The stated reason for contacting in the customer’s own words. Not in ‘internal language’.

Operative Intelligence powers insights by classifying your customer’s stated reason for making contact in the customer’s own words. This can be applied over a large volume of interactions using language algorithms to help organizations understand their customers needs and operations.

While each organization will have it's own customer demand rubric which is tailored to your industry and business, interactions are generally grouped into three layers of classification:

The underlying reason for making contact with the organization, not necessarily the underlying issue. Think of this as the antithesis of the interaction: if this didn’t happen, the customer would not have needed to contact you.

The main topic of the interaction, specific to the root cause.

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

The next layer of detail about the topic (if applicable). Specific to the inquiry.

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

Example

A customer calls and says “Hi, I placed an order online about ten minutes ago, I didn’t receive any confirmation so I’m calling to find out if the order has gone through”.

This interaction could be classified as follows:

Based on the full interaction transcript Operative Intelligence can also predict for customer satisfaction and resolution of the interaction.