Tab AI Categorization
AI categorization refers to the automatic recognition and assignment of keywords and category content by AI. This function enables the AI to analyze conversations and assign and create the appropriate category based on the content and context similarity.
- AI categorization is used to automate the categorization of conversations and ensure that they comply with established 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 assistance” if the conversation mentions numerous technical terms or specific problems that are typical of technical assistance. 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.
Legend | Option / function | Description |
1 | Menu | Use following functions to create, edit or delete a AI Categorization.
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2 | Table | The following content is displayed in columns:
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Add AI Categorization: Add an AI Categorization, see 
Edit AI Categorization: Edit an AI Categorization, see 
Delete AI Categorization: Delete an AI Categorization, see Description of the functionality bar
| Open help | Opens the online help, see Open Help. |
| Refresh view | Refreshes the view of the current tab. |
