Consumer Products — Agent Intent Classification for SOP Management

Overview

The primary purpose of this DAG is to streamline the management of Standard Operating Procedures (SOPs) by automating the classification of agent intents during user interactions. It begins by ingesting user queries, which can originate from various sources such as customer service logs and chat transcripts. The ingestion pipeline processes these queries to prepare them for analysis. The core of the workflow involves applying machine learning models that classify the intents of the agents based

The primary purpose of this DAG is to streamline the management of Standard Operating Procedures (SOPs) by automating the classification of agent intents during user interactions. It begins by ingesting user queries, which can originate from various sources such as customer service logs and chat transcripts. The ingestion pipeline processes these queries to prepare them for analysis. The core of the workflow involves applying machine learning models that classify the intents of the agents based on the input data. This classification enables the system to generate appropriate responses tailored to the specific needs of the users. Quality control measures are implemented throughout the process, including performance testing of the machine learning models to ensure accuracy and reliability. The outputs of this DAG consist of classified intents and corresponding responses, which are then integrated into a request management system. This integration significantly enhances operational efficiency by reducing response times and improving the overall quality of service. Monitoring key performance indicators (KPIs) such as classification accuracy, response time, and user satisfaction is crucial for assessing the effectiveness of the DAG. The business value lies in its ability to optimize SOP management, reduce manual intervention, and improve customer interactions in the consumer products industry.

Part of the SOPs & Playbooks solution for the Consumer Products industry.

Use cases

• Increased operational efficiency in SOP management
• Reduced response times for customer inquiries
• Improved accuracy in understanding user intents
• Enhanced customer satisfaction through timely responses
• Lower operational costs by minimizing manual processing