Topic identification

Who should read this article: Administrators, Supervisors

The Topic Identification feature automatically categorizes call recordings with relevant topic labels by analyzing and identifying the topics covered in the conversation.

Introduction

The Speech Analytics Topic Identification feature employs AI to automatically detect themes and subjects within call recordings and link them to predefined topics. This process, known as audio data labeling, tags audio files with descriptive metadata to help categorize audio content for rapid analysis.

In Extended Call Details, the Topic wave track displays the labeled content of the recording by timestamp.

The Topic Identification feature supports the following languages:

• English
• Spanish

Prerequisites

To use the Topic Identification feature, ensure the following prerequisites are met:

• Topics is activated for your contact center by your Voiso representative
• Speech Analytics is enabled
• Call Transcript is enabled
• Specify the duration of calls to be recorded by setting the Transcribe calls with talk time over, sec parameter in the System Settings.
• Access to the Call Detail Records feature is granted in the User profile or Security Access Group of users who will use the feature
• Enable the user to access call recordings by either of the following methods:
  • Disable the Disable recordings download permission in the User profile.
  • Select the Allow recordings download permission in the user's Security Access Group.
• Select View Call transcriptions in the user's Security Access Group

Supported topics

The following Fintech topics are available in the initial feature release:

Topics configuration

To access the Topics page, from the Voiso navigation bar, navigate to Administration > Topics.

The Topics page contains a table that lists all the supported topics for topic analysis. The Topic name column lists all the supported topics. The Description column provides a detailed explanation of each topic.

To include or exclude topics from the Call Detail Records page, click the checkmark icon in the Include column.

Call Detail Records

You can filter interactions in your Call Detail Records based on conversation topics.

To access the Call Detail Records, navigate to Reporting > Call Detail Records.

To filter interactions based on topics, click the Topic menu then select one or more topics.

Click Search to display all the interactions with call recordings that include one or more of the selected topics.

In the results table, click an interaction to view the extended call details of the interaction.

Extended Call Details

When the Topic Identification feature is enabled, users with permissions to access call recordings can use the Topics wave in the Call recording section of the Extended Call Details page to review the conversation. Refer to Call recording audio player for information about using annotated waves.