Keywords #

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

• 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.

Adding a Keyword search entry #

Under the 'Conversational Intelligence / Keywords' section of the portal settings, you can add new keyword rules or edit existing ones. To add a new rule, click the '+ Add Keyword' button and populate the following settings:

General #

Name

A user friendly name for the keyword rule. This is a required field. This ame will be displayed in tag applied to the call, so it is good practice to keep the name concise.

Description

A more detailed description of what the rule is being used to search for. This is used for internal reference and is not displayed to users outside of the settings area.

Highlight Colour

Choose a colour to be used when highlighting the keyword match within the conversation view. This is used to make it easier for users to identify where in the conversation the keyword was mentioned.

Enabled

This is a simple setting used to enable or disable rules without having to delete them. When a rule is disabled, it will not be applied to conversations but will still be shown on calls that have previously been tagged with the keyword.

Words/Phrases #

Words/Phrases

Enter a list of one or more words or phrases that you want to search for within conversations. These can be individual words (e.g. 'refund') or phrases (e.g. 'speak to a manager'). When entering multiple words or phrases, separate them by pressing the 'ENTER' key.

tip
You can also paste in a comma or new line separated list of words/phrases and they will be automatically separated into individual entries.

Speaker

This setting controls which part of the conversation the system will search for the specified words or phrases. The options are:

• Anyone - Search for the words/phrases in both the customer and user parts of the conversation.
• Customer only - Search for the words/phrases in the customer's part of the conversation.
• User only - Search for the words/phrases in the user's part of the conversation.

Location

This setting controls where in the conversation the system will search for the specified words or phrases. The options are:

• Anytime - Search for the words/phrases anywhere in the conversation.
• Beginning - Search for the words/phrases within the first part of the conversation. Enter a time limit in hh:mm:ss format to specify how far into the conversation the system should search.
• End - Search for the words/phrases within the last part of the conversation. Enter a time limit in hh:mm:ss format to specify how far from the end of the conversation the system should search.
• Between - Search for the words/phrases within a specific time range in the conversation. Enter start and end time limits in hh:mm:ss format to specify the time range the system should search.

Proximity

This setting controls whether the 'Words/Phrases' that are being searched for should be 'Near' or 'Not near' other words. As with the 'Words/Phrases' setting, you can enter one or more words or phrases in the proximity setting. When entering multiple words or phrases, separate them by pressing the 'ENTER' key.

Example: You want to search for the word 'refund' when it is mentioned near the phrase 'speak to a manager'. You would enter 'refund' in the 'Words/Phrases' setting and 'speak to a manager' in the proximity setting, with the proximity type set to 'Near'. This would then tag calls where 'refund' is mentioned within close proximity to 'speak to a manager', which may indicate that the customer is asking for a refund and wants to speak to a manager about it.

When using the proximity setting, you can choose the from the following options to specify how close the words/phrases need to be in order to be considered a match:

• Same sentence - The words/phrases need to be mentioned within the same sentence in order to be considered a match.
• Adjacent sentences - The words/phrases need to be mentioned within adjacent sentences in order to be considered a match.
• Within - The words/phrases need to be mentioned within a specified time frame of each other in order to be considered a match. Enter a time limit in hh:mm:ss format to specify the time frame.

Filter Conditions #

The filter conditions can be used to limit the types of calls that are searched when looking for keyword matches. This can be useful to ensure that keyword rules are only applied to relevant calls and to improve performance by not searching for keywords in irrelevant calls.

For example, if you are looking to ensure that terms and conditions are mentioned during sales calls, you can limit the keyword search to only apply to sales calls by adding a DDI filter or filtering by a sales call tag.

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Changes to Keywords entries only affect transcriptions going forward. Previously transcribed conversations will not be updated with new keyword matches.