Hear has introduced chat-scheduled automations to help contact center leaders manage recurring operations and agent tasks without manual oversight. This update allows users to schedule follow-ups and compliance checks directly within the Hear chat interface, ensuring critical work is completed consistently. By turning natural language instructions into automated reminders, Hear reduces the administrative burden on managers while maintaining high operational standards.
- Schedule recurring tasks directly through the Hear dashboard chat using natural language.
- Automate follow-ups and reminders for routine operations like compliance checks and agent tasks.
- Track alert feedback with new text-based feedback options and "Confirmed Modified" classifications.
- Analyze feedback data through integrated filters and reporting on the Hear Data page.
- Streamline call records by merging interactions based on specific offer IDs.
How does chat-scheduled automation work in Hear?
Chat-scheduled automation allows managers to turn natural language instructions into recurring tasks within the Hear platform. By telling Hear what needs to be done and how often, the platform automatically manages the follow-ups and reminders for your team. This feature is integrated directly into the dashboard chat, removing the need for complex configuration menus when setting up routine operational workflows.
This capability is particularly useful for operations leaders who need to ensure that repetitive but essential tasks are executed on a strict cadence. Whether it is a daily check on specific compliance markers or a weekly review of agent performance in a certain category, Hear handles the scheduling and notification process. This ensures that the conversation corpus is being monitored and acted upon without requiring manual intervention every time a task is due.
Why it matters for CX and compliance leaders
For CX and compliance managers, the primary benefit of this release is the elimination of manual oversight for routine work. In a high-volume contact center, important tasks like customer follow-ups or regulatory checks can easily fall through the cracks. By automating these routines, Hear provides peace of mind that operations are running consistently and that every required action is being tracked and prompted by the AI.
Furthermore, the addition of alert feedback enhancements strengthens the Compliance and QA area of the platform. Managers can now provide specific text feedback on alerts and classify them as "Confirmed Modified." This creates a more transparent audit trail and allows for better calibration between the AI's findings and the manager's expert judgment. Because this data is now exposed in the Data page filters, leaders can generate detailed reports on how their team is responding to and resolving alerts over time.
How to get started with automated tasks
To begin using chat-scheduled automations, navigate to the Hear dashboard chat and describe the task you wish to automate. For example, you might tell Hear to "Remind the team to check all high-risk compliance alerts every Monday at 9 AM." Hear will confirm the schedule and begin managing the reminders automatically. This natural-language approach makes it accessible for sales and marketing leaders to set up their own tracking without needing technical support.
In addition to task automation, users should explore the updated Analytics and Insight features. The ability to merge calls by offer ID allows for a more cohesive view of the customer journey, especially in sales environments where multiple calls may relate to a single promotion or deal. By cleaning up these data points and utilizing the new alert feedback filters, teams can achieve a more accurate understanding of their contact center performance.
Frequently asked questions
Can I see feedback on alerts in my reports?
Yes, alert feedback data is now fully integrated into the Data page filters and reporting tools. This allows managers to track how teams are responding to alerts and identify patterns in how alerts are being modified or confirmed.
How do I schedule a recurring task?
You can schedule a task by typing the instruction and the desired frequency directly into the Hear chat dashboard. Hear will interpret the request and automatically manage the scheduling and reminders for your team.
Does Hear support non-Latin characters in transcripts?
This release includes a fix for transcripts fetched via signed URLs to ensure that non-Latin text, such as Hebrew, is no longer mangled and displays correctly for all users.
Can I merge calls that share a specific ID?
Yes, Hear now supports merging calls by offer ID. This helps sales and marketing leaders organize related customer interactions into a single, comprehensive record for better analysis.
Hear Team
