Transcript models
The machine-learning packs that read transcripts — classifier, groupings and entity extraction. Not an LLM taxonomy.
Packs for this account
Retail is live. Customer care and inside sales can both be on for the same account.
Retail — customer care
Classifies care conversations, groups recurring themes and extracts care entities.
Retail — inside sales
Classifies sales conversations, groups buying themes and extracts deal entities.
Other verticals are not enabled for this account yet.
Classifier
Retail — customer care
Supervised intent classifier trained on 240k labelled retail care turns. Outputs one primary intent and up to two secondary intents per conversation with a confidence score.
LDA groupings
Unsupervised topics over the transcript
- Damaged or missing delivery
- Late delivery and courier exceptions
- Wrong item or size received
- Refund not received
- Return pickup scheduling
- Warranty and repair
- Payment failed at checkout
- Account and login problems
CRF entities
Sequence labelling over tokens
22 entity types in this pack.