Skip to main content
Duckie automatically classifies conversations using categories, attributes, and resolution rules — giving you structured data for analysis and reporting.

​
Why Classification Matters

Classification transforms unstructured conversations into actionable data:
BenefitExample
Understand trends”40% of tickets are billing-related”
Measure performance”Technical issues have 85% resolution rate”
Route intelligently”High-priority tickets go to senior agents”
Improve over time”Most escalations happen in shipping category”

​
Classification Components

​
Categories

High-level, mutually exclusive conversation types: 
├── Billing
├── Technical Support
├── Account Issues
├── Feature Requests
└── General Inquiry
Each conversation gets one category.

​
Attributes

Custom fields with predefined options:
AttributeOptions
PriorityHigh, Medium, Low
Product AreaDashboard, API, Mobile App
Customer TierEnterprise, Pro, Free
SentimentPositive, Neutral, Negative
Conversations can have multiple attributes.

​
Resolution Rules

Conditions that determine when a conversation is “resolved”:
  • Customer confirmed the issue is fixed
  • No response needed (informational)
  • Time elapsed without follow-up

​
How Classification Works

At the end of each agent run: 
Conversation ends
       │
       ▼
┌─────────────────────┐
│ Assign Category     │ → "Billing"
└─────────────────────┘
       │
       ▼
┌─────────────────────┐
│ Extract Attributes  │ → Priority: High
└─────────────────────┘   Product: API
       │
       ▼
┌─────────────────────┐
│ Evaluate Resolution │ → Resolved: Yes
└─────────────────────┘
The AI analyzes the conversation context and applies appropriate classifications.

​
Using Classification Data

​
In Analytics

View breakdowns by category and attribute:

​
In Run History

Filter and search by classification:

​
For Routing (Future)

Use classification for intelligent routing based on category or attributes.

​
Getting Started

1

Create Categories

Define the high-level conversation types for your business.
2

Create Attributes

Add custom fields for the dimensions you want to track.
3

Configure Resolution

Define what “resolved” means for your team.
4

Assign to Agents

Select which categories and attributes each agent should apply.

​
Next Steps

Categories

Set up conversation categories

Attributes

Create custom attributes

Resolution Rules

Define what “resolved” means

Analytics

Analyze by classification