Keywords

Keywords

By leveraging keyword measurement within a conversation intelligence platform, organizations can transform raw conversations into actionable insights, driving strategic decisions and improving overall performance.

Keyword Groups

• Definition: A collection of related keywords or phrases grouped together under a single category (e.g., grouping "pricing," "cost," "budget," and "too expensive" under "Pricing Concerns").

• Use Case: Use keyword groups to track broader themes or categories of conversation. This is ideal for:

  • Understanding trends within a specific area (e.g., "Objections" could include "pricing," "timeline," and "resources").

  • Grouping synonymous terms to get a holistic view (e.g., "support issues" could include "error," "bug," "problem," and "slow response").

  • Simplifying analysis by consolidating similar keywords into a single metric.

• When to Use:

  • For high-level insights across related terms or themes.

  • To track how often a broad topic comes up in conversations without getting bogged down in individual terms.

  • To evaluate broader business objectives (e.g., how often are "onboarding issues" mentioned, considering various related terms?)

• Where to set it up: Under Keywords group, you can create new groups just pressing the black button up to the right under keywords group.

Keywords

• Definition: Individual words or short phrases that are tracked in conversations (e.g., "pricing," "video calls," "onboarding").

• Use Case: Use keywords when you want to track specific terms in isolation. This is ideal for identifying:

  • Customer objections (e.g., "too expensive").

  • Product-specific terms (e.g., "CRM integration").

  • Competitor mentions (e.g., "Competitor X").

  • Specific, actionable phrases (e.g., "discount" or "trial period").

• When to Use:

  • For precise tracking of a single term's frequency or context.

  • When the focus is on understanding a specific topic or sentiment tied to a single word/phrase.

  • To measure usage consistency across teams (e.g., are sales reps mentioning "free trial" consistently?)

• Where to set it up: Under Keywords, you can create new keywords just pressing the black button up to the right under keywords and then type in the keyword you want to add and also add it to a keyword group.

How to Decide when to use what:

• Use Keywords Groups:

  • When analyzing overarching themes or trends.

  • To reduce noise from synonymous terms by consolidating them.

  • For reporting or presentations that require a simplified view of broad topics.

• Use Keyword:

  • When the focus is narrow and specific.

  • To analyze exact terms or individual word usage patterns.

  • For detailed sentiment analysis on a single concept.

By combining both keywords and keyword groups effectively, you can gain both granular insights and a high-level understanding of conversation trends

How to Use Replace Words:

Review call or meeting transcriptions where the system misinterpreted or incorrectly transcribed certain words. Common examples include brand names, technical jargon, or industry-specific terms

Replace Words:

Locate the word or phrase that was transcribed incorrectly (e.g., the system transcribes "Meetric" as "Metric").

Use the “Replace Word” or similar feature within the CI platform.

Specify the correct word or phrase to replace the incorrect one. For example:

• Incorrect: "Metric"

• Correct: "Meetric"