{"id":19657,"date":"2019-07-24T00:00:00","date_gmt":"2019-07-24T07:00:00","guid":{"rendered":"https:\/\/www.helpshift.com\/glossary-term\/issue-classification\/"},"modified":"2023-11-02T12:30:40","modified_gmt":"2023-11-02T19:30:40","slug":"issue-classification","status":"publish","type":"glossary","link":"https:\/\/www.helpshift.com\/glossary\/issue-classification\/","title":{"rendered":"Issue Classification"},"content":{"rendered":"<div id=\"ez-toc-container\" class=\"ez-toc-v2_0_63 counter-hierarchy ez-toc-counter ez-toc-grey ez-toc-container-direction\">\n<div class=\"ez-toc-title-container\">\n<p class=\"ez-toc-title \" >Table of Contents<\/p>\n<span class=\"ez-toc-title-toggle\"><a href=\"#\" class=\"ez-toc-pull-right ez-toc-btn ez-toc-btn-xs ez-toc-btn-default ez-toc-toggle\" aria-label=\"Toggle Table of Content\"><span class=\"ez-toc-js-icon-con\"><span class=\"\"><span class=\"eztoc-hide\" style=\"display:none;\">Toggle<\/span><span class=\"ez-toc-icon-toggle-span\"><svg style=\"fill: #999;color:#999\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" class=\"list-377408\" width=\"20px\" height=\"20px\" viewBox=\"0 0 24 24\" fill=\"none\"><path d=\"M6 6H4v2h2V6zm14 0H8v2h12V6zM4 11h2v2H4v-2zm16 0H8v2h12v-2zM4 16h2v2H4v-2zm16 0H8v2h12v-2z\" fill=\"currentColor\"><\/path><\/svg><svg style=\"fill: #999;color:#999\" class=\"arrow-unsorted-368013\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"10px\" height=\"10px\" viewBox=\"0 0 24 24\" version=\"1.2\" baseProfile=\"tiny\"><path d=\"M18.2 9.3l-6.2-6.3-6.2 6.3c-.2.2-.3.4-.3.7s.1.5.3.7c.2.2.4.3.7.3h11c.3 0 .5-.1.7-.3.2-.2.3-.5.3-.7s-.1-.5-.3-.7zM5.8 14.7l6.2 6.3 6.2-6.3c.2-.2.3-.5.3-.7s-.1-.5-.3-.7c-.2-.2-.4-.3-.7-.3h-11c-.3 0-.5.1-.7.3-.2.2-.3.5-.3.7s.1.5.3.7z\"\/><\/svg><\/span><\/span><\/span><\/a><\/span><\/div>\n<nav><ul class='ez-toc-list ez-toc-list-level-1 ' ><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-1\" href=\"https:\/\/www.helpshift.com\/glossary\/issue-classification\/#Why_Does_Issue_Classification_Matter_to_Customer_Service\" title=\"Why Does Issue Classification Matter to Customer Service?\">Why Does Issue Classification Matter to Customer Service?<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-2\" href=\"https:\/\/www.helpshift.com\/glossary\/issue-classification\/#The_Benefits_of_Using_AI_for_Issue_Classification\" title=\"The Benefits of Using AI for Issue Classification\">The Benefits of Using AI for Issue Classification<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-3\" href=\"https:\/\/www.helpshift.com\/glossary\/issue-classification\/#How_Helpshift_Supports_Issue_Classification\" title=\"How Helpshift Supports Issue Classification\">How Helpshift Supports Issue Classification<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-4\" href=\"https:\/\/www.helpshift.com\/glossary\/issue-classification\/#Additional_information_About_Issue_Classification\" title=\"Additional information About Issue Classification\">Additional information About Issue Classification<\/a><\/li><\/ul><\/nav><\/div>\n\n<p>Issue classification means assigning customer service issues to the appropriate teams, agents, and channels in order to ensure the most effective and speedy outcome. Issue classification makes customer service organizations more effective by optimizing resource utilization.&nbsp;<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-why-does-issue-classification-matter-to-customer-service\"><span class=\"ez-toc-section\" id=\"Why_Does_Issue_Classification_Matter_to_Customer_Service\"><\/span><strong>Why Does Issue Classification Matter to Customer Service?<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p>Being transferred among numerous agents and forced to wait on hold multiple times is extremely frustrating for customers. IVF phone systems have long been a mainstay of customer service, enabling customers to \u201croute themselves\u201d by choosing the correct option. But customers hate them. They require patience and are often lacking the options the customer wants. Even when the customer makes a choice, they\u2019re often eventually transferred to another agent or team altogether.&nbsp;<\/p>\n\n\n\n<p>Agents don\u2019t love handling issue classification manually, either. There\u2019s a better way: smart issue classification uses artificial intelligence (AI) to classify issues automatically. It\u2019s a solution that works at scale and takes a degree of human error out of the situation.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-the-benefits-of-using-ai-for-issue-classification\"><span class=\"ez-toc-section\" id=\"The_Benefits_of_Using_AI_for_Issue_Classification\"><\/span><strong>The Benefits of Using AI for Issue Classification<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<ul>\n<li><strong>Speed \u2014<\/strong>&nbsp;AI-powered issue classification is instant, so issues are classified as soon as the conversation starts. The issue classification engine can route conversations, collect additional information from customers, and even bring an issue-specific bot into a conversation. This speeds up the time to first response and also frees up agents to handle more complex elements of the customer service process.