Topics for Agent Copilot is currently available as a Public Beta product and the information contained in this document is subject to change. This means that some features are not yet implemented and others may be changed before the product is declared as Generally Available. Public Beta products are not covered by a SLA.
Topics for Agent Copilot is not a HIPAA Eligible Service or PCI compliant and should not be used in Flex workflows that are subject to HIPAA or PCI.
This document explains how to configure topics, subtopics, and disposition codes in your contact center with Agent Copilot. You can use these labels with Agent Copilot wrap-up notes to automatically categorize customer conversations and speed up the wrap-up process.
When planning your categories, here are some things to keep in mind:
For example:
To ensure the AI model accurately categorizes information, it's crucial to maintain a clear hierarchical structure. This structure helps the AI model assign labels, recognize patterns, and adapt as your organization adds new subtopics and disposition codes. The structure also helps with reporting and trend analysis (topics), issue identification (subtopics), and resolution tracking (disposition codes).
Here are some ways you could organize your topics:
Topics | Subtopics | Disposition codes |
---|---|---|
Billing |
|
|
Technical issue |
|
|
Account support |
|
|
To avoid confusion as you add topics, make sure that names are distinct and don't overlap.
We also recommend creating an "Other" topic as a catchall for when the AI model can't find a match. This may help reduce the need for agents to manually choose a topic when completing notes.
Descriptions improve accuracy. While descriptions are optional, they provide the AI model with more context. If you have similar topics or use industry-specific terms, you can use descriptions to differentiate categories and explain terms and acronyms.
Topic: Billing
Description: Use this for questions or concerns related to charges, processing, or invoices.
Subtopic: Incorrect charge
Description: Use this when the customer was charged the wrong amount or bought the wrong item.
Disposition code: Refund processed
Description: Use this when a refund has been issued to the customer.
If using topics with Agent Copilot wrap-up notes, agents see up to three topics during wrap-up. Auto-detection currently detects one topic, but agents can manually add up to two more if they want to capture multiple themes in a conversation.
Before completing a task, agents can confirm or edit auto-generated labels.
You may have uncategorized disposition codes if you created disposition codes before topics were available. If you see active uncategorized disposition codes in Console, we recommend following these steps to archive them and create new disposition codes that belong to a topic.
If you don't add topics, your uncategorized disposition codes will still work. Agents can still see disposition codes in wrap up, but the Topic is listed as uncategorized and Subtopic fields are grayed out.
Note once you archive a disposition code, you cannot restore it.
To view the codes you just archived, go to Topics > Uncategorized disposition codes > Archived.