When a customer or caller has multiple reasons for contacting, we classify the interaction based on which is articulated first.
Each interaction is assigned a single classification based on the primary reason for the customer's contact. While customers sometimes have multiple inquiries during a single interaction, we classify the interaction according to the first inquiry expressed. This approach assumes that the initial statement reflects the primary driver for the contact.
Although we recognize that this may not always capture the customer's main concern, it simplifies our classification process and is typically the most accurate representation of their intent.
Example:
"Hi, I am calling because I need to update my address as I have moved and I was also hoping you could help me work out where to find a form on your website."
In the stated reason for contacting above, the caller has two reasons for contacting the organization:
To update their address
To ask where to find a form on the website.
In this example, the interaction would be classified as "I need to update my address" as this reason for the interaction was articulated first out of the two.