Categorize Your Customer Support Conversations

Tag and organize incoming customer inquiries effectively with Aide AI

Customer support teams often face challenges managing diverse inquiries. Without a systematic approach to categorization, prioritizing issues and identifying trends becomes difficult. This can impact response times and service quality.

Aide’s Topics feature helps address these challenges by assisting in the categorization of customer support conversations. Implementing a topic classification system can provide insights into customer needs and streamline support processes.

What you’ll accomplish

By following these steps, you’ll set up Aide to help categorize your customer support conversations using Topics. This will help you identify the nature of each inquiry, prioritize issues, and route conversations appropriately. You can then use these categorizations to generate reports, identify common customer concerns, and refine your support processes.

Pre-requisites

• Aide account
• Helpdesk integration (Zendesk, Front) or Aide Chatbot

Task outline and guidelines

For this use case, you will:

• Create 5-10 initial Topics covering your most common customer inquiries
  • Keep Topic names concise and descriptive (e.g., “Billing Issue”, “Product Question”, “Shipping Inquiry”)
  • Provide clear, detailed descriptions for each Topic to ensure accurate categorization
• Add 3-5 example conversations for each Topic to improve classification accuracy
• Set up a process for regularly reviewing and providing feedback on Topic classifications

Setting it up in the app

Create Topics

1. Go to the Topics page and click +create topic
2. Name your Topic (e.g., “Billing Issue”) and provide a detailed description
3. Add 3-5 example conversations that represent this Topic
4. Repeat this process for each of your initial 5-10 Topics

Provide feedback on Topic classifications

1. Regularly review conversations in your helpdesk or chatbot interface
2. For each conversation, check if the assigned Topic is accurate
3. If correct, give a thumbs up to reinforce the classification
4. If incorrect, give a thumbs down and select the correct Topic

Test it

1. Send a test email or start a chat conversation with your support inbox or chatbot, mimicking a typical customer inquiry
2. Check if Aide assigns a Topic to the conversation
3. Verify that the Topic appears in your helpdesk or chatbot interface

Next steps

• Regularly review Topic performance in the Reports page
• Refine existing Topics or create new ones based on emerging patterns in customer inquiries
• Consider setting up Workflows that trigger specific actions based on Topic classifications
• Explore using Topic data to generate insights about customer needs and support team performance