Overview
Once the initial implementation stage is complete, one of the main concerns is how to efficiently maintain the project, keeping a high level of coverage and identifying opportunities to improve tagging and automation.
Lang Optimize proactively flags the workflows you need to review and the tags you need to build to reduce operational bottlenecks and focus your time less on manual tasks and more on your customers.
Features
Tag recommendations
1. Existing tag recommendations
This functionality performs periodic tag quality assessments to discover potential errors or sub-optimal tag configurations. Currently it offers two different types of audits.
On the one hand, there are the recommendations for incorrect tagging. The goal of this audit is to show the number of tickets that had a certain tag and no longer have it because an agent manually removed it.
On the other hand are the overlapping recommendations. In this case the goal is to show the overlapping of tags to detect potential problems when defining the tags, or the need to update a tag to be more specific.
In this section you will find the top 5 recommendations for each of these audits. You will also be able to see a sample of the documents that are affected to more quickly understand where the problem is and what action to take.
Notes:
- While overlapping recommendations are available for all projects, incorrect tagging recommendations only work for projects created from an integration with Zendesk.
- Recommendations are recalculated every two weeks (on the 1st and 15th of each month).
2. New tag recommendations
This feature allows you to discover new and trending concepts that are emerging from new tickets / documents that are incorporated into the project.
The focus when generating new concepts is placed on tickets that do not have tags. The goal is to allow you to tag untagged documents and thus increase coverage.
To enable this functionality you will have to reach out the Lang team. Once enabled, you can change the settings of this functionality from the Setup > Optimize section.
Automation recommendations
This functionality analyzes your data and looks for patterns in tickets that have been automated in order to offer you recommendations on tags to apply automations to. Currently there are routing and reply recommendations.
You can change the settings of this functionality from the Setup > Optimize section. This will allow us to generate recommendations that are better suited to your needs and that better reflect the reality of your business.
Notes:
- Automation recommendations is only available for projects created from an integration with Zendesk.
- Recommendations are recalculated every two weeks (on the 1st and 15th of each month).
Optimize notifications
We know you have a lot of tasks to pay attention to, so at Lang we want to give you a faster and more proactive way to learn about new recommendations we generate. By subscribing to Optimize notifications, we will inform you via email when new recommendations are generated. In this way you will not have to worry about missing recommendations; we will notify you so that you can review them as soon as there is news.
To configure notifications, you have to go to the Setup > Email notifications section and enter the emails of the people you want to receive the alerts in the "Optimize" block.
