Conditions for Creating a Case
When creating a case, three factors should be evaluated:
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The intent associated with the case: This determines the purpose of the case.
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The confidence label of the case: This determines which confidence label is assigned to the case.
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The cluster in which the case will be used: This determines where and when the VA uses the case.
The confidence label represents the Virtual Assistant’s level of confidence in being able to identify the customer’s intent. A case with a High confidence label is, therefore, able to directly send the customer to their solution with a minimum amount of clarifying questions. A case with a Medium confidence label contains a series of different clarifying questions to help the Virtual Assistant determine the customer’s intent and may also transfer them to a different cluster for additional guidance. A case with a Low confidence level can contain a control action that transfers the customer to the Escalation cluster to speak with a live agent.
The cluster containing the case determines where the case comes into use in the Virtual Assistant. Cases contained in the Intent cluster come into use if the Virtual Assistant can immediately determine what the customer’s intent is. Cases in the Process cluster are meant to be used when the Virtual Assistant asks the customer additional clarifying questions and can determine the customer’s intent as a result. Cases in the Escalation cluster come into use when the customer has specifically requested to speak with a live agent.
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