📄️ Scenarios
Scenarios delineate what you intend to accomplish with a conversation. These objectives primarily fall into three categories:
📄️ Jobs
Executing a Job runs one or more Scenarios, generating a report that can be viewed in the 'Results' tab.
📄️ Process Transcript
This step converts Conversation Transcripts from TEXT format to JSON format, which is a required format for subsequent analysis steps.
📄️ Summarize Conversation
This step analyzes the entire conversation transcript, distilling the most crucial elements of the dialogue. This includes factors such as the main topic of the conversation, the customer's final sentiment (be it satisfaction or dissatisfaction), and whether the customer completed a payment, among other points of interest.
📄️ Analyze Problems
This step involves processing the Conversation Script in JSON format to identify any issues or anomalies within the Conversation. If your original Conversation Scripts are still in TEXT format, it's essential to transform them into JSON format using the 'Process Transcript' step.
📄️ Analyze KPIs
This step examines the dialogue drawn from the Conversation Script, calculating values for all pre-configured Key Performance Indicators (KPIs). The outcomes of these calculations can be found in the 'Results' section.
📄️ step-categorize
It might be convenient to assign different sets of KPIs to different categories of conversations. For example, sales conversations might be measured by Upsell (abitliy to upsell new products, services, or warranties while selling another product), while technical support conversations could be measured by Troubleshooting (following the proper troubleshooting process with the customer).