Customer AI

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  1. when creating a topic, some are time specific (ie we just want to look at contacts regarding "the sale" between X date and Y date) It would be good to have a time filter option on the Topic creator for these specific topics.

    1 vote

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  2. Ability to manually move a message from one topic to another.

    4 votes

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  3. We would like the ability to duplicate (and edit) a topic and retain its subtopics.

    2 votes

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  4. Prodsight already has a neat selection of Common Intents as well as the ability to train your own Custom Intents to track any customer issue or request.

    However, model training can be consuming so we are considering introducing a growing Intent Library where you will be able to pick pre-trained Intents for a variety of common request types across industries like eCommerce, Retail, Fintech, and many more.

    3 votes

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  5. I want to be able to find DSAT or frustrated customers using keyword searches and AI technology. This will help us better understand our customers pain points, focus areas for agent improvement, coaching opportunities, and feedback on product or UX pain points to give to our product team

    1 vote

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  6. I would like the ability to find under performing agents or Intercom conversations using defined keywords. This will help us with QA performances, coaching and more detailed reporting.

    1 vote

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  7. We already generate automatic Topic Suggestions to help you discover new topics that you might want to track.

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    The idea is to extend this functionality to the Subtopic level to help you discover correlations between what your customers talk about within the given Topic context.

    3 votes

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