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Exercise 2.5: AI driven Topic Analytics.

Topic Analytics provides easy to use interface for the Contact center administrators to identify the reasons their end callers are calling into the contact center. This is achieved by transcribing existing customer recordings and using cutting-edge AI technologies to extract the contact reasons from these transcripts.
Contact Reason – AI generated summary indicating the reason of the call. Topic – A representative label for groupings of similar contact reasons

  • Ability to filter interactions by Topics
  • View interactions details (Transcripts, call recordings, contact details)
  • Improved coverage and accuracy with our enhanced AI models


Pre-requisites:

  • Minimum 2000 English call recordings

Understand the Topic Analytics module.

  1. Go to Contact centre overview
  2. Under Quick Links , click on Topic Analytics (beta)



  3. Follow the screen and accept the condition to move forward to see Topic Analytics page.
  4. On left side click on “Topic Analytics”



  5. Then on “Cisco_Live_May_Collection



  6. Make a note of Total Analyzed interaction and how many of those has recording available.
  7. Next, Click on Topic tab.



    8. Things to observe:
    Different Topics for which customers are calling into the contact center, these are opportunitites which can be used for automation and additional Sel-service via Virtual agents. Like Cancel Appointment, Book Appointment, Lab Test etc. and % of contacts assigned to those topics.
  8. Click on Export option to export this data in Excel format. Which can further be required in detail.



  9. Next, Click on “Cancel Appointment Now” Topic.
  10. It will take you to the “Contact Record” Tab, showing all the Contact associated with this Topic, along with Date/Time of those calls, and Contact Reason.



  11. Click on any contact here, and you would see details around that contact including:
    • Transcript
    • Actual recording, which you can play right here
    • Summary of the Contact under “Contact Details”
    • Summary of the topic and Contact Reason under “ Topic Analytics”
    12. Observe these details and play the recording.


    You have successfully completed this lab.