Playbook Builder™

Automate Actions

Take the next leap forward: set automated real-time action on your data. Turn conversations into actions that drive business results.

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Enable Business Outcomes

Operational Efficiency

Gain understanding of what triggers customers to initiate interactions and feed this knowledge back into your business processes to decrease operational costs.

Compliance & Coaching

Increase scrutiny on active risk monitoring, including any gap in your contact center’s ability to meet regulatory requirements for customer interactions.

Agent Retention

Provide proactive support and targeted training to improve agent retention, and discover conditions that cause agents to leave.

Playbook Builder™ Elements

1. Topics

Topics are collections of keywords and phrases relevant to your customer experience strategy. Topics can represent concepts like “politeness” or “ownership” — or key business elements like product names and store locations. Within topics, you assign all the keywords that occur in conversations related to the topics.

2. Themes

Themes are score-weighted collections of Topics, and you build them into more complex concepts. For example, a theme like Positive Agent Behavior could be built from the Topics “Politeness,” “Proactive Language,” and “Agent Compliments.”

3. Actions

  • Send email and SMS message alerts and notifications
  • Invoke an AWS Lambda function: for example, run a fraud routine
  • Push data to a REST function, such as opening a case in Salesforce
  • Send a conversation to the evaluation workspace

4. Redactions

Redactions represent keywords that you don’t want transcribed or stored for business purposes— for instance, PII (Personally Identifiable Information) such as credit card, social security, or telephone numbers.

5. Custom phrases

In many cases, certain keywords such as brand names or proper names are misunderstood by the speech engines. Custom phrases allow you to take certain homonyms, synonyms, and proper names and ensure they are pronounced correctly by the system based on your business requirements.

6. Sentiment

Sentiment can be positive, negative, or neutral and can be based on the agent, the customer, or the entire channel.

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