Who uses this most: Contact Centers
Time is money - especially in a contact center. Your customers' satisfaction depends upon how quickly you can understand what they need and how to resolve their issue. Luminoso's powerful classification solution enables you to match incoming support tickets - or any other type of unstructured text data - with your organization's issue categories. This classification helps you route calls more quickly and accurately, provide contact center agents with the appropriate script for a given scenario, and reduce call wait time and length.
How we do it
Luminoso's classification solution can be used with any type of conversational text-based data in any of the 12 languages that Luminoso supports. However, it is most commonly used with contact center transcripts or support tickets that have been assigned at least one label (type of issue, customer emotion, etc.). An initial data set with labeled transcripts or tickets is uploaded into the Luminoso Analytics API; in less than 10 minutes, the software is fully trained and ready to classify incoming support tickets in real-time. For companies who already have a classification algorithm, Luminoso's classification solution can still deployed to boost the quality of the existing classifier.