The classification and clarification feature works after the content segmentation by topics, bringing the full context of related content and including the entire conversation context:

![Image showing classified content]

What is it used for?

This functionality was developed to make customer service smarter and more efficient, preventing Claudia from choosing incorrect sessions due to similarity and ambiguity between them.

Examples:

• Platform payment vs. Payment module

• Multiple product types that are different but considered the same type

Who is it recommended for?

In our tests, we observed an increase of (p.p. = percentage points, absolute difference between percentages):

• About 50% of projects: Better projects with Clarifier: +3 to 7% retention, +3 to 8% CSAT, and +3 to 10% customer sentiment (evaluated by AI)

• About 40% of projects: Projects with little distinction: -2% to +1% retention, -2 to +2% CSAT stable, and customer sentiment between -1 and +7%

• About 10% of projects: -1 to -5% retention, -3 to -7% CSAT, and -7 to +1% customer sentiment

This happens because the Clarifier feature has the highest value in "disambiguating" similar contents, especially when contents are more complex or have a higher risk of being confused.

Therefore, the effectiveness of a good clarifier depends on how well-structured the IDS (Intelligent Dialogue System) is.

How does it work?

After the content segmentation by topics, clarification acts to identify one of three possible scenarios. It receives the content that would normally go directly to Claudia and "sorts" the received content, understanding whether the content is sufficient and unique:

1. No valid content - Content is insufficient: When the question is clear but there is no content to formulate an answer. In this case, Claudia will ask a more generic question asking the customer to reformulate their response.

2. Basic prompt - Only 1 sufficient content or possible to merge contents with high confidence: When there is exactly one useful section to answer the customer's question. In this case, Claudia will generate the response directly for the customer, as she usually does.

3. Clarification with content - More than 1 content is sufficient to respond or contains selected content indicating the need to clarify before answering: This is the preferred scenario when the model has doubts and is always activated when more than one possible content exists to generate the reply. In this case, Claudia will generate a clarification question, but it will be more targeted to the customer's specific context.

How to set it up?

Currently, this functionality cannot be activated directly through the hub. To enable it, contact us so that the configuration can be activated for you. When active, two fields can be configured:

1. Number of clarifications with content: Defines how many times the classifier can ask for clarification even when a relevant section is identified.

2. Number of clarifications without content: Defines how many times the classifier can attempt to get more information when there are no sections in the IDS that can answer the question.

![Image showing configuration settings]

This feature replaces the Enlightenment Question. That is, it cannot be activated at the same time as Enlightenment Question.

Mapped behaviors:

• We do not recommend increasing the number of clarifications above 3, as these are messages with little customization. It may cause the feeling that you're talking to a non-intelligent agent.

• If there is a session in the IDS indicating the need to clarify, the Clarifier will choose to execute it.

• Semantic search is not yet optimized for clarification situations; therefore, in some cases, the content could be retrieved by looking at message history, but fragmented customer messages may trigger clarifications in a less optimized way for customer experience.

• The content Clarifier does not share information along with the clarification but performs contextual investigation with relevant questions based on the content.

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