Pre-defined keywords and phrases automatically identify GDPR requests and allocate to specific GDPR category for actioning.
Ego provides identity provider capabilities without the need for utilising an external service such as Active Directory
GDPR - Redaction
Enquiries can be redacted, and content rectified so that the business complies with redaction and rectification requests
Utilise rules to automatically allocate enquiries to the right brand and control user access based upon brand permissions. Maintain tone of voice by automatically selecting content for the brand the correct brand
The language of the enquiry is automatically detected so that staff do not need to manually allocate a language to an enquiry and enquiries can be efficiently routed to appropriate agents.
Administrators can ensure enquiries allocated to a specified case are routed to the same queue irrespective of their specific content.
Manual Enquiry Creation
Administrators can enable agents to manually-create enquiries so that they can capture and handle enquiries originating from phone calls or other off-system channels.
Content administrators can add content to the knowledge base which is relevant to brand, category and language so that knowledge articles are pre-fetched when handling enquiries.
Content administrators can also configure placeholders to indicate where brand custom parameters can be placed so that agent understanding, productivity and consistency are improved.
Local administrators can define data entities relevant to their business domain so that operational data entity features (such as data entity extraction, data collection via data forms and webhooks) are enabled
Extract Business Domain Data
Business domain data contained in customer enquiries can be automatically extracted and made available via the agent desktop. Additionally, this extracted data can be utilised in both manual responses and webhooks for integration purposes
Enquiries are automatically acknowledged so that customers have a reference for their enquiry. The frequency of acknowledgements can be controlled by category and / or case. Acknowledgements use the same language as the enquiry so that customers understand the response (in conjunction with multi-language option)
Acknowledgements are branded so that customers have a consistent experience (in conjunction with multi-company option)
Local administrators can define and manage profane phrases so that they can control words they consider profane within their business domain. This ensures responses which contain profanity are automatically subject to quality assurance
Local administrators can enhance the default spelling capabilities by controlling the spell checking of words used within their business domain with a custom dictionary.