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While the Call Journey Wordbench and Data Bridge services can be used to track and analyze topics you specify, the Voice of the Customer: Topic Analysis app seeks to under cover topics of which you may not be aware. In other words, it seeks to answer the question, “Tell me what I don’t know.” It does this using Natural Language Processing (NLP) techniques and Latent Dirichlet Allocation (LDA) models to analyze the words and phrases spoken by customers across many calls and then groups similar phrases into separate topics.
Prereq
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Prerequisites
Permissions to install apps on your tenant from Microsoft AppSource.
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On the Power BI AppSource page, select Get it now.
Select Continue to agree to the terms of use and privacy policy.
In the Install this Power BI app box, select Install.
If needed, create a workspace and select Continue.
When installation completes, notification appears saying that your new app is ready.
Select the app that you installed.
Connecting your data
Prerequisites
A Call Journey VoiceAI account
Data Bridge credentials:
CJ_Server
CJ_Database
User name
Password
Voice of the Customer: Topic Analysis module enabled by Call Journey
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