Smart and custom highlighters

Summary

The video script introduces advanced features of CCAI Insights, focusing on Smart and Custom Highlighters. Smart Highlighters are pre-set with key phrases for intent recognition, while Custom Highlighters allow for tailored phrase match rules and semantic matching for specific conversation segments. These tools enhance conversation analysis by identifying important areas of interest, such as customer intent, competitor mentions, and system issues, providing a more detailed understanding of interactions.

Takeaways

• 📚 The section introduces additional Insights offerings, specifically Smart and Custom Highlighters and an upcoming LLM generative FAQ.
• 🔍 Smart Highlighters are pre-configured with phrases like AUTHENTICATION INFO, CHECK ISSUE RESOLVED, and CONFIRM ISSUE RESOLVED to capture user intent.
• 🎨 Custom Highlighters allow for the creation of personalized highlighters based on specific needs and phrases.
• 💡 Highlighters are applied during conversation analysis to capture relevant segments that align with areas of interest.
• 📸 Screenshots demonstrate the process of creating custom highlighters and managing existing highlights.
• 📚 A detailed guide for creating custom highlighters is available in resource #21 of the Additional resources document.
• 🔗 Custom Highlighters can be used to identify competitor mentions or specific phrases in various contexts, such as car insurance.
• 🔎 The semantic match feature in Custom Highlighters allows for concept-based matching rather than strict string matching.
• ⚖️ Custom Highlighters can be fine-tuned to control the specificity of matches and whether they are case-sensitive.
• 🛡️ They can also help in ensuring security by validating certain phrases during interactions, such as requests for email addresses.
• 🔍 Identifying key phrases that confirm successful interaction, like 'Thanks, that’s all I needed,' is another use of Custom Highlighters.

Q & A

What are the two types of highlighters discussed in the script?

The two types of highlighters discussed are Smart Highlighters and Custom Highlighters.

What is the purpose of a Smart Highlighter?

A Smart Highlighter is pre-configured with a set of phrases that CCAI Insights recognizes as important for determining the user's intent, capturing relevant segments of a conversation.

Can you provide examples of phrases used in Smart Highlighters?

Examples include AUTHENTICATION INFO, CHECK ISSUE RESOLVED, and CONFIRM ISSUE RESOLVED.

How are highlighters applied in a conversation analysis?

Highlighters are applied when a conversation is analyzed, capturing segments relevant to a particular area of interest based on the keywords or phrases they contain.

What is a Custom Highlighter and how is it different from a Smart Highlighter?

A Custom Highlighter is created by users with specific phrase match rule groups and rules, unlike Smart Highlighters which are pre-configured. It allows for more tailored detection of conversation segments.

What are the components of a Custom Highlighter?

A Custom Highlighter is comprised of one or more phrase match rule groups, each containing one or more rules.

How can the detection of a Custom Highlighter be configured?

You can specify whether a highlight should be detected if only one of the rules resolves to true or if all of the rule groups resolve to true.

What is the semantic match feature in Custom Highlighters?

The semantic match feature allows you to focus on concepts instead of specific strings, enabling the system to find situations that match the intended concept.

How can matches be controlled in Custom Highlighters?

A slider controls how narrow or wide the match should be, and you can limit matches to specific words and configure whether the match is case-sensitive.

What are some practical applications of Custom Highlighters?

Custom Highlighters can be used to identify competitor mentions, car models and makes in car insurance conversations, customer entity detection, and confirming successful interaction phrases.

How does using topic modeling with highlights enhance conversation analysis?

Using topic modeling with highlights provides more detailed analysis of conversations by identifying specific themes and patterns in the dialogue.