Claudia - Feature Requests

What happens today is: if Gaia uses two pieces of content on the same ticket (for example, orientation content and resolution content), the system applies the tag of the last content used (what Gaia believes is more relevant). What we want is: possibility to define a priority for the use of the tag in each content (mainly interactive). Example: Customer triggers -> Enter your question -> Receive guidance Content 1 -> Customer states in some way that the matter has been resolved -> Gaia uses Interactive Content to validate the message and resolve it. In this example, since the resolution comes after the application of the Interactive Content, the tag of that same content is used in the service, when in fact it should use the tag of content 1.

In the Content section, make it possible to search the search bar for the content ID. This facilitates the process of correcting content based on audits, since the audits cite the IDs of the content used to respond to customers.

Enabling a column in the conversations tab to identify whether the result of the audit was a correct service or not would visually facilitate the identification of conversations that must be analyzed by conversations identified as incorrect, without the need to keep opening conversation by conversation

Today, when configuring CLAudia, if you make a tab change within the HUB without saving, the content created is lost. Would it be possible to create an alert popup, or even an automatic save? Or maybe leave the Save button floating, not just at the bottom of the screen. Which would make visible the need to save.

Today, auditing is, for the most part, economical. And the problem with this is that, many times, most of the tickets that are audited don't have any gain; it's just a confirmation that it was correct. We already have enough data in the system and the idea is that we can suggest what to audit based on what our client would like to improve. For example: quality or retention. Once selected, we will direct you to exactly the tickets that need to be audited, which will help improve that quality or retention.

We already have a Generative CX Score (Gen CX Score) in beta internally, where we can monitor the quality of a ticket. The idea is that we evolve this score after the beta and make it available for our clients to use—everything even to define audits.

Today, during the auditing process, when an edit needs to be made to content that doesn't exist or creation, it needs to be done from scratch. The idea is that we help save time and make this process more fluid, providing a suggestion for this change based on the audit carried out.

One of the things we noticed is that, after our clients have been here at various times at Atleta da Patrões, an “overfitting” of IDS begins to take place. This means that content begins to be created and it is a totally random case (and therefore causing an error that would never happen again). The idea of having this replay button is so that on the ticket itself you can see if CLAudia would repeat that same wrong answer or it's one of those cases that would never happen again. Because if that's the case, it's better not to change the content that could even make Claudia worse in some cases.