<\/li>\n\n\n\n<li><strong>Accuracy <\/strong>\u2014&nbsp;AI-powered issue classification imparts accuracy at scale. A healthy model will outperform a team of agents in both accuracy of issue classification and thoroughness. And issue classification engines constantly learn from input, so they get more and more accurate over time.<\/li>\n<\/ul>\n\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter is-resized\"><img loading=\"lazy\" decoding=\"async\" class=\"wp-image-5575 aligncenter\" src=\"https:\/\/www.helpshift.com\/wp-content\/uploads\/2022\/04\/HELP_AI-Classification-768x576-1.png\" alt=\"\" width=\"480\" height=\"360\"><\/figure>\n<\/div>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-how-helpshift-supports-issue-classification\"><span class=\"ez-toc-section\" id=\"How_Helpshift_Supports_Issue_Classification\"><\/span><strong>How Helpshift Supports<\/strong> <strong>Issue Classification<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p>Helpshift\u2019s issue classification engine applies machine learning and AI algorithms to accurately predict the category of an incoming customer issue. A routing engine then assigns the categorized issue to a relevant agent or QuickSearch Bot. The issue classification engine learns and improves over time, leaning into AI to tweak and perfect its actions.<\/p>\n\n\n\n<p>Admins of customer service organizations have insight into analytics of the issue classification engine\u2019s performance and accuracy. At a glance, they can see the number of issues that were correctly categorized and the average accuracy of those categorizations. Routine agent feedback on categorization improves the accuracy over time as well.&nbsp;<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-additional-information-about-issue-classification\"><span class=\"ez-toc-section\" id=\"Additional_information_About_Issue_Classification\"><\/span><strong>Additional information About Issue Classification<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<ul>\n<li>Product: <a href=\"https:\/\/www.helpshift.com\/products\/support-ticketing\/case-management\/\">Comprehensive Case Management<\/a><\/li>\n\n\n\n<li>Support: <a href=\"https:\/\/support.helpshift.com\/kb\/article\/how-do-i-prepare-my-data-for-the-predict-model\/\" target=\"_blank\" rel=\"noopener\">How do I prepare my data for the Predict Model?<\/a><\/li>\n\n\n\n<li>Support: <a href=\"https:\/\/support.helpshift.com\/kb\/article\/what-is-sensai-predict-and-how-does-it-work\/\" target=\"_blank\" rel=\"noopener\">What is SensAI Predict, and how does it work?<\/a><\/li>\n\n\n\n<li>Blog post: <a href=\"https:\/\/www.helpshift.com\/blog\/the-new-imperative-of-ai-powered-issue-classification-why-we-created-helpshift-predict\/\">The New Imperative of AI-Powered Issue Classification: Why We Created Helpshift Predict<\/a><\/li>\n\n\n\n<li>Blog post: <a href=\"https:\/\/www.helpshift.com\/blog\/embracing-ai-for-issue-classification\/\">August Success Spotlight: Embracing AI for Issue Classification<\/a><\/li>\n<\/ul>\n","protected":false},"author":8,"featured_media":19658,"template":"","meta":{"_acf_changed":false,"content-type":"","inline_featured_image":false,"_kad_blocks_custom_css":"","_kad_blocks_head_custom_js":"","_kad_blocks_body_custom_js":"","_kad_blocks_footer_custom_js":"","_kad_post_transparent":"","_kad_post_title":"","_kad_post_layout":"","_kad_post_sidebar_id":"","_kad_post_content_style":"","_kad_post_vertical_padding":"","_kad_post_feature":"","_kad_post_feature_position":"","_kad_post_header":false,"_kad_post_footer":false,"footnotes":"","_links_to":"","_links_to_target":""},"categories":[1],"acf":[],"taxonomy_info":{"category":[{"value":1,"label":"Uncategorized"}]},"featured_image_src_large":["https:\/\/www.helpshift.com\/wp-content\/uploads\/2022\/04\/HELP_AI-Classification-768x576-1.png",768,576,false],"author_info":{"display_name":"Erik Ashby","author_link":"https:\/\/www.helpshift.com\/author\/erikhelpshift-com\/"},"comment_info":"","_links":{"self":[{"href":"https:\/\/www.helpshift.com\/wp-json\/wp\/v2\/glossary\/19657"}],"collection":[{"href":"https:\/\/www.helpshift.com\/wp-json\/wp\/v2\/glossary"}],"about":[{"href":"https:\/\/www.helpshift.com\/wp-json\/wp\/v2\/types\/glossary"}],"author":[{"embeddable":true,"href":"https:\/\/www.helpshift.com\/wp-json\/wp\/v2\/users\/8"}],"version-history":[{"count":2,"href":"https:\/\/www.helpshift.com\/wp-json\/wp\/v2\/glossary\/19657\/revisions"}],"predecessor-version":[{"id":28780,"href":"https:\/\/www.helpshift.com\/wp-json\/wp\/v2\/glossary\/19657\/revisions\/28780"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.helpshift.com\/wp-json\/wp\/v2\/media\/19658"}],"wp:attachment":[{"href":"https:\/\/www.helpshift.com\/wp-json\/wp\/v2\/media?parent=19657"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.helpshift.com\/wp-json\/wp\/v2\/categories?post=19657"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}