Talkative offers two AI-powered tagging options that help you categorise interactions consistently and save agent time. Both features use AI to analyse chat transcripts against the tags assigned to each queue.
When enabled, AI will:
- Review interaction transcript.
- Choose the most relevant tag(s) from the list assigned to that queue.
- Apply the tag(s) automatically.
1. AI Auto Suggest Tags
When enabled, AI analyses the chat transcript after the interaction ends and suggests the most relevant tags. These tags are pre-filled during wrap-up, so agents can quickly confirm or adjust them before completing the conversation.
- Best for: speeding up agent wrap-up while keeping human oversight.
2. AI Auto Assign Tags
When enabled, AI analyses transcripts from interactions that never reach an agent (e.g. chatbot-only conversations or abandoned chats). The AI then automatically applies the most relevant tags from the queue.
- Best for: keeping visibility of chatbot and dropped interactions that would otherwise go untagged.
Haven’t created your tags yet? You can create them here.
1️⃣ How to Enable AI Auto Suggest Tags
Use this for assisting agents with the wrap up phase, when enabled it will pre-populate the form with the suggestions that can be further edited.
Settings → Company Config → Agent Experience → AI Auto Suggest Tags
Enable the toggle → Submit
2️⃣ How to Enable AI Auto Assign Tags
Use this for tagging interactions that didn’t include a human agent, giving you better visibility over topics throughout the customer journey.
Settings → Company Config → Channel Management → AI Auto Assign Tags
Enable the toggle → Submit