Define Initial Phrases and Keywords

To be effective, a topic must be well-defined. That is, since people use a variety of different words to express the same idea, you should try to include as wide a range of alternative words as possible.

In many cases, topics can benefit from fine-tuning after they have been applied to interactions and the call-auditing process takes place.

Before you begin

Create an Empty Topic

Procedure

  1. Make a list of phrases and keywords that you believe represent your business issue.
  2. Adhere to the following best practices during this process:        Since Nuance does not contain all terms in its dictionary (for example, some acronyms), phonetic transcription may be poor for specific terms that are not manually inserted.
           For example, "IFA" can be pronounced "aYeFeY" and "eefa", but Nuance will only transcribe "eefa".
           To add a pronunciation, a new field should be added to the language dictionary .xml file.
           For example, if we want IFA to be pronounced "aYeFeY" and not "eefa", the following should be added to the dictionary file:

                <entry key=" IFA ">
                      <definition value=" aYeFeY " />
                </entry>

    In general, only one keyword should be selected per phrase; if two words always appear together, like "credit card", you can select them both as the keyword.


What to do next

Add Topic Phrases

Related Topics

SMART Overview
SMART Hierarchy