Chat Category

The Chat category captures customer interactions related to the structure of a conversation, including conversation openings, requests to speak to a human, and conversation conclusions.

End of Conversation

Customers indicating the conversation has concluded, either by expressing satisfaction (e.g., thanking the agent) or by saying goodbye or thank you.

Examples:

• Thank you for your help!
• That’s all I needed, bye!

Tag: dg-end-of-conv

Openings

Customers initiating a conversation, usually with greetings or small talk.

Examples:

• Hi there!
• Good morning, how are you?

Tag: dg-chat-openings

Speak to Human

Customers requesting to speak with a human agent or agreeing to do so when offered.

Examples:

• I want to talk to a real person.
• I want to speak with a human.
• Can you transfer me to an agent?

Tag: dg-speak-to-human