Knowing what your customers want is half the battle to delivering the right solution to their problem.
This guide describes how to get the recommended next best action for a customer's question within any channel (voice, chat, email/webform). The next best action feature allows you to tap into the Directly Platform to understand if Directly has an expert Advocate available to answer the question or if there is an available automation ready to be served up to the customer. When using the Understand API (v2/understand/next), the next best action includes Directly's level of confidence for the customers question to be automated and the confidence level for an expert to answer the question. You can use this feature in Understand to better inform how you solve customer problems in an omni-channel experience. Deliver an automation, engage an expert, or route to the right agent in your contact center.
Updated 4 months ago