Dialog tags

Tags are created and configured at the project level. Different projects can have different tags.

SpeechSense automatically detects whether a dialog contains specific key phrases and adds a tag to it. For example, there are tags that show the agent has thanked the customer for waiting or that the customer has contacted support a second time.

You can either list key phrases in tags or reuse them from dictionaries. Dictionaries contain a list of key phrases prepared in advance which you can use across multiple tags and manage in a single place.

To fine-tune key phrase detection:

• Enable the Exact match setting. In this case, related phrases will not be considered in key phrase detection.

• Set the distance between words. This setting determines the maximum allowable distance between words in a key phrase.

  For example, a tag is assigned the poor service key phrase. The search for this phrase will be performed differently depending on the Distance between words field value:

  Example in a dialog	Distance: 0	Distance: 1	Distance: 2
  poor service	found	found	found
  poor customer service	not found	found	found
  poor and slow service	not found	not found	found

In the dialog text, you can view a list of tags assigned to agent and customer channels. If you click a tag, the words it refers to will be highlighted with the tag's color.

For more info on creating, updating, and deleting tags, see these guides.

Where tags are displayedWhere tags are displayed

• On the Tags tab in the project.
• In reports:
  • In the dialog filters on the Dialogs tab.
  • In the evaluation parameter list.
• On the page of the dialog the tag is assigned to.

How to assign tagsHow to assign tags

To assign tags to a dialog, they need to be activated. Once you create a tag, it gets activated. After activation, SpeechSense searches for key phrases in project dialogs and assigns the tag.

For a tag to work correctly, assign a channel to it. Depending on the channel, SpeechSense looks for keywords in different parts of the dialog:

• Agent and customer: Whole dialog.
• Agent: Agent's utterances or messages only.
• Client: Customer's utterances or messages only.

For example, if a tag has the Client channel assigned, and the tag's keyword only occurs in the agent's utterances or messages, the tag will not be assigned to the dialog.

The channel must be configured at the project level. This enables flexible tag assignment management across different projects.

Tag search area constraintsTag search area constraints

With constraints in SpeechSense, you can narrow down the search area for keywords from tags. If you set a constraint, a tag will trigger only if SpeechSense finds the keyword in the specified part of the dialog.

For example, you configure a constraint with the following settings:

• Constraint type: Start of dialog.
• Search direction: Forward.
• Limit the search area: Up to three utterances.

SpeechSense will only search for keywords in the first three utterances from the beginning of the dialog.

Every constraint in SpeechSense is associated with a particular event that marks the beginning of the search area. Available events:

• Beginning of the dialog.
• Long pause (pause length is set manually).
• The agent interrupted the customer.
• The customer interrupted the agent.
• End of the dialog.
• Main tag triggered (for dependent tag).

By default, the maximum search area size is set to 1,000 utterances. To further refine the search area, specify the search direction from the event (forward, backward, or both) and the number of utterances to include in the search.

You can add multiple constraints to a single tag. Constraints are combined using the logical AND operation.

Dependent tagsDependent tags

You can create a dependent tag for any SpeechSense tag. A dependent tag is one that triggers only when the main tag does so. A main tag is one for which a dependent tag was created.

Tag dependency is implemented through the The main tag was triggered constraint that is automatically added to the dependent tag. You cannot delete this constraint.

Dependent tags can be nested down to any depth.

When you delete the main tag, all its dependent tags will also be deleted.

Exclusion phrasesExclusion phrases

To increase tag accuracy, add exclusion phrases to it. If the dialogue contains exclusion phrases, they will not trigger the tag.

You can add exclusion phrases manually or upload a phrase dictionary.

Let's say we create a tag called Fire and add the flamed keyword to it.
The tag will trigger on the phrase The battle flamed up; however, such a phrase does not indicate a fire. This is a false positive. To fix it, let's add the battle flamed up exclusion phrase.
Now the tag will not trigger on the phrase The battle flamed up but it will on The stove flamed up.

To fine-tune the exclusion phrase:

• Enable the Exact match setting. In this case, related phrases will not be considered in exclusion phrase detection.
• Set the distance between words. This setting determines the maximum allowable distance between words in an exclusion phrase.