How do I build a GenAI-based Insight Topic - evaluagent CX Smart Intelligence
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Go to Analytics > Click Manage topics
To help get you started on your Analytic journey, evaluagent has provided a core set of topics for you to use immediately, revealing insights into all conversations handled by your agents every day.
You can easily customise any of our topics by applying your own specific terminology, branding, products and service.
A copy will now be saved in your work tab named 'Our topics', where you can start customising the terminology using the topic editor. By selecting edit from the topic's burger menu, you will be presented with the topic editor, which will slide into view (see an example of a GenAI-based insight topic below).
Alternatively, you can create your own insight topic from scratch to automatically surface those service-critical moments, finding the most important conversations for you and your business.
When creating a GenAI-based insight topic, you will write a prompt informing the large language model of what you would like to detect when analysing the conversations between your agents and customers. To help drive better results, you will provide examples of phrases you expect the model to detect; this guides the model to seek out similar phrases when returning a determination.
By the end of this process, your prompts may become quite extensive, but don't worry; you can continue to build and enhance these topics over time.
From here, options for technology are presented, select GenAI.
The above is an example of the GenAI-based insight topic builder.
Here, you will name your topic, provide a description, and assign a theme, which will help users fully understand what the topic is designed to do.
You can now start writing your prompt, describing what you want to detect.
In the example below, you can see a new topic starting to be formed around greeting the customer.
The more examples you can provide the more informed the model is when detecting the presence of phrases the same as or similar to your examples and prompt, and the more likely it will return an accurate determination.
Finally, once you save your topic, it will appear in the manage topic table under the tab 'Our Topics'.
NOTE:
Before conversations are tagged with insight topics they have to be made active from the burger menu drop down in 'Manage Topic' table. This will ensure all active topics can be seen across the relevant Auto-QA reports.
A topic can be deactivated from the same place only if they have not been attached / linked to a scorecard.
There is a limit of 10 active AI (GenAI) Topics per contract. When you reach the limit, the Activate button is disabled. To activate a new topic, you must first deactivate an existing one.
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