Drop-down list: Categories, AI Categorization.
The drop-down list of categories and AI Categorization provide a structured way to define specific categories and their recognition rules. These functions make it possible to configure categories that are to be recognized and applied in conversations to ensure that the communication complies with the defined policies.
Categories
Categories contain previously defined keywords that can be applied to a conversation. These categories are fixed designations or stored classifications that help to organize conversations thematically or highlight certain contexts, see Categories.
- The purpose of the categories is to create clarity and structure in communication by uniformly labeling certain topics or contexts. They enable the user to quickly and efficiently apply relevant keywords to conversations in order to better categorize them.
- A category could be “customer satisfaction”, “technical support” or “sales pitch”, for example. The user can define appropriate keywords, select the category and apply them to the conversation to clearly define the context and topic of the conversation and set a new retention time.
AI Categorization
AI Categorization refers to the automatically Detection and mapping of keywords and contents of categories by AI. This function enables the AI to analyze conversations and assign and create the appropriate category based on the content and context similarity, see AI Categorization.
- AI Categorization is used to automate the categorization of conversations and ensure that they comply with the defined standards and guidelines. The AI uses both related subject areas and contexts that differ in terms of content in order to make a precise and comprehensive categorization.
- An example of AI Categorization could be the automatic assignment of a conversation to “technical support” if the conversation mentions numerous technical terms or specific problems that are typical for technical support. The AI recognizes the thematic match and assigns the corresponding category without the need for manual selection.