Playbooks
Playbook Builder™ Elements
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Topics are collections of keywords and phrases relevant to your customer experience strategy. Topics can represent concepts like “politeness” or “ownership” — or key business elements like product names and store locations. Within topics, you assign all the keywords that occur in conversations related to the topics.
Themes are score-weighted collections of Topics, and you build them into more complex concepts. For example, a theme like Positive Agent Behavior could be built from the Topics “Politeness,” “Proactive Language,” and “Agent Compliments.”
Send email and SMS message alerts and notifications
Invoke an AWS Lambda function: for example, run a fraud routine
Push data to a REST function, such as opening a case in Salesforce
Send a conversation to the evaluation workspace
Redactions represent keywords that you don’t want transcribed or stored for business purposes— for instance, PII (Personally Identifiable Information) such as credit card, social security, or telephone numbers.
In many cases, certain keywords such as brand names or proper names are misunderstood by the speech engines. Custom phrases allow you to take certain homonyms, synonyms, and proper names and ensure they are pronounced correctly by the system based on your business requirements.
Sentiment can be positive, negative, or neutral and can be based on the agent, the customer, or the entire channel.
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