Autotagging / SmartTag

[ashammi228]

Content
New functionality
New functionality
Now you can automatically tag calls, chats, and requests. Autotagging will help you find communications between clients and company employees that contain certain words and phrases. This will simplify the control of call center operators without hiring additional staff.


Autotagging
You can now set up automatic keyword telegram customer service malaysia tagging for recognized conversations, chats or tickets.
The autotag is placed immediately after the communication is completed.
For each tag, you can set multiple rules for autotagging.

Autotagging rules can be disabled.
In each rule for setting an autotag, you can set the following conditions:
- the type of communication for which we will set the tag: request, chat or recognized conversation;
- the site for which you need to mark calls. You can select several sites at once;
- who is speaking: a client, an employee or any of them;
- conditions for the appearance of keywords in the communication: "contains all", "does not contain all", "contains any of" or "does not contain any of";
- the keywords or phrases themselves.

SmartTag
The SmartTag tab has appeared in the Tags section.

Smart tags can only be applied to calls.
SmartTag functionality is available when the Speech Analytics component is connected.
The SmartTag system can be trained on a sample of calls that have been tagged manually. This allows for the most accurate tagging possible.
To train the SmartTag system, it is necessary to use at least 1000 calls, and the best quality is achieved with a number of 2000 calls.
Upon completion of the system training, you can receive a notification from the system to the specified email address.

You can use a regular tag together with a smart tag.
After tagging the Call Transcript report, you can give feedback to the system — whether it tagged the conversation correctly. For this purpose, each smart tag has a thumbs up or thumbs down icon.

Added pre-installed trained models for real estate and auto. They allow you to launch tagging for these industries without training — the model already has tags that SmartTag is trained on. If you need to modify the pre-installed model for yourself, you can edit the tags and launch re-training of the system.