Reply Family Tree
Every canned reply's family tree, and which new versions actually stop repeat contacts.
The job
Ranks canned replies, templates and the bot's answers by the repeat contacts they cause. Finds when and why each started failing, replaces failures with versions based on the best human replies, and proves the replacement is better.
The moment
Every canned reply is shown on a family tree, with how often it leads customers to get in touch again.
A review shows the "where is my refund" template started failing the week the refund window changed to 14 days.
A replacement drafted from one team's best reply is tested head to head against the old one. It wins, with repeat contacts down 40%.
The tree credits that team as the founder of the new line of replies.
What it does
- Start a head-to-head test
- Settle the test
- Offer the phrasing to the bot
- Drill into a reply
What you see
Family tree of every canned reply, with a review of when each began to fail, a workspace for drafting replacements, and head-to-head tests
What it moves
The share of customers getting in touch again within 7 days about the same request, and the contacts removed each month, after the new reply takes over.
Built for
- QA, training & knowledge
- Contact-centre operations
- Frontline staff
