How to Increase Retention in 3 Steps
Step 1: Analyze the current metric and your goal
The first step is to identify what the current retention level is and how much is needed to reach the desired level.
To do this, simply access the Dashboard through the Cloud Humans Hub and look for the graph "% of retention/transfer by
time aggregation" in the "Retention Metrics" tab.
After adding filters like date and aggregation, it will be possible to identify the current retention levels.
Step 2: Understand the main reasons for transfer
Understanding the current retention levels and the desired goal, the next step is to understand the main reasons why
ClaudIA is transferring the service. Understanding them will allow you to map opportunities with the greatest impact on
increasing retention.
To do this, simply access the graph "Proportion of transfer reasons in N2 tickets" in the "Retention Metrics" tab.
In it, you will see that each color represents a different reason why ClaudIA transferred a service, such as "Eddie
Transferred" or "Claudia used N2 content" - all reasons and their details can be found directly on the Dashboard, just
above the graph.
Generally, there is one or two transfer reasons that account for the majority of escalated tickets. These reasons can be
prioritized for implementing improvements since they will have a greater impact on retention. To identify them, simply
map the transfer reason (the color in the graph) with the highest % in the tickets. In the example above, the main
transfer reasons are Claudia used N2 content and Claudia detected transfer action.
Additionally, it's possible to analyze the escalated tickets for each of the reasons through the "Number of
tickets/Transfer Reason" table right below, on the same tab.
Step 3: Implement improvement actions
After understanding the main reasons for transfer, one must understand their nature to start implementing improvements.
Different reasons will require different strategies. For example, if it is observed that the main reason for N2 is Error
in Eddie's call, the containment strategy will involve adjustments in the flow of the specific Eddie. If transfers are
occurring due to Claudia used N2 content, the content base of ClaudIA should be reviewed.
Below, we detail the main suggested improvement actions by transfer reason:
Improvements involving content
Claudia used N2 content
Among the contents that returned to Claudia to respond, she chose to use an N2 content to respond to the customer.
To reduce this type of transfer, it is necessary to reduce the number of N2 sections. That is, if there is a smaller
proportion of N2 sections - along with N1 content that can resolve the customer's issues - there is a lower likelihood
of N2 sections being used and, consequently, a potential reduction in escalated tickets. There are some possible
strategies to do this while ensuring quality in service:
(i) exclude N2 sections that are not being used correctly
You can exclude sections that are not being used correctly, as well as duplicate sections. Refer to this article to
learn about best practices for creating and maintaining content, ensuring that the sections are triggered correctly.
(ii) transform N2 sections into N1
We know that the existence of N2 sections is necessary, especially in cases where there is a need to execute an internal
process. However, in some cases, it is possible to adapt an N2 section into a step-by-step N1, allowing the customer to
execute such actions.
Using a "order status" section as an example, the adaptation could be made as follows:
Before (N2 section)
- Title: Where is my order?
- Response: To check the status of your order, I will forward you to an agent.
After (N1 section)
- Title: Where is my order?
- Response: To check the status of your order, you can access the link (www.orderstatuslink.com) and enter the
tracking code received in your purchase email. After that, you will be able to see where your order is and what its
delivery forecast is.
(iii) transform N2 sections into INTERACTIVE
If it is not possible to exclude or transform N2 sections into N1 sections, it is possible to make them INTERACTIVE,
that is, to have them trigger Eddies that can retain the tickets. Using the example of the order status with an
INTERACTIVE section, the customer could already send the tracking code, and ClaudIA (through Eddie) would return the
order status in real time. For more information on how to build Eddies, simply access the articles in this folder.
Claudia detected transfer action
Customer was transferred after Claudia sent some message indicating that she would transfer the service to an
agent/support.
These cases tend to occur when an N2 section contains in its response some phrase indicating that the service will be
transferred, for example, "I will transfer you to an agent." That is, these cases also represent situations where
ClaudIA escalated a ticket through an N2 section.
Therefore, to understand appropriate strategies for these situations, simply consult the information above, regarding
the transfer reason Claudia used N2 content.
Improvements involving Content and/or Feature
Customer Asked for Human
Customer insisted on speaking to a human and Claudia escalated.
To reduce this type of transfer, it is necessary to reduce the need for a user to ask to speak to a human. Usually,
users request contact with an agent for two reasons: (1) because they do not trust that the AI can resolve their issue -
these cases can generally be identified when a customer asks to speak to a human right at the beginning of the service,
without having stated their issue; or (2) because the AI is indeed unable to assist them. To mitigate these cases, we
recommend two main strategies:
(i) Activate "AI Selling"
The "AI Selling" is a feature that, when a customer requests to speak to a human, instead of transferring them
automatically, sends a message "selling ClaudIA", indicating to the customer that they can send their issue and that the
AI will try to resolve it. If, in their second message, the customer asks to speak to a human again, ClaudIA will
transfer the service. In other words, with this feature, a customer needs to ask twice to speak to a human for them to
be transferred.
Example of service with the "AI Selling" feature:
Tickets transferred to N2 by this feature will have their reason indicated as Multiprompt handover.
To activate this feature and set the "AI Selling" message, please contact the Cloud Humans team.
(ii) Identify cases where AI did not resolve the customer's issue and create or improve sections based on the observed
service problems.
This strategy is useful for cases where ClaudIA attempted to resolve the customer's issue, but unsuccessfully, which
made them ask to speak to a human. These cases tend to occur because the available content (N1 sections) was not useful
for the customer.
To identify the N1 sections that were not effective and generated the need for human service, simply access the graph
"Content used before the customer asked for a human" in the "Retention Metrics" tab.
After locating the main sections that are not being effective, one must understand what can be improved in their content
so that it resolves the customers' issues.
Improvements involving Eddie
Eddie Transferred
Customer was transferred within a flow inside Eddie
To reduce this type of transfer, it is necessary to decrease the "Forward to Human [N2]" cards in Eddie flows, that is,
reduce the likelihood of a service ending up in a branch of the flow that will be escalated.
To do this, we recommend (1) identifying the Eddies that escalate services the most, (2) identifying branches that end
with "Forward to Human [N2]" and (3) understanding what needs to be done to transform N2 cards into N1 cards. To locate
the Eddies that escalate the most, simply access the graph "Volume of tickets in Eddie" in the "General Information -
Live Projects" tab of the Dashboard in the Hub.
Transforming an N2 card into N1 can be as simple as making an adjustment to the text preceding the card and updating the
integration with ClaudIA. However, some situations may require the creation of APIs and other back-office infrastructure
requirements. If you have questions about the possibility of creating an N1 branch within an N2 Eddie, we suggest you
contact your technology team.
Other transfer reasons (under construction)
