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, we only include calls where there is a conversation between a customer and an agent so we exclude calls where there is no agent on the call (ie abandoned calls) or where there is little or no dialogue as these calls could skew the results. Put simply, we only include calls where the customer and the agent have each spoken at least 20 words.

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