Topic spotting – What are programs used for?
A program is a group of topics that provide instructions to speech and text analytics about the specific phrases and conditions it should focus on.
Programs are essential, since different parts of the contact center may have different business intents of interest.
For example, the retention department can have very specific scripts or processes that do not apply to the rest of the organization. In this case, it would make sense to have a program that includes topics that apply to this specific department and a different program that includes topics that apply to the rest of the company.
For more information, see About programs, topics, and phrases.