Define keyword and soundslike

Conversations are mapped to the defined category based on keywords. To cover homophones, you can define alternative writing.

For every keyword, one alternative writing can be entered. If there are several similar sounding words, you can enter additional keywords with another alternative writing.

Search for exact keywords

  1. Activate the check box Search for exact keywords to search for exact keywords in conversations.

Example

Search for the keyword Bank while Search for exact keywords has been activated:

− Terms like banking secrecy or bankability are not considered.

Create keyword and alternative writing

  1. Click in the field Keyword and enter the keyword.
  2. Click in the field alternative writing and enter the homophone.
  3. Confirm the entries of the keyword and the alternative writing by pressing the [Enter] key or by clicking on the button New.

Delete keyword and alternative writing

  1. Select a combination of keyword and alternative writing that you would like to delete.
  2. Confirm the deletion of the combination of keyword and alternative writing by clicking on the button Del.