Customer service or call center processes are complex to deal with because of the volume of unstructured data, data that is difficult to understand and process as language is dynamic and goes on changing.
As an organization scales, launches new products, new strategies it's difficult to keep up and organizations invest a lot of time trying to structure the data and training their agents on the protocols and processes for doing so. Some of the benefits of automatically tagging it are:
Faster onboarding of agents as they can focus at first on specific queues
More efficiency of agents as they can focus on their job and invest less time in admin tasks
Spotting new arising trends, issues and tackle them rapidly
Having a reliable constant criteria that you can trust