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What will Message Intelligence Tag?
What is Message Intelligence?
Hi Marley's Message Intelligence powers real-time, AI-enabled notifications to amplify the voice of the customer and alert employees to conversations that need their attention or action.
Take a look, below, at the great features that Message Intelligence includes!
- Amplifies the voice of the customer
- In-app message notifications and tags
- Enables operators, supervisors & admins to be more proactive instead of reactive to improve the customer experience
- Mitigates breakdowns in communication
- Detects negative sentiment, litigation risk, persistent delays, and customer questions in real time!
What is a Message Intelligence Tag?
Needs Attention
The Needs Attention tag is a Message Intelligence notification that brings awareness to the operator when a customer is frustrated with the process/experience.
Hi Marley's Message Intelligence model is trained to identify three different forms of frustration.
A Needs Attention tag will appear on a case when an inbound customer message...
- Expresses negative sentiment
- Implies a threat of litigation
- Indicates that there have been continued delays in their claim's lifecycle
Needs Action Tag
The Needs Action tag is a Message Intelligence notification that brings awareness to the operator when a customer has asked a question or needs attention.
Where do Tags Appear?
The Needs Attention tag will automatically appear on a case. The Inbox tab will also highlight the specific message which has been tagged. We also adjust the sort order of the cases based on the needs attention tab.
The Needs Action tag will appear on cases where a question has been unanswered for or more 30 minutes.
The tag can be seen in the chat inbox at the bottom of customer messages. On these messages, they will be prompted to respond. The tag will also be seen in individual customer messages within the message thread.
Resolving Tags
The Needs Attention and Needs Action tags are resolved when:
An operator responds to the message, or
An operator dismisses the tag using the X button in the top right corner of the tagged message (for example, if the matter has already been addressed elsewhere or does not require a direct reply).
The individual messages that were previously tagged will show a yellow Needs Attention tag in the form of a check mark allowing the operators or supervisors to review historical instances when a message needing attention was tagged.
It is important to note that messages with both unresolved and resolved Message Intelligence Tags will displayed in the My Insights and My Team Dashboard.
Sorting Tags
Yes! This is the sorting hierarchy for Message Intelligence Tags:
To learn more, review our inbox sorting here.
Message Intelligence Webhook
We are adding functionality for our integrated customers to take advantage of the Message Intelligence engine by providing a Message Update event to which they can subscribe. For more information visit this support article linked here.