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  • 1.  Intent Miner and Preview Campaigns

    Posted 06-13-2024 11:27

    Hi all,

    We have a very large preview campaign for enrollments that gets a lot of no answer/leave a voicemail.  We are trying to run Intent Miner on this queue to see what type of responses customers are giving when they speak to an agent.  Unfortunately, the Intent Miner came back with nothing but voicemail transcriptions since our contact rate is so low.  Is there any way to run Intent Miner without it looking at voicemail and only consider if the agent and customer had an interaction?  


    #ConversationalAI(Bots,AgentAssist,etc.)
    #Outbound

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    Mike McCleery
    CLEAResult Consulting Inc.
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  • 2.  RE: Intent Miner and Preview Campaigns
    Best Answer

    Posted 06-17-2024 09:32

    I would use a wrap-up code of "Left Voicemail" and just delete those recordings using a policy for wrap-up.  The other way would be to possibly use a topic with common phrases that your agent would say and then exclude them in a Content search.  



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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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