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.
AI Categorization can be used as the basis for a policy, see Tab Policies.
When viewing the recording in the Recording tab, the identified categories are displayed, see Tab Policy.
Description of the functionality bar
| Open help | Opens the online help, see Open help. |
| Refresh view | Refreshes the view of the current tab. |
The following content is displayed in columns:
- Name
Description of the options for configuring the Adherence phrases
| Create mandatory phrases and statements, see Add AI categorization. |
| Edit mandatory phrases and statements, see Edit AI categorization. |
| Delete mandatory phrases and statements, see Delete AI categorization. |
