AI Insights best practices

To ensure accurate, easy to act on insights when using Genie Bot, follow these best practices:

Use well-defined categories and filters

The quality of Genie Bot's results depends on well-defined categories that target a uniform subset of interactions. To focus the data set on the specific interactions that you want to investigate, refine the filters.

Write clear and focused questions

• Use precise language for clarity.

• Break down complex questions into simpler parts for better responses.

• Rephrase ambiguous terms to target the specific issue effectively.

Example:  

• Instead of asking:

  "Why are customers disconnecting?"

  Ask:

  • "Why are customers asking to disconnect from the service?"

  • "What are the main reasons for churn?"

• If you selected the categories Churn and Automobile insurance, you might ask: 

  • Can you suggest a script to reduce churn?

  • What are the top reasons for churn?

  • Are agents trying to avoid churn?

Enhance questions with context

Genie Bot does not inherently know the selected category Grouping of calls in Speech Analytics that pertain to specific business issues among all transcribed interactions. or filters. Include relevant context in your questions.

Example:  

If you select the Complaints category, ask:

"What are the reasons for complaints?"

Break Down complex questions

To gain detailed insights, divide complex queries into simpler, focused parts.

Example:  

Original question:

• "What bill inquiries are customers calling about, and are agents sending customers to the self-help website?"

Break it down into two parts:

1. "What bill inquiries are customers calling about?"

   Genie Bot's Answer:

   • Hydro bill:

     [date] "I'd also like to pay my hydro bill, the last four numbers of thirty dollars, three zero point zero zero."

   • Cable bill:

     [date] "The next one is for shock cable, then the last four numbers of forty-eight dollars and fifty-five cents, four eight point six five."

2. "Are agents sending customers to the self-help website?"

   Genie Bot's Answer:

   • "Yes, there is evidence of agents directing customers to the self-help website."

     • [date] "You can actually log on to our website at acme dot…"

     • [date] "Enter the login, you have an option to register now…"

Apply a duration filter for broader insights

Longer interactions may disproportionately dominate the analysis. Applying a duration filter enables Genie Bot to process more interactions, providing a wider range of insights.

Capitalize on suggested questions

Use the suggested questions at the bottom of the Genie Bot chat area to quickly explore topics relevant to your data set.