An interactive video platform serves free response questions to viewers in order to capture feedback on products, let viewers ask support questions, clarify information about purchasing or any other range of potential requests or concerns. While the free form responses include valuable information including the manners in which customers are thinking about the product, routing the requests is a challenge. The goal is to leverage AI classification to better route questions to the correct audience internally.
Immediately upon submission of an interaction within the video, the content of that interaction is submitted via webhook to an HTTP endpoint served by Contextual Agents. The viewer questions are stored in records in a Contextual Object Type. A series of AI prompts to categorize questions based on a fixed list of potential groups within the business and then prompts to assess severity / urgency of responding to the issue are executed in order to effectively route and prioritize the requests.
