Is there a tool for Text Analytics & Tag Autocategorisation
I'm wondering if there's any program/automated text analytics tool to programmatically go through chat tickets to look for 'specific keywords' which can get automatically assigned as tags and can therefore be categorised as the reason for the customer contact? All of this without any necessity for manual intervention or categorisation by agents? Any help much appreciated! Neil
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Worth calling out that in the above case, the contact itself would be handled by the agent but the categorisation/tagging would be fully automated based on the chat transcript and specific words.
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Hi Neil,
There are two apps in the marketplace that does something similar to what you are asking for:
https://www.zendesk.com/apps/chat/scopeai/?source=app_directory
Have you tried these apps out already? Apps are only available to Chat customers who are also using the Support product.
Thanks,
Ramin
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Hey!
We're developing an app that will auto-categorize your text using artificial intelligence. We'll release a beta in a few weeks. Sign up here to register for access:
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Hi Neil,
Check out SentiSum. They tackle this exact problem using natural language processing. Their Zendesk integration is dedicated to text analytics of customer conversations.
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