The Etuma Contact Center Categorizer is an automatic contact center categorization service that uses semantic rule-based natural language processing and machine learning to provide accurate, consistent, and multi-language categorization of customer contacts in real-time. It aims to address issues with high transaction costs, error correction delays, slow responses, and inconsistencies that can occur during traffic peaks with traditional contact center systems that lack system-level learning.

1. Etuma
Contact
Center
Categorizer
Automatic Contact Center
Categorization Service

2. High transaction cost
Error correction delay
Slow response
Traffic peaks
Inconsistency
Lack of system-level learning
Etuma Contact Center Categorizer
”Call Center" by Vitor Lima| License: CC BY-SA 2.0

3. etuma
CONTACT CENTER
Web form
Contact Center Assigns ID and Forwards Text
AUTOMATIC
TEMPLATE
SELECTION
Customized Contact Center
Specific Categorization
MANUAL
CHECK
AND SEND
Response
Email
Etuma Contact Center Categorizer

4. Accurate and consistent
multi-language
categorization
Real-time monitoring
Content analytics for
management decision
making
Etuma Contact Center Categorizer

5. Semantic Rule-based
Natural Language
Processing Technology
Amazon Web Services
Real-time asynchronous
API using REST or SOAP
Etuma Contact Center Categorizer

6. Etuma Contact Center Categorizer