Symptom / Need

I want to identify the detailed and specific consumption of each artificial intelligence component (NLP) used in the routing points configured in my contact center operation.

Context / Scenarios

• You need to analyze which AI components are used most frequently and in which contexts (voice or chat channels).
• You need to evaluate the performance and use of tools such as keyword analysis, sentiments, summaries or the Auto QA component.
• You are looking for statistics related to the number of characters sent or received during interactions that use these components.
• You want to make data-driven decisions to optimize your routing point configuration.

Answer (Solution/Recommendation)

To get detailed statistics on the use of artificial intelligence components (NLP) in your routing points, you can generate the "7. NLP Detail" report available in the "CDR" tab within the "Reports" section of wolkvox Manager. This report includes information such as:

• 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).
  • Intentions with artificial intelligence (nlp-classifications).
  • Question and Answer (nlp-Q&A) responses.
• NLP_CHANNEL: Shows the source channel of the activity, such as:
  • Voice channels.
  • Web chats, WhatsApp, Facebook, Instagram, among others.
• CHARS_SEND: Number of characters sent by the agent.
• CHARS_ANSWER: Number of characters sent by the client.
• TOTAL_CHARS: Total sum of characters sent and received.
• DATE: Date on which the record occurred.