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  • 1.  Creating a phrase in within topics based on caller (ANI) not the agent (or vise versa)

    Posted 7 days ago
    Hi Community friends,
    We're currently exploring options for building phrases based solely on how customers describe their issue when they call in.
    I haven't been able to find any references to this approach on the Ideas page or in existing discussions. I also haven't seen any documentation confirming whether Genesys supports the use of regular expressions within the phrase widget.
    Has anyone tried implementing something like this? If so, I'd really appreciate hearing what you've learned-especially any limitations, workarounds, or best practices.
    Thanks in advance,

    #WEM-Quality,WFM,Gamification,etc

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    Steven Casper
    W.W. Grainger, Inc.
    [EmailAddress]
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  • 2.  RE: Creating a phrase in within topics based on caller (ANI) not the agent (or vise versa)

    Posted 6 days ago

    Hello Steven,

    Unfortunately, as of now, Genesys does not support regular expressions within phrases used in Speech & Text Analytics topics, however I did see that there are several regex ideas in the Product Ideas Lab. I would recommend taking a look at those ideas and voting or submitting an idea as well.
    Though I am also curious if others in the Community are doing something similar despite the limitation. 



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    Jason Kleitz
    Online Community Manager/Moderator
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  • 3.  RE: Creating a phrase in within topics based on caller (ANI) not the agent (or vise versa)
    Best Answer

    Posted 6 days ago

    Thanks, in reviewing the ideas, thank for the direction. I have found this idea.  https://genesyscloud.ideas.aha.io/ideas/DARSTA-I-469. It calls out exactly what I am looking to do.  Hopefully, Genesys can deliver on this in the near future

    Proposed Enhancement: Metadata-Based Category Filters

    Adding the following filters would dramatically improve categorization precision.

    1. Speaker-Side Detection

    Allow phrase detection to be filtered by who said the phrase.

    Examples:

    • Agent-only detection: Identify when an agent says required disclosures such as
      "This call may be recorded for quality purposes."

    • Customer-only detection: Track when customers mention phrases such as
      "I want to cancel" or "I already called about this."

    Benefits:

    • Accurate compliance monitoring

    • Clear distinction between customer intent vs agent behavior

    • More meaningful analytics



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    Steven Casper
    W.W. Grainger, Inc.
    [EmailAddress]
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    Original Message


  • 4.  RE: Creating a phrase in within topics based on caller (ANI) not the agent (or vise versa)

    Posted 6 days ago

    Hi Steven,

    We've worked on a similar use case using STA topics.

    You can achieve this by leveraging the participant field we restrict detection to external (customer) participants, which helps avoid agent-driven matches or repeated prompts.

    Topics are also semantic rather than exact keyword-based, so having good phrase variations is important. From what we've seen, regex isn't supported in the phrase widget.

    We started with a small set of high-confidence customer phrases and refined them using real transcripts. We also combined topics with workflow logic to detect specific scenarios rather than relying purely on phrases.



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    Phaneendra
    Technical Solutions Consultant
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  • 5.  RE: Creating a phrase in within topics based on caller (ANI) not the agent (or vise versa)

    Posted 6 days ago

    Thank you, I am testing now.  I do like the ideal of within the phrase you can make these same adjustments. It seems like an all or nothing option. (having to have multiple topics to be more specific).  Once again, thank you for providing the community support, I was hoping for.



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    Steven Casper
    W.W. Grainger, Inc.
    steven.casper@grainger.com
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    Original Message


  • 6.  RE: Creating a phrase in within topics based on caller (ANI) not the agent (or vise versa)

    Posted 6 days ago

    Glad that helped!

    We saw the same behaviour - a single topic can work well for broad detection (e.g. "Authentication Issue" with MFA/password phrases), but it does become quite broad when trying to identify specific scenarios.

    What worked for us was keeping a broader topic and then using workflow logic to differentiate scenarios, rather than creating too many separate topics.

    This gave us a bit more flexibility without having to maintain multiple overlapping topics.



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    Phaneendra
    Technical Solutions Consultant
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    Original Message


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