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.

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
  • Communication Issue
  • Contact Capture
  • Create Urgency
  • Express Empathy
  • Follow up Later
  • Greeting
  • Identification
  • Transfer Interaction
  • Walk through Website

Contact Reason

  • Balance Inquiry
  • Billing Issue
  • Cancel Mention
  • Change of Address
  • Checking Status
  • Competitor Mention
  • Fraud
  • Login Issue
  • Make Payment
  • Past Due Payment
  • Payment Issue
  • Price Dissatisfaction
  • Received Final Notice
  • Suspend
  • Transfer Service
  • Website Issue

Customer Experience

  • Attorney or Lawyer Mention
  • Complaint
  • Contacted Previously
  • Dispute
  • Dissatisfaction
  • Escalate to Supervisor
  • Expressing Confusion
  • Never Heard Back
  • On Hold
  • Profanity
  • Satisfaction

  1. Invoke the create general program API (for example, /api/v2/speechandtextanalytics/programs/general/jobs ) using the following parameters:
    • Dialect – en-US, es-US, en-AU or en-GB
    • Mode –  merge or skip

      Note: The Merge option merges all of the topics and phrases added when creating the general program API, with existing topics with the same name. The Skip option adds the out-of-the-box topics that are not currently a part of your speech and text analytics system.