Recommended Best Practises for Configuring Contact Driver Descriptions
Updated
1. Self-Explanatory and Intuitive Contact Driver Names
Contact driver names should be self-explanatory and intuitive. Clear and descriptive names help the model understand and classify customer queries more accurately.
Example
Level 1 (L1) | Level 2 (L2) | Level 3 (L3) |
Order Management | Delivery | Wrong Product |
Order Management | Delivery | Not Received |
Order Management | Delivery | Track |
Issue
The current names for the L2 and L3 contact drivers are not sufficiently clear and descriptive. This can lead to confusion and misclassification of customer queries.
Resolution
To address this issue, rename the L2 contact driver to be more specific, such as "Delivery Issues," "Delivery Queries," "Delivery Inquiries," or "Delivery Related Issues." Suggested changes for L3 contact drivers are also provided.
Level 1 (L1) | Level 2 (L2) | Level 3 (L3) |
Order Management | Delivery Issues | Wrong Product Received |
Order Management | Delivery Issues | Order Not Received |
Order Management | Delivery Issues | Track My Order |
By using more descriptive and intuitive names, the model can better understand and accurately classify customer queries.
2. Mapping of Parent and Child Contact Drivers
Mapping of parent and child contact drivers should be logical, ensuring that each child contact driver belongs to the appropriate parent contact driver. This improves the model's ability to understand and classify customer queries accurately.
Example
Level 1 (L1) | Level 2 (L2) | Level 3 (L3) |
Product Issues | Display Issues | Display Damaged |
Product Issues | Display Issues | Flickering Image |
Product Issues | Wrong Product | Wrong Product Received |
Order Management | Delivery Issues | Delayed Delivery |
Order Management | Delivery Issues | Track My Order |
Issue
The mapping of "Wrong Product Received" under "Product Issues" is incorrect. It should be under "Order Management" as it relates to delivery rather than a product defect.
Resolution
Ensure that each child contact driver is mapped to the correct parent contact driver. Here is the corrected mapping:
Level 1 (L1) | Level 2 (L2) | Level 3 (L3) |
Product Issues | Display Issues | Display Damaged |
Product Issues | Display Issues | Flickering Image |
Order Management | Delivery Issues | Wrong Product Received |
Order Management | Delivery Issues | Delayed Delivery |
Order Management | Delivery Issues | Track My Order |
By ensuring proper mapping of parent and child contact drivers, the model can effectively understand and classify customer queries accurately.
3. Comprehensive Contact Driver Descriptions
When creating contact driver descriptions, it's essential to provide a complete scope of the contact driver rather than just mentioning the name. A descriptive description helps the model better understand the contact driver and improves accuracy in classification.
Example
Level 1 (L1) | Level (L2) | Level (L3) | Description |
Sales | Order Management | Modify Order | Customer messages indicating they want to modify the order. |
Sales | Order Management | Track My Order | Customers inquiring about the status of their order or experiencing issues while tracking, or being unable to track their order on the app or website. |
Issue
The description for "Modify Order" lacks specificity and does not fully explain the scope of the contact driver. This limited description may lead to ambiguity and difficulty for the model in accurately understanding customer queries.
Resolution
To address this issue, provide a more descriptive description that encompasses the complete scope of the contact driver. For example:
Level 1 (L1) | Level 2 (L2) | Level 3 (L3) | Description |
Sales | Order Management | Modify Order/Order Modification Request | Customer messages indicating they want to modify or change the quantity, size, color, item, etc., in their order. |
Sales | Order Management | Track My Order | Customers inquiring about the status of their order or experiencing issues while tracking, or being unable to track their order on the app or website. |
By offering a detailed description, the model gains a clearer understanding of the contact driver.
4. Include Child Contact Drivers Scope in Parent Contact Driver Descriptions
When adding descriptions for parent contact drivers (L1), it's crucial to ensure that they encompass the scope of their child contact drivers (L2 and L3). Similarly, L2 descriptions should include L3 contact drivers. This ensures clarity and accuracy in understanding the hierarchy of contact drivers within the contact driver model.
Issue
Without detailed and accurate parent contact driver descriptions, it becomes challenging to predict the correct child contact driver, leading to potential misclassification.
Resolution
By providing comprehensive and clear descriptions for parent contact drivers, the model can more accurately predict both parent and child contact drivers, improving overall classification accuracy.
Below is the table listing L1, L2, and L3 contact drivers, along with the descriptions for L1 and L2 contact drivers:
Level 1 (L1) | Level 2 (L2) | Level 3 (L3) |
Product Issues | Display Issues | Display Damaged |
Product Issues | Display Issues | Flickering Image |
Product Issues | Button Issues | Volume Button Issue |
Product Issues | Button Issues | Power Button Issue |
L1 Description for Product Issues:
Product Issues: Customer reports of issues related to the product or device. This includes display issues such as a damaged display or flickering images, and button issues such as problems with the volume or power buttons.
L2 Description for Display Issues:
Display Issues: Customers reporting issues related to their device displays, specifically when they’ve encountered problems such as display damage or flickering image.
L2 Description for Button Issues:
Button Issues: Customers reporting issues related to the buttons on their device, especially when they’ve encountered issues with the Volume or Power buttons.
5. Specific and Non-Overlapping Contact Driver Descriptions
When defining L3 contact driver descriptions, it is important to ensure that they are specific, exhaustive, and do not overlap with other L3 contact drivers. This helps in accurate classification and handling of customer queries.
