FAQ
Frequently asked questions
Want to quickly learn more about Indicate me, what AI Buddy does, or how you can work smarter with AI-generated insights? Check out our FAQ – we’ve gathered the most common questions here.
What is AI-generated categorization and how does it work in practice?
AI-generated categorization automatically sorts customer cases by content using AI. It is fast, accurate, and eliminates the need for manual work. Unlike manual categorization, AI can handle multiple topics within the same case, reduce human errors, and free up time for more value-creating tasks.
How does Indicate me’s AI categorization differ from traditional systems?
Unlike many automatic categorization tools that rely on synonyms, Indicate me does not require a manually created list of possible customer terms. Our AI automatically understands that a case about “invoice,” “Swish,” or “due date” belongs to the payments category. At the same time, there is the option to add synonyms or flags for fine-tuning, combining automation with flexibility.
What are the main benefits of using AI-generated categorization?
Benefits include:
- Fully automated categorization, reducing human error
- Up to 100% of interactions categorized
- Ability to link cases to multiple categories if they contain several topics
- More efficient use of employee time, higher productivity, and a clearer picture of customer contact reasons
What are trackers in Indicate me and how are they used?
Trackers are a feature in Indicate me that use text and speech analytics to automatically detect selected events and keywords in customer interactions. For example, they can be used to identify staff knowledge gaps, track mentions of discount codes, or detect when competitors are mentioned. This gives companies better control of key events and trends.
How does AI automatically categorize calls and customer cases?
For categorization, we use GenAI that analyzes customer interactions and identifies the primary reason for contact as well as underlying factors. Based on this, the case is placed into the correct main and subcategory.
Which types of customer dialogues can AI categorize?
AI can categorize customer dialogues across all channels—phone, email, or chat. The result is ready-made statistics showing why customers contact you.
What are AI summaries of customer interactions?
AI summarization means the case is automatically condensed into a brief description of the key points: what it was about, whether it was resolved, and how it was resolved. The summary can also be added directly to the CRM system on the customer profile.
Can categorization and AI summaries be automatically integrated into our CRM?
Yes. Through our API, your CRM system can fetch both categorizations and AI summaries of cases, ensuring your customer profiles are always up to date—without manual effort.
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