Analyze conversations using Custom Highlights

Overview

Custom Highlights functions in a similar way as the Smart Highlights feature. A highlight contains key words and/or phrases that CCAI Insights recognizes as being important to determining the user's intent. If highlights are present, they are labeled in the returned transcript. Smart Highlights automatically detects highlights based on a range of pre-set scenarios, while Custom Highlights allows you to specify custom criteria that should be recognized as highlights.

A custom highlight can be made up of one or more phrase match rule groups. A phrase match rule group contains one or more rules. You can specify whether a highlight should be detected if only one of the rule resolves to true, or if all of the rule groups resolve to true. Similarly, you can specify a rule group should resolve to true if only one of the rules is met, or if conditions for all rules must be met. You can also configure whether the exact match specified by the rule must be case sensitive or not. For example, you create a rule that a highlight must be an exact match to the keyword BERRY. If you disable case sensitivity, BERRY, berry, Berry, and so one will all be considered matches. With case sensitivity enabled, only BERRY will be considered a match.

Create a custom highlight using the Console

  1. Navigate to the CCAI Insights Console.
  2. If prompted, log in using your Google account.
  3. Enter your GCP project ID.
  4. Select Conversation Highlights from the navigation menu on the left and go to the Custom Highlights tab.
  5. Click Add New, then type in the highlight name and the key words to be detected.

The configuration in the Console assumes the following:

  • There are at most two phrase match rule groups in the highlight and ALL_OF logic is applied at highlight level.
  • One of the phrase match rule groups must contain positive conditions and default to ANY_OF logic (represented by Keywords to match). You can add a second phrase match rule group that only contains negative conditions and defaults to ALL_OF logic (represented by Keywords to exclude).
  • Keywords are case insensitive.

Analyze a CCAI Insights conversation

After a custom highlight is created, you can use it to analyze your conversations. See the how-to section to learn how to analyze a conversation.

When an analysis has completed, you can view your custom highlights annotations in the Annotations panel along with other types of annotations in each conversation.

In the Custom Highlights tab, you can also find a chart and a table that display the number of each highlight present in the analyzed conversations for different time windows.