Conversation Keywords
Short definition
Conversation Keywords: Words and phrases used to identify topics within telephone conversations.
Meaning and how it works
Keywords can be extracted from transcripts or audio; word forms, ambiguous terms and surrounding context affect accuracy. Analytical models can structure call data and reveal patterns, but results depend on recording quality, language, context and the model configuration.
Business applications
- Business scenario:
An analyst searches call transcripts for references to refunds or delivery issues.
What to check before implementation
Validate outputs against real examples and involve human reviewers for consequential decisions. Apply appropriate privacy controls to recordings and transcripts.