Category terms best practices
A term One to five words that are meaningful to a specific type of business, or phrases that stand out in interactions in Speech and Text Analytics. for a category Grouping of calls in Speech Analytics that pertain to specific business issues among all transcribed interactions. can be a single keyword, a phrase enclosed in quotation marks, or an expression with operators. Invest time to assign the appropriate number of terms to a category. Add words or phrases that capture the interactions that most accurately define the business issue.
Use short expressions
When creating a category, aim to use short expressions. Short expressions return the most interactions with minimal impact on accuracy.
Instead of “I called you”, try “called” or “called you.” Avoid meaningless terms.
When adding terms or phrases to a category, avoid the use of short connecting words that are less likely to be recognized.
Instead of “charge the account”, use charge NEAR account.
Think negative
When a term variation is not relevant, use NOTIN (not applicable for real-time categories).
To find interactions that mention charges, but do not mention recurring charges, use “charges NOTIN (recurring NEAR charges).”
Focus on the issue, not the root cause
To avoid creating a list of categories with a bias, focus on the terms that surface the issue and not the root cause.
Build concise and accurate categories
Build concise and accurate categories that can be easily monitored and can provide business value.
That is, to find interactions with a negative outcome (complaints, dissatisfaction, escalation), do not to add all the terms in one category. Instead, create a category for each issue. Adding them all to one category reduces the significance of each one and the category as a whole.
To understand the impact all these outcomes, create a category with a filter that includes all these categories and analyze all the retrieved interactions.
For real-time categories, analyze the outcome by tagging the interactions that trigger the notifications, and searching for them using the custom data tag.