Categorization Overview
Categorization tracks and classifies related topics across your interactions by explicitly matching them with predefined Grammar or AI-based rules, called Intents. It provides stable, predictable tracking of specific known topics to help businesses analyze agent behaviors, track customer emotions, and visualize correlations across contact center operations.
How does it work?
Administrators group related predefined Intents into Category Sets. These sets can be structured hierarchically using subsets or configured to combine multiple intents into composite categories. Once assigned to specific services, the system analyzes a configured percentage of new or historical interaction transcripts, tagging them when these specific Intents are detected.
The system applies the resulting categories to interaction records. Users can visualize this data using custom Categorization Dashboards, which include widgets like category treemaps, overlap matrices, and frequency charts. Users can also filter by these categories within the Interaction Search interface and click a detected category to navigate directly to the relevant point in the interaction transcript.
Use Cases and Benefits
- Categorize interactions based on predefined rules for stable and predictable reporting.
- Track specific known topics, such as when customers mention a competitor, dispute a bill, or request a plan upgrade.
- Visualize correlations between different types of intents, such as customer emotions versus agent behaviors.
- Organize and categorize interactions within a hierarchical tree structure for granular analysis.
- Search and filter historical interactions by specific categories to quickly locate relevant conversation examples.
Dependencies
- Predefined Grammar or AI Intents must be created in the Intent Studio.
- Interaction transcripts are required.
- For voice services, call recording must be turned on globally or at the service level.
- For voice services, either real-time or historical Speech-to-Text transcription must be configured for the service.
- For chat services, no additional configuration is required.
< Previous