Triaging requests with Cleverly

Cleverly triages cases for you, which is the starting point to: 

• prioritize self-service opportunities and cases in your team’s backlog based on the type of request;
• leverage your agents’ skills through routing or trigger automations.

The base of Cleverly Triage are the case categories which we also refer to as taxonomy.

Cleverly automatically assigns a category to each new case within two minutes of its arrival. Besides helping agents find the right answer for each case, the Cleverly category can be used for different triage use cases.

Understanding Cleverly categories

Once your data is synchronized, we match it with our industry-leading, proprietary taxonomy and have one of our data analysis experts do a deep dive into your data and business to come up with the best classification option.

Our proposed classification taxonomy usually has between 50 and 100 categories, which is a good number to manage. The categories are defined first on a broader level, such as “Order” or “Finance”, and secondly on a more specific level like “Order not delivered” or “Transaction issue”, respectively. 

At Cleverly, we tailor the classification system, or taxonomy, to your business. So if you want to keep your own classification taxonomy, we can also adapt to it. 

Checking the Cleverly category for a Case

Cleverly adds metadata to each case, namely the category or language, and also flags it as spam if this is the case. When you open a case in Salesforce, the Cleverly category shows on the left side, as shown in the picture below:

The information that Cleverly adds to each case is also visible in the Cleverly Widget, along with the suggested script and macros to handle that case. You can get a more detailed explanation of the details of the Cleverly Widget functionality in the following sections.