Example
Level 1 (L1) | Level 2 (L2) | Level 3 (L3) | Description |
Payments | Add or Update Payment Method | Add or Update Payment Method | Customer complaints, queries, requests, or issues related to adding or updating payment methods on an account. |
Payments | Remove Payment Method | Remove Payment Method | Customer complaints, queries, requests, or issues related to removing payment methods from an account. |
Issue
Here, an overlap exists between these contact drivers. If customers inquire about removing a payment method, it indicates a desire to change or update the payment method, creating redundancy between the "Add or Update Payment Method" and "Remove Payment Method" contact drivers.
Resolution
To address this overlap, consider merging both contact drivers into a single, more comprehensive contact driver such as "Manage Payment Methods."
Level 1 (L1) | Level 2 (L2) | Level 3 (L3) | Description |
Payments | Manage Payment Method | Manage Payment Method | Customers seeking assistance with managing their payment methods, including requests or complaints related to adding a new payment method, updating, removing, or changing their existing payment method. |
Alternatively, provide specific and non-overlapping descriptions for each contact driver. For example:
Level 1 (L1) | Level 2 (L2) | Level 3 (L3) | Description |
Payments | Add or Update Payment Method | Add or Update Payment Method | Customer complaints, queries, requests, or issues related to adding new payment methods or updating existing payment methods on an account. This excludes requests related to removing payment methods. |
Payments | Remove Payment Method | Remove Payment Method | Customer complaints, queries, requests, or issues specifically related to removing payment methods from an account. This only includes the requests or queries related to removing payment methods. |
By ensuring that contact driver descriptions are specific, exhaustive, and non-overlapping, you can improve the accuracy of your contact driver model in understanding and categorizing customer queries.
6. Ensuring Exclusive and Non-Overlapping Contact Driver Descriptions
To remove any overlap between L3 contact drivers, use sentences like "This category only includes", "This category is exclusive for" or words like "specifically", "particularly", "includes", "excludes", etc. with proper explanation mentioning the scope to eliminate ambiguity.
Example
Level 1 (L1) | Level 2 (L2) | Level 3 (L3) | Description |
Flight Inquiry | Flight status | Flight status | Customer messages inquiring about the status of a specific flight and seeking real-time information. This category is exclusively for inquiries to find status of the flight. |
Flight Inquiry | Flight Availability Inquiry | Flight Availability Inquiry | Customers inquiring about the availability of flights on a desired route, date, or time on which they are planning to travel. This category only includes inquiries about available flights. |
Level 1 (L1) | Level 2 (L2) | Level 3 (L3) | Description |
Payment And Billing | Payment Issues | Payment failed | Customer messages reporting issues or challenges faced during the payment process, specifically cases where payments have failed. |
By using exclusive and non-overlapping statements or words in the descriptions, any potential overlap between L3 contact drivers is removed, ensuring clarity and accuracy in categorizing customer queries within the contact driver model.
7. Keywords in Contact Driver Descriptions
To enhance the precision of categorizing customer queries, include specific keywords in the contact driver descriptions. Keywords help in quickly identifying the context and ensuring that each contact driver is correctly and uniquely tagged.
Example
Level 1 (L1) | Level 2 (L2) | Level 3 (L3) | Description |
Device Issues | Device Battery Issues | Battery Won’t Charge with Solar Energy | Customer messages reporting issues with their device/device battery not charging when connected to a solar panel. Only tag when "Solar" is mentioned in the conversation. |
Including keywords such as "Solar" in the description ensures that the category is only applied when the specified context is present, eliminating misclassification and maintaining the clarity and accuracy of the contact driver model.
8. Inclusion of "Others" Contact Drivers
Ensure an "Others" contact driver is present at every level where existing contact drivers do not cover the entire scope. Clearly define the scope of "Others" contact drivers, eliminating overlap with other contact drivers.
Example
Level 1 (L1) | Level 2 (L2) | Level 3 (L3) | Description |
Streaming Issues | Assistive Technology | Headsets | Customer questions, issues, or complaints regarding listening with a headset while streaming. |
Streaming Issues | Assistive Technology | Hearing Aids | Customer complaints, queries, requests, or issues about using a hearing aid while streaming. |
Streaming Issues | Assistive Technology | Keyboard Shortcuts | Customer complaints, queries, requests, or issues related to controlling playback with keyboard combinations during content streaming. |
Streaming Issues | Assistive Technology | Screen Readers | Customer complaints, queries, requests, or issues related to software that reads screen text aloud while streaming content. |
Streaming Issues | Assistive Technology | Assistive Technology | Others | Customer complaints, queries, requests, or issues related to alternate ways to stream content for members with hearing, sight, or physical mobility needs that are not covered in Headsets, Hearing Aids, Keyboard Shortcuts, and Screen Readers categories. |
Streaming Issues | Streaming Issues | Others or Other Streaming Issues | Streaming Issues | Others or Other Streaming Issues | Customer inquiries or feedback that address concerns related to streaming but do not fall within the predefined Assistive Technology category comprising of Headsets, Hearing Aids, Keyboard Shortcuts, and Screen Readers. |
Others | Others | Others | Customer messages where the reason for contact is unknown or unspecified and does not fit clearly into any categories. |
By including an "Others" contact driver at every level, you ensure that cases not covered by existing contact drivers are appropriately categorized, reducing ambiguity and improving the accuracy of your contact driver model. Additionally, defining the scope of "Others" contact drivers eliminates overlap with other contact drivers, providing clearer guidance for categorizing customer queries.