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Trackers (Beta)

In Beta Phase

This feature is in the Beta phase. If you have any questions, ideas or suggestions please reach out to us at devrelations@symbl.ai.

Trackers allow you to track the occurrence of certain keywords or phrases in a conversation. You can define the keywords or phrases in a Tracker and Symbl will return messages that contain same or contextually similar phrases.

One of the biggest challenges of using tracking is that most Trackers look for exact matches whereas individuals may be talking about the same thing but are not using the exact phrases. For example, “I don’t have any money” is contextually similar to “I ran out of budget” as both represent similar inherent meaning.

Symbl removes that complexity by reading into contexts and returning messages that closely match the keyword that you’ve defined in a Tracker. Further, the offset parameter shows you the extent to which the match has occured with the tracking keywords. Using these insights you can introduce process improvements and strategies that align with your business goals.

Example#

The tracker names used in the example below are only for explanatory purposes. You can create any tracker for your usecase and assign any name you like.

  • Sandra is the training head of the Sales team in her company. She uses the insights from the Intro Tracker to look at how great sales agents start conversations and Pricing Tracker to understand how they share the pricing details. She then uses these insights to train other agents.The Intro Tracker Sandra uses tracks contextually similar phrases such as:"Thank you for taking some time to speak with me""Have you ever noticed”“Have you ever considered”
  • Tom is the Chief Quality Assurance Manager and wants to see how many agents are using negative phrases on the customer calls. He gets insights from the Negative Phrases Tracker by tracking the following contextually similar phases:“I am not interested”“This makes me uncomfortable”“Not so good”“I am skeptical”“My only problem is”“My only issue is”“This does not fit”
  • Samuel uses insights from Leads Tracker for all the dial out calls at his car insurance company. By tracking phrases that show buying intent, enquiry about policy options, quotes, discounts, etc., he generates more leads for his business. The Leads Tracker tracks the following contextually similar phrases:“I need”“Policy options”“Require”“Use case”“Fits our requirement”“Quotes”“Discounts”

Key Features#

The key features of Trackers are:

  • Ability to create Trackers for commonly used terms or phrases without worrying about the contextual relevancy.
  • Bulk creation of Trackers in a single operation.
  • Updating or deleting Trackers.
  • Ability to get Trackers (using trackerId or name) which can then be consumed in the Symbl APIs.
  • Ability to track a Conversation that contains keywords or phrases of the Tracker.
  • Ability to define the extent to which the keywords match in a message.
  • Easy management (POST/PUT/GET/DELETE) of Trackers using Management API.

Tracker Entity#

Below is the structure of a Tracker entity:

{
"name": "Voice Message",
"vocabulary": [
"At the tone please record",
"Please leave message after tone",
"Call back during normal office hours",
"If you are calling about an emergency",
"Our offices are currently closed",
"Our repesentatives are unavailable at this time",
]
}
ParameterDescription
nameThis member specifies a uniquely identifiable name given to the group/set of phrases defined by the vocabulary member.
vocabularyIt specifies the set of phrases or keywords that need to be tracked in a conversation. Note that the Trackers API finds the matches for the given vocabulary throughout a conversation. For example, the Tracker Voice Message shown above can be used for detecting if the entire conversation is itself an automated reply or contains “contextually similar” phrases in it.
info

For better tracking use prominent keywords and phrases, along with few longer utterances which represent the Tracker.

Trackers API#

Currently, Trackers are supported with Symbl’s Async APIs and Streaming API.

The Async APIs also have support for consuming Trackers via the Management API, which takes the onus of maintaining these entities from the developer and shifts it to Symbl’s backend. The Management API provides an easy-to-consume REST interface for managing these entities. Click here to read about the capabilities of Management APIs.

The detected Trackers for the conversations (for both Async APIs and Streaming API) can be retrieved using the GET Tracker API endpoint.

Related#