Introduction

The “VOC Analytics” component allows you to design and schedule tasks for your speech analytics and text analytics solutions, so they execute automatically when an interaction ends (call or chat). Instead of analyzing “live,” this component works as post-processing (post-interaction): once the conversation ends, the AI executes the tasks you define through clear instructions and delivers a ready-to-use result.

This component is in the Cognitive group and is only available for CRM + Webhook type routing points.

Configuration

1. Open the component's configuration panel by double-left-clicking on the component.
2. Configure the fields as follows:
   • In the “Language” field, select the language in which the conversations to be analyzed take place. This is key for the interpretation of the content (intent, tone, summaries, data extraction, etc.) to be consistent with the actual language of the interaction.
   • In the “Conversation question” field, write the question or instruction that tells the component what information to obtain when the interaction ends.
     • Best practices for writing the instruction:
       • Be direct and specific about what you need.
       • Indicate the output format if it's useful for you (list, short text, fields with labels, etc.).
       • Include simple rules (“if not found, respond 'Not applicable'”).
     • Examples of typical tasks:
       • “Summarize the conversation in a maximum of 3 lines and indicate the main reason for the contact.”
       • “Identify if the customer expressed purchase intent. Respond only: YES or NO and justify in 1 sentence.”
       • “Extract: product mentioned, main request, general sentiment, and if follow-up is required (YES/NO).”
       • “Classify the case into a category (billing, support, cancellation, information) and explain why.”
     • Note: these tasks are executed after the interaction ends, which is why they are useful for automating analysis and classification without affecting the real-time flow.
   • In the “NLP response variable” field ($NLP_Analytics), you will see the predefined variable where the final analysis result is saved.
     • This variable cannot be changed.
     • It is the one you should use later in your flow or integration.
   • Click on “Save VOC Analytics” to apply the component changes.