Conversational Chapters (Discover)

About Conversational Chapters

CB Chapters is a pre-made enrichment, also known as conversational chapters. Conversational chapters divide a conversation into parts, such as the opening, closing, and so on. By using this, we can follow the natural stages of a conversation and see what concepts arise most commonly in these stages.

Chapters are only available for conversational data, such as calls and chats. Conversational chapters are captured for each sentence.

Using Conversational Chapters

Conversational chapters can help your analysis of customer interactions in a lot of ways. You can narrow down your analyses and look at more relevant data by using:

• Categorization: Use chapters in categorization rules. Include new sentences in your category models or exclude records irrelevant to you.
• Filtering: Filter interactions and dashboards to get insights about trends in different chapters of a conversation.

You can also analyze the performance of your customer-facing representatives using intelligent scoring. Use CB Chapters to include behaviors with a specific chapter.

Conversational Chapters Attribute in Designer

• Name: CB Chapters
• System Name: cb_conv_chapters
• Type: Text (multivalue)
• Scale: None
• Granularity: Sentence
• Feedback Type: Interactions
• Supported Languages: Talk to your Discover Account Representative.

FAQs