PureConnect

Discussion Thread View
Expand all | Collapse all

Can swear words be filtered out from web chats between agent and User

  • 1.  Can swear words be filtered out from web chats between agent and User

    Posted 08-13-2020 09:21
    Hi

    I would like to filter/ blank out any vulgar/swear words that are picked up on Interaction Connect web chat, between an agent and User
    #Implementation

    ------------------------------
    Theolan Govender
    ------------------------------


  • 2.  RE: Can swear words be filtered out from web chats between agent and User

    GENESYS
    Posted 08-13-2020 11:20
    Theoretically, you could look for particular strings, but I'm not sure the effort would be worth it. The problem is twofold: Firstly, you need to define what, exactly, constitutes a vulgar/swear word (not as easy to pin down as you might think!); Secondly, you have the high likelihood that the word will be (deliberately) mis-spelled to bypass filters. As a result, you will end up with a LONG filter list, which may then impact performance.

    My recommendation would be to record the chats. If an agent is using what you consider to be inappropriate language, then you have a case for user training. If it's from a customer, then you need to figure out how you will handle that.

    ------------------------------
    Paul Simpson
    Senior Technical Instructor
    ------------------------------