Posted On: February 10, 2021

Steps to create decision tree for your contact center

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An organisation’s success is built on the cumulative success of its leader’s decisions, which is why optimizing the decision-making process is of paramount importance. Encouraging managers and leadership to rely on a decision tree maker can help enterprises improve their operations and grow faster.

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Do you know, an interactive decision tree software when combined with potential CRM, simplifies customer-based operations?


  • Information sorted in guided workflows provide an instant resolution
  • Easy to create post-call conversation documentation
  • Findability of information just by entering specific keywords
  • Consistent responses with robust technical support across all touchpoints.

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What is decision tree builder?

A decision tree is a guided workflow that represents data in the form step-by-step flowchart, illustrating how each decision leads to specific outcomes for the organization.

This is particularly helpful in a contact center scenario, where the agent is expected to have the relevant responses to each query and issue raised by the customer.
A decision tree is represented in a chart form, hence is easy to understand by a contact center executive. Since the decision tree is a step-by-step guided workflow, they are essentially interactive guides to the resolution of the problem.

The decision tree starts with a question node and is then subdivided into tracks of yes or no that are used basis the customers answers. This straightforward logical reasoning becomes a robust tool that can be used to strengthen many service processes. Robust decision trees better equip your customer service executives for excellent customer service.

Most Organisations use a decision tree tool as it relies on vital organizational data to generate outcomes and help managers make key decisions.

Get started to explore decision tree in action: Click here

Consider the following scenario

As a customer service agent, you must decide how to handle an irate customer who has received an incorrect item. You’ve narrowed down two avenues you’d like to explore – giving a discount on the next order or making the current order free of charge.

While the two seem like routes that will appease the client, the truth is that the wrong decision could cost your organization a lot of money.

Thus, when your agents are empowered with the right tools in place, he can understand the process and can decide impact of their choices for business & minimize the risk.

In this situation, your agent can ascertain that while a hefty discount on a future order can help ensure a second sale, the chances of the customer returning are quite low. On the other hand, making the order free of charge may seem like an immediate loss of revenue, but there are higher chances of the customer returning in the future.

And they decide to make the order complimentary and send the correct item to the customer.

Know how to create effective contact center scripts to deliver enhanced customer experience: Click here

Steps to create a decision tree using Knowmax’s decision tree software

Using a decision tree tool can be one of the most effective ways to create decision trees that impact different verticals of your organization. However, to ascertain the benefits of using a decision tree, you can certainly craft one to suit your current needs.

Step 1 – Start with the guidance root step/ Opening question

Step 2 – Add user responses

Step 3 – Add the direct node with each user response

Step 4 – Link node to another module

Note that creating a decision tree is simple and can be used as a decision-making tool for short-term as well-long term organizational objectives.

Why should you make a decision tree?

Decision tree software offers a broad spectrum of benefits such as:

1. Increased first call resolution

Decision trees software can be used to create call center scripting, as well as helping agents identify the right measures to solve a customer’s query. As decision trees typically map out the likelihood of a positive or negative outcome after a specific decision, customer service agents will be better equipped to handle multiple scenarios and steer them towards positive outcomes.
This, thus, increases the chances of first-call resolutions (FCR), ensuring that the customer walks away satisfied as quickly as possible. By implementing decision trees, you stand to improve customer retention and loyalty in the long run.

2. Reduced call hold time

Often, when customers call agents for support, they are placed on hold while the agent searches for the right solutions to queries. The search process can include locating the appropriate documents, searching for customer service content, and even brainstorming ideas quickly with colleagues.

All of this translates to long hold times for the client.

When you use a decision tree, all the agent has to do is type in a keyword to locate the right tree on the system, and then follow the steps illustrated in the same. This means that agents can search for solutions and scripts while speaking with customers, ensuring that they don’t have to stay on hold.

3. Faster resolutions

Quick access to verifiable solutions also means that agents are less likely to take a long time to resolve a single call.

This offers two main benefits – your customers don’t feel as though their time is wasted, and your agents are freed faster to attend to more calls. In other words, you can expect a productivity boost.

4. Comprehensive representation of data

The most effective decision trees are those that illustrate a myriad of possible outcomes, as opposed to only showing outcomes that may occur in the near future. Most decision trees are, thus, rather comprehensive in terms of the data they display.

For sales agents, this can help with crucial decisions that ultimately cause repeat sales in the future. For managers, this can mean implementing campaigns that continue to offer an ROI months after they end.

Using a decision tree tool that implements machine learning and AI can be monumental in driving sales, retaining customers, and crafting campaigns that increase brand affinity.

5. Specific outcomes that reflect real-world business impacts

A decision tree maker assigns values to each decision path, problem and outcome. This can make factors such as profits, costs, and losses more explicit.

With financial consequences made less ambiguous, and easy comparisons between different decisions on-hand, agents will be well-equipped to accurately identify the right decisions to meet your business objectives each time.

6. Ease of use leading to frequent use

Often, Organisations face resistance while deploying new software, simply because of the learning process that comes with using new software. One of the primary benefits of using a decision tree tool is that it is incredibly easy to use.
Most decision tree makers allow managers to use pre-made flow charts to input their decisions, while the software itself displays the outcomes and data.
The easier it is to use software; the more frequently will your teams rely on the same. Thus, you can expect faster decision-making and, more importantly, efficient decision-making over time as the software is adopted by all members of your organization.

7. Decisions are logic-based

Decisions made using decision trees are based on logic and data. That helps organizations to keep the emotions and other forms of bias at bay.

In other words, a logic-based decision tree can help prevent any clouding of judgements, ensuring that each customer is treated the same way, irrespective of any external circumstances.


A decision tree maker helps empower your agents to navigate calls more efficiently, and managers to make effective and quick decisions. This can put your organization on the fast-track to growth and success.

To know more about implementing a decision tree builder for your organization, get in touch with our team today!

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