The company profile lets you add specific custom entities Defined keyword or phrase, with or without variants, in an interaction or message to the following entity types. The entities for these entity types Ideas, themes, or concepts relevant to your company and to which entities can belong; for example, 'sound quality' or 'competitor brands'. vary for every organization:
- Competitor Brands
- Competitor Products
- Industry Terms
You should set up a company profile even if you don't configure all the possible variants for each concept. It allows Interaction Analytics to correctly recognize and count the times an entity was mentioned. This is true even if the exact entity is mispronounced, transcribed incorrectly, or in some cases, not used at all.
Key Facts About Company Profiles
If your company has Interaction Analytics for multiple languages, you can add company profile entities Defined keyword or phrase, with or without variants, in an interaction or message in those languages.
The Top Company Profile Terms Widget lets data users see how many times these terms or entities are mentioned. Users can even drill down to see every mention Reasons agents aren't able to take contests. in an interaction.
You can use company profile custom entities as values for certain variables in category templates Category groupings that help you use the data for a specific purpose. Out-of-the-box category templates include Intent to Buy and Risk Aversion.. The term then becomes a custom category Data groups that Interaction Analytics uses for parsed call transcript data. They make it easier to find trends..
Dorothy Gale applies the Intent to Buy category template to a dataset Set of parsed interaction transcripts that spans a specific period of time and match your specified filter criteria.. Interaction Analytics reviews all the dataset data to identify not just the intent to purchase, but what specifically the person wants to buy. This is based on the custom entities Dorothy configured in her company profile for Products.
You can use widgets Graphical representation of data that meets specified filter criteria. to view positive or negative sentiment Overall mood or result of the interaction as determined by analysis of words, phrases, and context of the transcript. Interactions can be positive (blue), negative (red), frustrated, mixed (dark gray), or neutral (light gray). around your company profile custom entities.
When you create a dataset, you can filter the data using keywords, phrases Combination of words that have special significance when used together in a specified order, such as "want to cancel"., and custom entities. When you begin to type a custom entity, an auto-suggestion appears and mentions the company profile entity for that term.