We do receive around 1000 chats per day. I would like to gauge the quality of chats, is there a way to automate it somehow to know the trend and common questions asked over chats?
Hello,
If I am assuming that you have all these chats per day stored(If not storing these chats on a data warehouse for reporting purposes is an option). There is software such as Nvivo which is great for qualitative analysis which you can use for these tasks. There are also packages for R, Python and even Excel for analyzing data.
It all starts with a proper Quality Assurance proccess in place. Benefits of having QA in place are twofold: it can act as a tripwire to capture knowledge gaps or discrepancies with a product itself. So not only reducibg support debt, but closing support to product feedback loop.
While automation is the best option it usually starts with agents tagging conversations manually and doing monthly or quarterly deep-dives to identify top call drivers (areaa of the product that creates friction and stops customers from achieving their goals).
While you can set up conversation-topic tagging by keywords automatically - it’s far from accurate and data on trends become too clunky.
