Street Lexicon
A living dictionary of the words customers actually use for you.
The job
Teaches every bot, phone menu and search box the words customers really use, group by group, and proves each new match cut handovers to people.
The moment
The app keeps a living dictionary of the words customers actually use. One entry is "the yellow paper", used about 4,100 to 4,600 times this quarter.
Conversations using it were handed to a person 62% of the time, because the bot never understood that citizens mean the permit form.
The bot is taught what the phrase means. Two weeks later, the handover rate for that phrase has fallen to 19%.
The counter adds 2,300 handovers avoided, worth $18,400 at the contracted price.
What it does
- Create, merge or approve a lexicon entry
- Send approved synonyms to KB search and IVR grammar
- Add unrecognised phrasings to the new-hire quiz and the AI agent test suite
- Send the Word of the Week to leadership
- Open examples
What you see
Dictionary arranged by root word, with a "Coined this week" front page, a phrasing constellation per intent and a weekly lexicon-page card
What it moves
How often AI conversations containing the newly matched words are handed to a person, and the handovers avoided multiplied by the contract price per resolution, in dollars.
Built for
- Frontline staff
- QA, training & knowledge
- Product & digital
- CX leaders & VoC
