Business Areas #

The business areas section provides a way to categorize and organize your customer interactions based on the business function or department they relate to. This can help you gain insights into which areas of your business are generating the most customer interactions, and identify trends or patterns in customer behavior.

The descriptions entered against each business area are used within the AI prompts to provide context on the type of interactions that should be categorized within each business area, so it is important to ensure they are descriptive and accurate.

Each call that is processed by Conversational Intelligence is categorized into a business area based on the content of the conversation.

~.Dimensions.~ comes with some business areas pre-configured. These should be reviewed and updated to fit requirements.

Adding / Editing Business Areas #

Under the 'Conversational Intelligence / Business Areas' section of the portal settings, you can add new business areas or edit existing ones. To add a new business area, click the '+ New Business Area' button and populate the following settings:

Name

The name that will be assigned to calls that are categorized into this business area. This is a required field.

Description

A brief description of the business area and examples of the types of enquires that will be handled in this area. This is used within the AI categorization prompts to provide context on the type of interactions that should be categorized within this business area.

info
Business area changes only affect new calls. Previously transcribed conversations will not be updated with the new areas.