Themes overview

Powered by the novel technology, Semantic Intelligence (Si), Speech Analytics Product that analyzes ongoing changes in customer behavior through spoken interactions with the customer, and drives effective organizational changes needed to address challenging market conditions. automatically extracts themes Groups of expressions used in Speech and Text Analytics that help users understand what is happening in their calls, without the need to know what to look for in advance. from employee-customer interactions, which are more intuitive and meaningful than words.

Themes are groups of expressions that have similar meaning in your data. Themes help you understand what is happening in your calls, without the need to know what to look for in advance.

A theme represents a single business issue represented by many different interactions. By reviewing themes, you can quickly and easily understand the main business issues raised in a multitude of interactions in your data set.

For example, the name of one theme can be: cancel- account. This theme represents many different interactions that contain concepts related to canceling an account. This theme can include interactions where, for example, the customer said: I want to cancel my account, or I already canceled that account.

By reviewing the volume of interactions represented by a theme, you can understand the magnitude of the business issue. You can also view other metrics represented by themes, including the average duration and silence time of its associated interactions.

Content of themes

A theme can include the following items:

Relations: Two terms that were found near each other in one interaction In Speech Analytics, an interaction represents a single part of the contact between one employee and the same customer. In Text Analytics, an interaction is the communication session between one or more employees and the same customer with a unifying contextual element..

For example, speak<-> supervisor is one relation. This relation indicates that the words speak and supervisor were found within close proximity to one another in an interaction.
Concepts: Terms that are meaningful to a specific type of business or phrases that stand out in interactions.

For example, a theme can contain these terms and phrases: verify, confirm, want to confirm, and wanted to confirm.

Example: make - reservation theme

Theme name: make - reservation
Relations and concepts:
- make <-> reservation
- made <-> reservation
- need to make <-> reservation
- want to reserve
- would like to reserve