Explore your conversations with AI Search

Summary

Learn even more about conversations with your customers with AI search functionality. Search for a given word or phrase and find results in your conversations that are an exact match or that are similar to the terms searched. Click on the matches link the review the conversation snippets that are similar to your search and uncover hidden relationships.

Set Up

Contracts with with the scale package will be eligible to utilise AI search, carrying out searches won't use any of the customer's credits. 

There are two feature flags required to enable this functionality

1. AI Search Processing:

This feature flag relates to the back end processing of the AI search capability. We want to enable this flag initially to start mining data before it’s available to users in the front end
As part of this first release we won’t use AI search on backdated conversations. Processing should be enabled 2 weeks or more ahead of enabling the front end to ensure there is sufficient data mined.

2. AI Search Visibility:

This feature flag will handle the front end for AI search. This should be enabled once a period of time for data mining has been allowed for.

How to use AI Search

Search

Navigate to imported contacts page > Conversations tab

1. Select the search type from the search dropdown menu > Select AI Search

2. Type in the word or phrase you'd like to search eg. Problems with delivery

Viewing Results

3. The conversations that match or present similar phrases will be loaded. The search results matches columns will show the number of utterances mentioned in a given conversation. Select the 'X matches' hyperlink to view the matches

4. A slide out panel will open with a summary of the select conversation details including;

• Reference
• Agent name
• Date and time of the interaction
• Number of matches

You can resize the panel to expand the view or reduce the size to view more of the under lying table. 

Note that you can still navigate with the table behind while the panel is open.

5. The score column indicates the similarity of the utterances in the conversations with the searched terms. This is show as a percentage and decimal number. Only matches that have a similarity score of 60% or above will be presented. 

The utterance column shows the snippet of conversation relating to this match. The speech bubble colours indicate the type of speak eg customer or agent, with a label of the speaker type to the left. 

6. You can use these filters to hide/show utterances relating to a specific speaker type. For example if I only wanted to see utternaces where the customer has mentioned problems with their delivery then I can tick customer and untick agent to hide any results relating to the agent. 

7. Another option to filter results is using the slider to view utterances above or below a given percentage. The slider will default to 50% but this can be moved to increase or decrease the matching results. 

8. To investigate the conversation in more detail you can click the 'view contact' hyperlink to be redirected to the full conversation. 

9. Additionally, you can navigate to the agent who handled the interaction by clicking on their name. You'll be redirected to the agent's profile where you can view performance relating reports for this individual. 

10. To close the panel click on the cross in the top right hand corner.