Ai Spotlight: Interesting Question
    • 20 Mar 2024
    • 2 Minutes to read
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    Ai Spotlight: Interesting Question

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    Article summary

    The Interesting Question feature helps capture questions from both agents and clients during calls, providing insights into service quality and knowledge gaps. It allows managers to identify areas for improvement and enhance training. To use this feature, managers can access interesting question data from the web call history or analytics section in the Admin Portal at Dialpad.com. They can filter calls by contact center or coaching group and select the Interesting Question moment. The data can be reviewed for calls with interesting questions from the customer, agent, or both. Managers can also identify trends by analyzing patterns in the Analytics section, seeing if questions are trending up or down over time. This information can help train sales reps and contact center agents effectively.

    Knowing what questions your customers are asking helps us understand what matters to them, the issues they're facing, and what confuses them. 

    The Interesting Question moment uses Dialpad Ai to capture questions from both agents and clients during calls, providing valuable insights into your team's service quality, and knowledge gaps. This feature identifies areas for improvement, empowering coaches and supervisors to enhance training and ensure your team is asking the right qualifying questions and positioning things effectively.

    Let's go over how this custom moment works. 

    Who can use this feature

    Custom moments are available to Ai Sales and Contact Center customers on the Pro and Enterprise plans.

    Dialpad Ai is available in English and Spanish for offices in the United States, Canada, Mexico, Puerto Rico, Australia, New Zealand, Spain, and the United Kingdom.  

    How to use interesting questions

    Once Dialpad Ai is enabled, managers can find calls with coachable moments to improve and knowledge gaps by using the filters for the Interesting Question moment.

    Easily review interesting question data from your web call history, or from the analytics section.

    Access interesting question data from analytics 

    Navigate to the Analytics section from the Admin Portal at Dialpad.com

    1. Filter by contact center, coaching group, or review all calls
    2. Select the Moment filter
    3. Select the box beside Interesting Question
    4. Select if you'd like to review calls with interesting questions from the customer, agent, or both 
    5. Select Apply

    Access interesting question data from call history

    Navigate to the Call History section from the Admin Portal at Dialpad.com

    1. Filter by contact center, coaching group, or review all calls
    2. Select the Moment filter
    3. Select the box beside Interesting Question
    4. Select if you'd like to review calls with interesting questions from the customer, agent, or both 
    5. Select Apply

    To see the full details of the call, click the Ai icon to view the call summary.

    Dialpad Tip
    If a customer asks a question your agents don’t know how to answer, consider adding that to a Real-Time Assist card to help them the next time that question comes up.

    From the Analytics section, easily spot and decipher patterns. See if questions are trending up or down over time as you train up your sales reps and contact center agents with support material and RTAs.

    1. Select the Interesting Question filter
    2. Navigate to a day to see the number of calls where interesting questions were captured, and on which side (agent or caller).

    Dialpad tip:

    If callers are frequently calling because they can't find the 'edit' button on their payment profile, take this feedback to your design team so they can make it more visible. 

    If clients are constantly calling to complain about a missing feature, take that feedback to your product team so they can adjust accordingly.


     


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