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What are the steps of auditing new phrases to determine if strictness levels need to be modified?

  • 1.  What are the steps of auditing new phrases to determine if strictness levels need to be modified?

    Posted 28 days ago

    What are the steps of auditing new phrases to determine if strictness levels need to be modified? 


    #SpeechandTextAnalytics

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    Kianna Thompson
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  • 2.  RE: What are the steps of auditing new phrases to determine if strictness levels need to be modified?

    Posted 11 days ago

    Hard question.  Usually, I like to run a Topic Miner and see what the AI picks up and then adjust ones that are similar.  I really like using quotes in the phrases to home in on specific words to be recognized.  I also like to make sure I only use higher strictness for really specific phrases like "Thank your for calling Ttec, my name is" or "Please be aware you call may be monitored or recorded".  Most others, I set to lower levels and use the quotes around words to be specific. 



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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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