Street Lexicon
A living dictionary of the words customers actually use for you.
The job
Teach every bot, IVR and search box the words customers really say, group by group, and prove each new mapping cut handovers.
The moment
Entry the yellow paper: about 4,100-4,600 uses this quarter, handed to a human 62% of the time because the bot never understood that citizens mean the permit form. Two weeks after the mapping ships the entry turns green at 19%, and the front-page 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
AI handover rate on conversations containing mapped terms, and handovers avoided x contract price per resolution (in dollars)
Built for
- Frontline staff
- QA, training & knowledge
- Product & digital
- CX leaders & VoC
