Understand Campaign
Our Customers
First, We Must
Understand
It’s difficult to always understand what customers want. Traditional ticket categories are often incomplete, many reporting tools are limited, and new questions arise every day.
Directly uses a combination of machine learning and a network of community experts to deliver a visual representation of your customer inquiries, called a cluster map.
This map identifies your most common customer issues to give you insight into new automation opportunities, or call our Understand API to inform better routing and smarter bots.
How It Works
With the Directly platform, support leaders are able to access a company dashboard and 5 Directly APIs.
With Ingest, contact center data is easily uploaded, processed, and grouped together to create a cluster map.
Understand monitors conversations, identifies customer intent, and recommends what should be automated or routed to someone for help.
Our robust Reporting provides you with actionable insights to create a scalable and resilient support model.
Benefits
New Automation Opportunities:
Clarity on what your customers are asking with recommendations on what should be automated or sent to someone for help.
Improved Routing:
Insight into whether a question should be routed to automation, a community expert, or in-house support agents.
Enhanced Virtual Agents:
Increase containment rates, improve performance, and boost CSAT by connecting Directly into a virtual agent.