The customer's reason for contacting support, captured in their own words—without internal jargon.

OI enhances customer insights by classifying the customer's stated reason for contact using their exact language. Our language algorithms analyze large volumes of interactions, helping organizations better understand customer needs and operational trends.

While each organization has its own customer demand framework or rubric, tailored to its industry and business, interactions generally fall into three levels of classification:

The fundamental reason the customer reached out—not necessarily the underlying issue. Think of this as the event that triggered the contact; if it hadn't occurred, the customer wouldn’t have needed assistance.

The main topic of the interaction, directly related to the root cause.

(Note: If your organization is based in Australia, New Zealand, or the UK, this will be spelled ‘Enquiry’.)

A more specific detail about the inquiry, if applicable.

(Note: If your organization is based in Australia, New Zealand, or the UK, this will be spelled ‘Sub-Enquiry’.)

A customer calls and says:

​"Hi, I placed an order online about ten minutes ago, but I didn’t receive a confirmation. I’m calling to check if my order went through."

This interaction could be classified as follows:

Using the full interaction transcript, OI can also predict customer satisfaction and assess whether the issue was resolved.