Our company is now implementing Chat Support that needs to put in CallMiner Eureka, and I would like to ask for help. Thank you so much. !
Hi Mark Bercero,
I think the most important think would be Metadata you need.
Mark Bercero Hi there - what company are you with?? Pulkit Jain is right, as always, metadata is a great first step in implementing chat. The next step would be to look at your categories and see if any need to be modified to ensure they're hitting on your Chats; likewise, any scores you have you'll want to see which would/should apply to your chats and see if modifications are needed to ensure they're applying appropriately.
Hope that starts the wheels a turning - I'll look through our client list to see who has implemented chat and see if I can't call them out here so they can provide some insights.
Awesome!, Thank you for the information. I'll inform our IT team regarding this one, that we need first the metadata and set of categories for us to start setting up. Anyways, just another question want to ask, if someone uses Salesforce as their tool in chat and how do you pull them up and dumped in CallMiner Eureka?
We have been utilizing the chat feature for a couple of years, and (as mentioned) ensuring you are getting the metadata mapped properly is key. Once you understand your metadata, you can build the searches you need. We use the chat metadata specifically for our automated scorecards. Part of our metadata consists of helping us identify who ended the chat. We noticed early on that a lot of our chat agents were failing the scorecard for reasons outside their control. When we started excluding chats that were prematurely ended by the customers (which is a key piece of metadata for us), this made a huge difference in the scores. As far as general searches/categories are concerned, all ours are inclusive of calls and chats. Therefore, we are not excluding chats or building specific chat searches. To us a contact is a contact regardless of chat or call, so we treat them all equally. Chats usually tend to be more accurate because there is no additional transcription involved. You just have to rely on people spelling correctly.
Hope this helps!
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