Introduction to Trackers Follow

Trackers allow you to monitor and tag specific content within call transcripts, enabling more efficient analysis and insight gathering. This powerful tool ensures you can track important keywords or concepts, effectively helping your team address customer needs.

Topics Covered

• Types of Trackers
• Benefits of Trackers

Types of Trackers

We offer two types of trackers:

• Word Trackers: These trackers monitor specific keywords or phrases within call transcripts. For example, you can track phrases like “refund,” “cancel,” or “support ticket” to identify calls that involve these topics.

• AI Trackers: These advanced trackers use AI to detect concepts expressed in various ways,  even when different words or phrases are used. AI trackers require training with example calls to enhance their accuracy. For instance, you can track customer dissatisfaction expressed as “I’m unhappy with this service,” “This isn’t working as expected,” or “I need a solution now.”

Benefits of Trackers

By setting up trackers, you can:

• Monitor adherence to updated customer service guidelines.
• Detect common customer concerns and ensure they are addressed effectively.
• Gain actionable insights into your customer interactions, leading to improved satisfaction and support strategies.

With Trackers, you can streamline the management of call transcripts, ensuring that critical customer concerns are identified and resolved efficiently. Start using trackers today to elevate your customer service experience!