Keyword Spotting Recomendations


#1

Would love to hear from others how you are using the new CallScribe and Keyword spotting options.

How we are using it: For a hotel I am working with we want to know if a call becomes a booking. So we are tracking the words: Booking, Reservation, Credit Card, AMEX, Visa, Mastercard, Discover.

Any other terms you think would apply?

Tell me how you are using this feature to find negative items.


#2

@jefflogan Thought you would be interested in this based on your question from a while back. We recently released the ability to create Keyword Spotting sets that include words that ARE SAID along with words that ARE NOT SAID during a conversation. When creating a Keyword Spotting set, selecting “Does Not Say” will only trigger an action if your selected speaker(s) do not say the words in that set. This means you can create keyword sets for multiple use cases with different actions (for example, a different action triggered for confirmed new appointments versus missed opportunities). Please let me know if you have any questions!