Chat with Genie Bot

Gain insights from interactions by applying well-defined categories and filters and submitting questions to Genie Bot. Genie Bot's answers are based on the top 100 interactions defined by your filter and categories. Answers are divided into topics, each supported by up to three relevant quotes from the interactions.

Before you begin 

• Verify that you have filters and categories defined that target the interactions you want to analyze. The quality of Genie Bot's answers are improved when you apply well-defined filters.

• Verify that you are assigned the View Genie Bot privilege Permissions associated with each role that define the features of the application a user is able to view and the functionality in the application the user can access..

Procedure 

1. Set a category Grouping of calls in Speech Analytics that pertain to specific business issues among all transcribed interactions. and filter:

   Define the subset of interactions to investigate by selecting a category and filter.

   • Set a filter in any 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. workspace Area within an application window where the user interacts with the program..

   • Select a category in the Discovery or Trends workspace.

2. Access AI Insights:

   From Speech Analytics, under Analyze, select AI Insights.

   The number of interactions selected for the Genie Bot analysis is listed at the top of the Genie Bot chat. Genie Bot uses up to 100 interactions, depending on the selected filter and the length of the interactions in your data set.

3. Ask a question:

   Submit a question to Genie Bot about the selected data set.

   1. Do one of the following:

      • In the chat box, type your question in natural language.

      • Open the Recent Questions pane, and select a recently asked question.

      • From the bottom of the Genie Bot chat area, select a suggested question.

   2. Click Submit.

4. Verify Genie Bot’s answer:

   Verify the accuracy and relevance of Genie Bot's analysis.

   • Review the topics and provided quotes to ensure they align with the answer.

   • Click a quote to start playback Process of selecting a recorded interaction, playing it back to listen to the call, and viewing the content of the interaction on the screen. at the relevant point in the 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.. Supporting quotes are tagged in the Player Application that displays recorded interaction data in audio waveform format, which is a color-coded display of the voice energy levels of the employee and customer. The Player also provides metadata about the interaction. with a Genie Bot tag. These tags Time-stamped information items appended to interactions at different points of interest, including Annotations and Events. are only visible in the Player in the AI Insights workspace.

   • To display more topics per answer, click Show more topics.

   • To display more quotes per topic, click Show more quotes.

   • If the answers are not clear, consider changing the filter parameters to focus the data set on the issue you are investigating.

5. Ask follow-up questions:

   Refine the analysis by asking follow-up questions based on the insights provided by Genie Bot.

6. Start a new chat:

   To reset the chat and start a new chat session, click . Previous chat answers are not saved, but the Recent Questions list is retained.

   To keep the questions and answers of a session before deleting it, export the session to PPT.