Conversational Intelligence on ~.UcClient.~ Unified Communications

Custom Dictionary

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

Custom Dictionary #

If there are words in the conversation that are not being transcribed correctly, you can add them to the custom dictionary. This allows the system to recognize these words and transcribe them accurately in future calls. Generally mis-transcribed words are product names or services that used by the customer that the transcription engine has no knowledge of.

To add a word to the dictionary, press the 'Add Custom Dictionary Entry' button and then populate the following settings on the form:

Business Areas

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

Business Areas #

The business areas section provides a way to categorize and organize your customer interactions based on the business function or department they relate to. This can help you gain insights into which areas of your business are generating the most customer interactions, and identify trends or patterns in customer behavior.

The descriptions entered against each business area are used within the AI prompts to provide context on the type of interactions that should be categorized within each business area, so it is important to ensure they are descriptive and accurate.

Keywords

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

Keywords #

The Keywords feature provides a way to search for specific words or phrases within transcribed conversations. This can be useful for:

Checking that users answer calls with the correct greeting
Ensuring that specific information is collected during the call (e.g. customer name, reason for call)
Monitoring for specific phrases that may indicate a positive or negative customer experience (e.g. 'thank you', 'cancel my subscription')
Identifying calls that may require follow-up (e.g. 'speak to a manager', 'cancel my subscription')
and many other use cases

Each keyword rule allows you to search for one or more words or phrases within all or a specific part of a conversation. When a match is found, the call is tagged with the keyword, which are then displayed on the 'Conversations' and are also searchable.

Scoring

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

Scoring #

The Scoring feature provides a way to automatically score calls based on a variety of available metrics. This can be useful for monitoring agent performance, ensuring compliance with company policies and identifying areas for improvement.

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Only users that have the 'Quality Assurance' role assigned can have their calls scored.

Creating a Scorecard #

Under the 'Conversational Intelligence / Scoring' section of the portal settings, you can add new scorecard or edit existing ones. To add a new scorecard, click the '+ Add Scorecard' button and populate the following settings: