Symptom / Need

I need to analyze in a summarized and grouped way the use of the different types of artificial intelligence components (NLP) configured in my routing points, to identify trends and usage volumes.

Context / Scenarios

• You want to evaluate how frequently each of the NLP components are used in your voice and chat interactions.
• You need to identify the most common types of analysis in your operations, such as keywords, sentiment analysis, or summaries.
• You are looking for a report that shows the number of characters sent and received by NLP component type.
• You want to use this information to optimize the resources allocated to artificial intelligence tools.

Answer (Solution/Recommendation)

To analyze the grouped usage of different types of AI components in your routing points, you can generate the report "8. NLP grouped by type" available in the "CDR" tab within the "Reports" section of wolkvox Manager. This report offers a detailed summary with the following key columns:

• TYPE_NLP: Indicates the type of artificial intelligence component used, such as:
  • Real-time analysis of Mr. Wizard voice (nlp-MrWizard-rtvoice).
  • Voice or chat keyword analysis (nlp-voice-keywords, nlp-text-keywords).
  • Voice or chat sentiment analysis (nlp-voice-sentiment, nlp-text-sentiment).
  • Summaries in voice or chat (nlp-voice-summary, nlp-text-summary).
  • Auto QA or general voice of the customer analysis (nlp-voc-autoqa, nlp-voc-general).
  • Components related to intentions and questions (nlp-classifications, nlp-Q&A).
• NLP_AMOUNT: Shows the number of times each component type was used.
• CHARS_SEND: Total number of characters sent by the agents.
• CHARS_ANSWER: Total number of characters sent by clients.
• TOTAL_CHARS: Total sum of characters sent and received by each type of NLP.