Workforce Engagement Management

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  • 1.  Excluding Phrases from a Topic

    Posted 24 days ago
    Edited by Shelby Cronk 24 days ago

    Is there a way to exclude certain phrases from a topic trigger?

    Example: the Cancel Mention topic includes several "to cancel" phrases, which means the system triggers on any mention of "to cancel." Schedulers often use this phrases as part of the appointment scheduling process--"We require a minimum of 1 day's notice to cancel" or "If you need to cancel, give us 24 hours notice."--is there anyway to have the topic ignore the "to cancel" phrase in this context? 

    I assume that once Interaction Categories are a bit defined we can try "to cancel" NOT NEAR...as an option. 

    In the meantime, the only creative solution I have is to have separate Cancel mention topics: 1 for internal and 1 for external. Are there any other creative solutions?


    #SpeechandTextAnalytics

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    Shelby Cronk
    C1
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  • 2.  RE: Excluding Phrases from a Topic

    GENESYS
    Posted 21 days ago

    Hi Shelby, 

    We don't currently have the option to exclude phrases from a topic, could you maybe share how your Cancel Mention topic is set up? Which phrases are included? Maybe it would be helpful to be more specific in the phrase configuration, and to refrain from more general terms like only "to cancel" (as opposed to "I would like to cancel", for example).



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    Adi Goodman
    Genesys - Employees
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  • 3.  RE: Excluding Phrases from a Topic

    Posted 21 days ago

    I agree with Adi.  Using the quotes helps to scope the phrase, so you could have I need to check my "invoice" and it will not recognize I need to check my bill if you have the level set higher.  What you could do is with Categories, you could define a false match in the criteria to look at one Topic and not the other:



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    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
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  • 4.  RE: Excluding Phrases from a Topic

    Posted 18 days ago

    It is the default Cancel Mention topic, but we went through and removed any of the "product" or "service" related phrases. 



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    Shelby Cronk
    Training and Education Specialist
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