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

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

    Posted 01-09-2025 10:50
    No replies, thread closed.

    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 01-26-2025 12:59
    No replies, thread closed.

    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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