Key Differences Between Classifications and Labels
In this article, we'll tell you about the importance of each and how to use them correctly!
What is the difference?
Both labels and classifications are essential tools for agents to manage conversations with customers. Labels allow for better organization and analysis of relevant information, while classifications ensure proper tracking and categorization of the status of transactions. Understanding and using both tools correctly significantly improves efficiency and effectiveness in customer service.
Here we delve a little deeper into this 👇
What are Labels?
Labels are tools that allow agents to identify and filter different records of customers they have served. They can be used to mark relevant information mentioned in a conversation that could be useful for future marketing actions or other strategic purposes. For example, labels could be used to classify a customer's interest in a purchase with labels such as high, medium, and low interest, or to identify specific topics mentioned in the conversation, such as product or service preferences.
What are the benefits of labels?
Organization: They allow you to organize conversations efficiently.
Filtering: They facilitate searching and filtering records based on specific criteria.
Analysis: They help in data analysis to improve marketing and customer service strategies.
What are Classifications?
Classifications allow you to classify the management process of conversations, providing timely follow-up until the end of the service is reached. These are created based on the business of each industry and can be enabled for specific groups with individual parameters.
Classification helps us to measure and better understand our interactions with customers, which in turn allows us to improve our services.
Classifications are classified into:
1. Positive end:
It is a "positive" outcome action. It is used when the agent meets the expected objective by satisfactorily addressing the action performed by the customer.
2. Negative end:
It is a "negative" outcome action. It is used when the agent does not meet the expected objective when addressing the action performed by the customer.
3. Follow-up:
It is used to identify at what stage of the service process the action is while it is being handled by the agent, until it reaches a positive or negative end.
4. Self-management end:
This classification is not available for use by agents. These are Atom's own classifications that are directly related to the bot's actions and that allow to finalize an action in an automated way when the objective of the service is met.
5. Self-management follow-up:
Like the previous one, this classification is not available for use by agents. These are Atom's own classifications that are directly related to the bot's actions and that allow to follow up on an action in an automated way.