Contents

Unstructured data is complex and difficult to analyze. Call Journey’s Coherence leverages a range of artificial intelligence and machine learning logic to create structure and neatly put the pieces of the puzzle together deriving the reason for a customer contacting your organisation and the core topic discussed.

Coherence organizes the complexity of unstructured data to produce true insights by providing reports on:

• Topics

• Topic Term Frequency

• Trending Words & Phrases

• Important Words & Phrases

In addition to providing links to Wordbench to allow for a deeper dive into any one call, the reports can be filtered based on your Wordbench Organizations and Folders to provide a more granular analysis.

Sample Size and Data Cleansing

Topic analysis is focused on the customer side of the conversation and therefore only the customer side of the conversation is included in the analysis. Further, only calls where the customer word count is at least 20 (ie the customer has spoken 20 words or more) are included in the analysis. This removes calls with little or no dialogue which could skew the results.