Workforce Engagement Management

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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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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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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Original Message:
Sent: 10-14-2024 06:47
From: Adi Goodman
Subject: Excluding Phrases from a Topic

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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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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Original Message:
Sent: 10-14-2024 06:47
From: Adi Goodman
Subject: Excluding Phrases from a Topic

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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