What is Auto-tagging?

Auto-tagging is a process of applying tags to conversations for identifying emerging themes in your conversations. It enables your organisation to continuously learn about your customer needs without burdening your customer support or analyst team with the gruelling task of tagging conversations.

How does it work?

When a conversation is closed in Intercom with no tags applied, it is automatically queued for Auto-tagging. 

When a conversation reaches the end of the queue, Prodsight retrieves conversation messages and scans its contents for distinct discussion topics. Once topics are discovered, relevant tags are applied to the conversation to indicate that those topics are discussed in that conversation. 

Please note that you will need to have a positive Auto-tag credit balance for the process to work. You can learn more about credits below.

What are Auto-tag credits?

We strive to charge customers fairly for the value provided so you will only have to pay for conversations that were Auto-tagged. When a conversation is Auto-tagged, a single Auto-tag credit is debited from your balance. We do not offer refunds for unused Auto-tag credits but they do not have an expiry date.

Learn about Auto-tag pricing here.

What can I do with my Auto-tagged conversations?

Once you have at least 1,000 conversations tagged, you will start seeing emerging themes in your conversations. Depending on your context, it could be topics concerning use cases that your customers can't yet satisfy with your product, usability issues, bugs, user education issues. 

All of this information can be very powerful in decision-making around improving your product feature set, performance and usability, fine-tuning your marketing or sales pitch, improving user education materials and reducing customer support cost.

Can I combine my own tagging with Auto-tagging?

Yes! We built Prodsight in a way that allows you to have a flexible analysis process that fits your business needs. We continuously synchronise your Intercom tagging activity to retrieve any tags that your team have applied to the conversation and then combine this information with our Auto-tagging output. Regardless of the ratio between Self-tagging and Auto-tagging, you will see the same set of reports.

How do I get started?

To get started with Auto-tagging, simply head to your Prodsight Dashboard, head to your project Settings > Billing and purchase a bundle of Auto-tags. If you have any questions or would like help setting up your process, feel free to contact us for a consultation.

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