OliviaCares is a function of OliviaAI designed to allow managers and other relevant employees at each dealership location to monitor and track various important keywords, set alerts, and identify trends across specified methods of communication.
The "Alerts" function allows users to detect when specific keywords, also known as Tags, are used in desired communication methods (email, text, phone call, etc.). Configuring these Alerts tells Olivia to send a notification to managers whenever a specific Tag is used in a conversation with a customer.
The "Entities" function instructs Olivia to look for important phrases, sentences, and even tone of voice. While similar to Tags, these differ in their intent and their level of sophistication. Popular Entities could include:
Profanity
Negative Adjectives
Anger
Appointment requests
References to specific departments or store locations
OliviaCares also has Assignment and Category functions, which will be defined and built out at a later date. Please revisit this article in the future as Olivia continues to evolve!