Conversational Intelligence on ~.UcClient.~ Unified Communications

Topic Analysis

Mon, 01 Jan 0001 00:00:00 +0000

Topic Analysis #

Topic Analysis automatically identifies the subjects being discussed across your calls. Rather than relying on manually tagged data or keyword searches, topics are extracted directly from the transcription by AI — surfacing what is actually being talked about, even when you did not know to look for it.

How Topics are Generated #

After a call is transcribed, the AI reads the full conversation and identifies the dominant subject being discussed, assigning it as the 'Primary Topic' for the call. If the conversation covers more than one distinct subject, a second topic is also assigned to capture the additional theme.

Sentiment Analysis

Mon, 01 Jan 0001 00:00:00 +0000

Sentiment Analysis #

Sentiment Analysis measures the tone of a conversation — whether the language being used is positive, neutral, or negative. Rather than giving a single score for the whole call, ~.Dimensions.~ tracks sentiment separately for the customer and the user, and follows how it changes throughout the conversation.

How Sentiment is Measured #

After a call is transcribed, the AI evaluates the language used by each speaker across the conversation. Words, phrases, and patterns of speech are assessed to determine whether the tone at each point in the call is positive, neutral, or negative.

Keywords

Mon, 01 Jan 0001 00:00:00 +0000

Keywords #

While Topic Analysis and Sentiment are driven entirely by AI, Keywords give you direct control over what you want to monitor. A keyword rule defines one or more specific words or phrases that ~.Dimensions.~ should look for in transcribed calls. When a match is found, the call is tagged and the matching text is highlighted in the conversation view.

Keywords bridge the gap between open-ended AI discovery and targeted, policy-driven monitoring. They are particularly useful when you need to know whether something specific was said — or not said — on a call.