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.

List of Conversational Chapters

When looking at a CB Chapters attribute, these are your possible values:

• Opening: The opening of a conversation between a client and a representative (or bot). This can include greetings, legal disclosures, scripted speech, small talk, and other introductory speech.
• Need: This chapter is when clients explain the issue, request, or question they have. This section can also include a representative’s clarifying questions, and may be interrupted by a verification chapter. There may be multiple need chapters in a conversation if the client has multiple requests they need help with.
• Verification: During verification, a client gives information to verify their identity or their account. This includes if a client has to spell their information or provide account numbers, or if they have to wait for the representative to verify their information.
• Solution step: The solution step covers the part of the conversation where the representative helps to resolve the client’s request. This can include discussion of the issue, troubleshooting, and the representative’s description of next steps they need to take, including additional assistance or follow-up that might be required. This section usually ends when the representative confirms whether or not they’ve resolved the client’s request.
• Closing: The closing is the final chapter of the conversation, after the client’s request has been fulfilled. This chapter includes thank yous and goodbyes.

FAQs