Mine external chat, call, or message transcripts with intent miner

Topic mining in intent miner: Feature coming soon

Use the intent miner’s file upload feature to mine chat, call, or message transcripts from an external .json file. Use this process whether you mine for intents and utterances, or topics and phrases.

Metric Type Minimum Maximum
Supported file type JSON n/a n/a
File size parameters n/a n/a 100 MB
Conversation parameters Quantity 20 10,000
Turns per conversation Turns 1 500
Length of each turn Characters 1 500
Length of ID Characters 1 100
Language English only n/a n/a
Participant value

One of the following:

  • System
  • Agent
  • Customer
1 1

You can upload your own previously formatted .json file, or you can download and format conversation data from a preformatted template from the application.

Note: To use the preformatted template, click Example JSON file. Configure the template and upload it to use with the intent miner.

Upload an external chat, call, or message transcript

  1. Access intent miner from the link provided by your administrator, or from within a Genesys Dialog Engine Bot Flow..
  2. Click Create a new Miner. The Create a new Miner dialog box opens.
  3. Add a name for the miner.
  4. Under Type, select to mine one of the following:
    • Intents for bot authoring
    • Topics for Speech and Text Analytics
  5. Under Language, select the language in which to mine intents or topics.
    Notes:
    • Currently, intent mining supports the following dialects: en-US, en-AU, en-GB, en-IN, en-ZA, es-ES, and es-US.
    • Currently, topic mining supports the following dialects: en-US, en-AU, en-GB, en-IN, and en-ZA.
  6. To upload your .json file, perform these steps: 
    1. Under Data Source, select External File.
    2. Under File upload, click Click to upload.
    3. Select and upload the JSON source.
  7. Click Confirm.

When mining begins, a new tile appears with the source displayed as “External File.” After mining completes, you can view and select the mined intents, utterances, topics, and phrases the same way that you do with the conversations you mine from Genesys Cloud.