When to use it
- You identified in the dashboard that N2 Content is one of the main reasons for transfers
- You need a practical roadmap to reduce N2 without losing quality
- You want to turn N2 into N1, automate it through a "Fluxo Controlado" (Controlled Flow) or remove duplicates
Prerequisites
- Access to ClaudIA's retention dashboard
- Permission to edit content
About this article
N2 Content is one of the main reasons ClaudIA transfers conversations to humans. This guide shows you how to act immediately on the N2 content that generates the most transfers.
How to use it: read everything first, then open the dashboard to put it into practice.
Before you start
The goal of the analysis is not just to say whether the transfer was right or wrong. Each piece of content needs to be evaluated carefully.
When you open each ticket, analyze:
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If incorrect → adjust it immediately to fix triggering failures
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If correct → think about how to evolve it:
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Turn it into N1
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Automate it through a "Fluxo Controlado" (Controlled Flow)
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Adjust part of the content
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Remove duplicates
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This careful look ensures a real improvement in retention, always focused on reducing unnecessary transfers.
🎥 Introductory video:
Where to start the analysis
In the dashboard, go to the "Conteúdo N2 usados" (N2 Content used) tab. The tables show which N2 content is transferring the most tickets to humans.
Time to act
Practical suggestions
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Audit every ticket of the N2 content with the highest volume
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Reclassify it as N1 when ClaudIA can solve it on its own
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Create a "Fluxo Controlado" (Controlled Flow) for cases that depend on checking an external system
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Remove duplicates that confuse the model
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Refine the title of the N2 content so that it only triggers cases that really need a human
Notes
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For the overall retention picture: How to track and increase ClaudIA's retention
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To reduce Customer Asked for a Human: How to reduce Customer Asked for a Human to increase retention
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To reduce Transfers through a "Fluxo Controlado": How to reduce Transfers through a Fluxo Controlado to increase retention
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For N1/N2 best practices: Best practices for creating and maintaining content
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To create Fluxos Controlados: How to request a Fluxo Controlado from the Cloud Humans team