Topic AI Editor

The Topic AI Editor is built on the powerful CXone Mpower AI platform, a leading solution for customer engagement analytics. It uses out-of-the-box vertical models within the application to visualize intents, actions, and the associated examples. This capability benefits administrators by allowing them to select the most suitable model for their business.

John aims to enhance the accuracy of the pre-built vertical models that are designed with industry-specific intents and actions. To achieve this, he selects a vertical model that aligns with his business requirements and enriches it using his customer data. This enrichment process not only increases the model's accuracy for existing intents and actions but also adds new ones that were not originally included in the OOTB vertical model. John then fine-tunes the model to better align with his organization's terminology and business requirements. After tuning the model, John updates it, allowing the system to create an updated version. Once this updated model is ready, John publishes it and starts using it.

 

The Topic AI Editor helps you to:

  • Select and view industry-specific vertical models, with the ability to publish one model at a time for use in anyCXone Mpower solutions such as Interaction Analytics

  • View intent hierarchies with related examples and sentences

  • View action hierarchies with associated examples and sentences

  • Utilize pre-built vertical models optimized for specific business lines

  • Monitor intent and action percentages based on customer data

  • Optimize models using customer interactions

  • Create enriched model versions while preserving originals

  • Edit enriched models through renaming intents, merging similar ones, and customizing for specific requirements

    •  

Integration

The tool is integrated into the CXone Mpower platform, and is available for Interaction Analytics Advance / Premium solution.

Features

Key features of the Topic AI Editor include:

  • Select Vertical Model: Choose and view different industry-specific models. You can view the intents and actions for each model and publish the model for use in production. Only one model can be published at a time, and the published model will be used in any CXone Mpower solutions such as Interaction Analytics,

  • View Intents: View the intent and its hierarchy, along with the examples and sentences related to the intent.

  • View Actions: View the actions and their hierarchy, along with the examples and sentences related to the action.

High-level features of the Topic AI Editor include:

  • Model overview: View the vertical model and optimize the model by adding your company details.
  • Manage models: Enrich the base model, edit/tune the enriched model, update model and then publish the model.