Analyze your Business Needs

Before creating a category, gather information about the business issue you want to investigate.

Procedure

1. What type of interactions do you want SpeechMiner to recognize?
2. Determine the type of interactions generated by the business issue by listening to existing interactions about the subject or similar subjects, reading e-mails that relate to them, and consult agents who interact with customers. For example, for a customer service topic, the set of relevant interactions might include only incoming interactions about help and assistance.
3. Verify the possible reasons for the interactions (for example, a specific campaign, customer service, sales opportunities, and so on).
4. Gather examples of the types of interactions in which you are interested, to determine the best way to structure the Program.

What to do next

Create an Empty Category

Related Topics

Categories
Introducing the Category Interface