Out-of-the-box topics

The speech and text analytics solution includes a set of out-of-the-box topics that can be used as a starting point. That is, a set of Programs, topics and phrases are created as part of the out-of-the-box creation process. These topics are based on the experience of a variety of organizations with similar use cases.

Out-of-the-box topics are a good way to start the topic creation process, but since they are a product of similar organizations and not specifically your organization, it is highly recommended that you modify these topics to your own specific language and terminology when working with customers or referring to products and services.

Note:

Creating organization specific topics is a crucial step towards good speech and text analytics results, regardless of the solution used.
Only one user can generate out-of-the-box topics at a given time. If you try to generate out-of-the-box topics when another set of out-of-the-box topics is being generated, the following message appears: “The out-of-the-box topics action is currently running. Wait a few minutes until the action is complete, and then try to generate it again.”

Out-of-the-box topic list

The following is a list of the out-of-the-box topics. These topics are just like any other topics and they can be deleted, edited and changed as needed. These topics are available in all supported transcription dialects. For more information, see Work with a topic.

Agent Behavior

Agent Knowledge Gap
Build Rapport
Check for Resolution
Closing an Interaction
Communication Issue
Contact Capture
Create Urgency
Express Empathy
Follow Up Later
Greeting
Identification
Looking Up Information
Policy/System Limitations
Promote Customer Survey
Recapping
Retention Effort
Transfer Interaction
Upsell
Walk Through Website

Contact Reason

Balance Inquiry
Billing Issue
Cancel Mention
Change of Address
Checking Status
Competitor Mention
Credits or Refunds
Customer Mention
Fraud
Login Issue
Make Payment
Past Due Payment
Payment Issue
Payment Plan
Price Dissatisfaction
Product Inquiry
Website Issue

Customer Experience

Attorney or Lawyer Mention
Complaint
Contacted Previously
Escalate to Supervisor
Expressing Confusion
IVR Confusion
Never Heard Back
On Hold
Profanity

Sentiment Reason

Aggressive Marketing
Cancellation Process Dissatisfaction
Conflicting Answers
Dissatisfaction with Agent
Ongoing Issue
Product Dissatisfaction
Promotion Issues
Shipping Dissatisfaction
Unavailable Product
Unexpected Charges
Waste of Time

Create out-of-the-box topics

Perform the steps in the Create out-of-the-box topics section of Speech and text analytics.