A program is a set of instructions that tell SpeechMiner what to recognize in recorded conversations between contact center agents and customers in relation to a specific business issue.
More specifically, a program's instructions are made up of topic and non-linguistic recognition tasks that contain guidelines about what SpeechMiner should look for, when to look for it and where to look for it in the interaction.
Topics must be defined before you can add them to a program. However, you can change their contents after you add them to a program. The topic contents that are defined when the program is applied are the contents that will be sought by SpeechMiner in interactions associated with the program. For information about creating and modifying topics, see Topics.
When SpeechMiner identifies a recognition task it registers an event. For more information about events, refer to the SpeechMiner User Manual.
| Every interaction that enters the system is automatically assigned to a program. |
A program consists of the following:
Each program instructs SpeechMiner to extract useful information from a recorded conversation using the following content processing methods:
Introducing the Program Interface
Create a Program
Program Structure
Non-Linguistic Identification identifies the non-verbal parts of an interaction. For example, silence, busy signal, key presses and caller agitation (tone).
Every program instructs SpeechMiner to automatically identify the following non-linguistic events:
In addition, when you configure a program, you can choose whether SpeechMiner should also identify agitation (that is, non-verbal expressions of frustration and anger, such as deep sighs, grunts or rapid changes in pitch).
Each non-linguistic event that is identified by SpeechMiner has a start time, an end time, and a type. For example, if SpeechMiner identifies silence in an interaction, this is a non-linguistic event whose start time is the beginning of the silent period, whose end time is the end of the silent period, and whose type is "Silence."
Introducing the Program Interface
Create a Program
Program Structure
Each program is organized as a structured diagram that links topics in a consecutive string to mimic the expected flow of the conversations associated with the specific topic. The diagram is used to tell SpeechMiner where in an interaction the content must be found in order to match the requirements. For example, a structure diagram could show a "Loan Offer" topic at the beginning of an interaction, followed by a "Disclaimer" topic, and, finally, a "Contact Information" topic.
You can fine tune the structure to increase the efficiency and accuracy of the recognition process using the following features:
Introducing the Program Interface
Create a Program
Program Structure
Interactions are sent to SpeechMiner from the external recording system. When they are received, they are put into SpeechMiner's processing queue to await their turn for analysis by SpeechMiner. Because the processing of some interactions may be more important than the processing of others, SpeechMiner does not automatically process interactions in the order in which they were placed into the queue.
When you create a program, you assign it a priority level. SpeechMiner selects which interaction to process first based on the priority level of the program it is associated to. SpeechMiner processes the highest priority interactions in the queue first, and then proceeds to interactions with lower priorities, regardless of how long the interactions have been in the queue.
Introducing the Program Interface
Create a Program
Program Structure