Trackers (Beta) (Archived)

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This content is from an older version of the Symbl.ai documentation. We recommend you use the latest version at Trackers

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In Beta

This feature is in Beta. If you have questions or comments, email [email protected].

Trackers are customizable entities that you can use to track the occurrences of characteristics or events in a conversation. You can track critical moments in either real-time as the conversation is in progress or asynchronously using a recorded conversation.

Some use cases for Trackers include:

  • When a customer is unhappy.
  • When someone is rude.
  • Find potential sales opportunities by tracking and measuring emerging trends during a conversation.
  • When a customer or agent is experiencing technical difficulties.
  • When a customer is unhappy and mentions they want to cancel their service.

How Trackers Work

Trackers don't just look for keywords or phrases. You can provide examples and then generalize the meaning of those examples. Examples can be anything from a single word keyword, phrases, or even complete sentences depending on what you'd like to track in a conversation. The Trackers algorithm generalizes the meaning of the samples you provide and creates a fully fledged tracking context. Even if you have not specified exact wording, if the meaning is similar it will be tracked.

For example, “I don’t have any money” is contextually similar to “I ran out of budget” as both represent similar inherent meaning. The trackers algorithm can generalize this scope of meaning and contextually evaluate any mention related to running out of money. You can set up a tracking mechanism that's easy to use and lightning fast in Create Trackers with Streaming API.

You can also apply the same capabilities asynchronously using Create Trackers with Async API.

Using Trackers you can introduce various capabilities such as triggering workflow on tracker event in real-time or asynchronously, help users communicate in real-time, or learn from the characteristics of conversations and so on. The possibilities are really limitless and can be very tailored to specific needs of your application.

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

For example:

  • 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

  • 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.

Trackers API

Currently, Trackers is supported by the Async API and Streaming API.

Authentication

Before using this API, you must generate your authentication token (AUTH_TOKEN) as described in Authenticate.

Tracker consumption with Management API

The Trackers APIs can be consumed via the Management API (Beta), 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.

Read more about the capabilities of Management API .

For step-by-step instructions on how to use Trackers API see the Using Trackers API page. The Tracker API operations are given below:

Trackers Management UI

You can create, view, edit, and delete Trackers via the Trackers Management UI. To access this feature, log in to the Symbl Platform.

The following capabilities are supported in the Trackers Management UI:

  • Create Trackers
  • View Trackers
  • Edit Trackers
  • Delete Trackers

Notes:

  • Punctuation: You can only pass periods ., apostrophes ' and dashes - in the Trackers vocabulary. Other punctuation such as ?, ,, !, : are not allowed.

  • Vocabulary terms: We recommend that you add between 5 and 50 vocabulary terms per Tracker.

  • Trackers limitation: You can create up to 500 Trackers per account.

Related Documents

Trackers Tutorials (Archived):

Reference:


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