Configuring Contact Driver Models

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(8)
RS
Configuring a Rule for Intent Detection

Set up a Case Update rule to run the Interaction Intent Model(s), allowing for the comprehensive analysis of a case's conversation by the specified intent collections to predict intents.This process initiates a backend request containing information about the intent collections and the conversation

Knowledge Base Article

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Configuring Contact Driver Models

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Automated Suggestions on Contact Driver Models

You can efficiently maintain Contact Drivers by automatically identifying gaps in existing configurations and receiving suggested actions to build and enhance them.Before You BeginCreate an Insight Group: Start by creating an insight group for the selected contact driver model to receive automated s

Knowledge Base Article

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Configuring Contact Driver Models

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Feedback on Contact Drivers

The Feedback on Contact Drivers feature gives the ability to the user to provide feedback on the Contact Drivers detected by AI. It helps in validating if the detected Contact Drivers are correct or not. It also enables effective reporting and tracking of the Contact Drivers feedback. This feedback

Knowledge Base Article

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Configuring Contact Driver Models

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Logs for Detected Contact Drivers in Case Activity

The Logs for Detected Contact Drivers in Case Activity functionality enables the user to get detailed audit logs on the activity log for cases that run through contact driver models for contact driver detection. This helps the user to track the history and changes made to that contact driver for bet

Knowledge Base Article

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Configuring Contact Driver Models

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How to Create a Contact Driver Model

A Contact Driver Model is a collection of contact drivers designed to cater to specific use cases within an organization's operations. For instance, consider a scenario where the contact drivers for customer support interactions differ from those for after-sales service inquiries. In such cases, dis

Knowledge Base Article

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Configuring Contact Driver Models

RS
How to Create Contact Drivers within Contact Driver Models

In each contact driver model, you can include two components: contact driver groups and contact drivers. The deepest level of the contact driver hierarchy is referred to as contact drivers, while everything preceding it consists of groups of contact drivers known as contact driver groups.For example

Knowledge Base Article

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Configuring Contact Driver Models

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How to Import Contact Drivers within Contact Driver Models

In every contact driver model, you have the option to include two key components: contact driver groups and contact drivers. The deepest level within this hierarchy is referred to as contact drivers, which represent specific issues or reasons for customer contact. Everything preceding the contact dr

Knowledge Base Article

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Configuring Contact Driver Models

RS
Recommended Best Practises for Configuring Contact Driver Descriptions

1. Self-Explanatory and Intuitive Contact Driver NamesContact driver names should be self-explanatory and intuitive. Clear and descriptive names help the model understand and classify customer queries more accurately.ExampleLevel 1 (L1)Level 2 (L2)Level 3 (L3)Order ManagementDeliveryWrong ProductOrd

Knowledge Base Article

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Configuring Contact Driver Models

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