The Tagger is the mechanism responsible for selecting and assigning the final tag for each ticket.
The Tagger uses an advanced content detection mechanism as the basis for choosing tags, which was utilized by Claudia during the conversation.
From this detection, the Tagger follows these steps:
First, it sorts the identified contents, prioritizing the most relevant ones. The AI evaluates all used contents to identify which one best represents the main subject discussed during the conversation.
Then, it applies the tag based on this logic:
-
If the ticket was escalated and n2 content was used for this, the tag associated with that content will be prioritized and assigned to the ticket.
-
In the case of n1 tickets, the Tagger checks if any content led to an Eddie flow. If so, the tag of that content will be used.
-
If none of the previous options are present, the tag of the most relevant n1 content will be applied.
To better understand how the Tagger works and the selection of contents, watch this detailed explanatory video.
Troubleshooting: Why might a ticket be tagged NO_TAG?
A ticket can be without a tag (NO_TAG) in situations where no content was used by ClaudIA in the response. This is more common in short tickets or with incomplete interactions, such as:
-
The customer only sent a greeting or generic message.
-
ClaudIA responded without using any structured content from the database.
-
The conversation was abandoned before it developed.
Since the Tagger directly depends on the use of content, if none is used, no tag will be assigned.
Features that may generate NO_TAG in short tickets:
-
Clarification/Enlightenment: when the customer's question is too vague, ClaudIA may request clarifications without using the retrieved contents.
-
Multiprompt: in cases where ClaudIA responds with custom prompts that do not utilize content, the Tagger does not come into action.
-
Out of Office N1: if a N2 section or an Eddie flow generates a transfer outside of business hours, but the N1 closing configuration outside of hours is active, the Tagger may disregard the transfer section and apply a NO_TAG.