What Are Tags?

Within EdgeTier, “tags” are used to identify language of interest within any interaction that happens between customers and agents, bots, or surveys. Tags can be applied to any text: agent speech, customer chat messages, survey responses, bot messages.

Tags are applied on a sentence-by-sentence level to interactions at near real time speed within EdgeTier, and can be used, for example, to:

• Reduce reliance on manual agent labelling for interactions, decreasing handling time and improving reporting accuracy
• Identifying troubling agent behaviour through agent language use across 100% of interactions
• Tracking specific topics of interest over time after an event, for instance, identifying all customers referring to a product feature after release.
• Being alerted, in real-time, to particularly time-sensitive customer interactions, such as abusive customers, regulatory issues, repetitional risk, or vulnerable customers.

How Are Phrase Tags Applied?

EdgeTier uses an intelligent language-matching system to create tags based on trigger sentences, or simply “triggers”. Triggers are example phrases that indicate when tags should be applied to interactions in EdgeTier.

Triggers are matched to sentences within each interaction, and can be matched based on the meaning of each sentence. Triggers are language agnostic and very quick to create.

For example, the trigger phrase “I would like to cancel my account” will be a good trigger to match sentences like:

• I want to cancel my account
• I want to quit and close my access
• I no longer need my account
• Quiero cancelar mi cuenta
• Ich möchte mein Konto kündigen

Note how matched sentences do not match the trigger word-for-word, but rather have the same meaning as the trigger phrase. This meaning-based match works across multiple languages, and function regardless of the individual words used by the customer.

Tagging: The Ultimate Guide