Categories

What is Automatic Conversation Categorization?

Automatic conversation categorization is a feature that uses AI to analyze and classify conversations into predefined categories and subcategories. By tagging each conversation with the most relevant category and subcategory, businesses can gain valuable insights into the topics their users are discussing. This enables the generation of detailed reports on:

The distribution of conversations across categories and subcategories.
Key word tags and trends.
Other analytics that help understand customer interactions.

Below, you will find some screenshots illustrating this feature and its capabilities.

How Can I Activate It?

Activating automated conversation tagging is simple, but it requires some setup:

1. AI Deployment

Ensure you have an AI deployment configured, as this feature leverages a language model (LLM).

If you don't have one yet, check the AI Deployments section first.

2. Define Categories and Subcategories

Navigate to the Categories module.
Create your categories and subcategories.
Add clear descriptions for each category to help the LLM accurately distinguish between them and understand any domain-specific jargon.

3. Enable the Feature in Bot Settings

Go to the bot’s settings.
In the Dialog section, find and activate the "Automatic Categorization of Conversations" option.
Select the categories you wish to use for tagging.

Once these steps are complete, the system will start tagging conversations automatically based on your selected categories.

Reviewing Categorization Results

To review how conversations are categorized:

Go to the Analytics module.
Open the Categories Report.
On the filters section, adjust the start and end dates to filter the data as needed.

You can then explore:

The distribution of conversations across categories and subcategories.
Emerging trends and keyword tags.
Insights that help refine your customer support or engagement strategies.

This feature provides actionable data to optimize your bot's performance and better address user needs. Activate it today and start leveraging the power of automated conversation categorization!