Ontology Studio

The Ontology Studio is built on the powerful NICE Enlighten platform, a leading solution for customer engagement analytics. It uses the out-of-the-box vertical models within the AutoSummary and Interaction Analytics solutions. It visualizes the models to view intents, actions, and the associated snippets. This capability benefits administrators by allowing them to select the most suitable model for their business.

John wants to improve the accuracy of AutoSummary by using the pre-built vertical models accurately designed with industry-specific intents and actions.

To achieve this, John selects a vertical model that aligns with the business requirements, publishes it, and starts using it.

Through the Ontology Studio, he can visualize the intents and actions within the models, along with snippet examples, helping him choose the best one for his needs. The tailored model allows John to effectively use it in the AutoSummary or Interaction Analytics application.

The Ontology Studio helps you to:

  • Utilize out-of-the-box vertical models with optimal accuracy tailored to your business line.

  • Select the vertical model, publish and start using it.

  • Generate accurate call summaries for contact centers.

  • Improve communication for a superior customer experience.

  • Boost self-service resolution rate and streamline the process for customers.

Integration

Ontology Studio is integrated into the CXone platform. To buy and enable it, contact your CXone Account Representative.

Features

Key features of the Ontology Studio include:

  • Select Vertical Model: This feature allows you to choose and view different industry-specific models. You can see 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 Analytics and by the AutoSummary real-time agent.

  • View Intents: This feature lets you see the intent and its hierarchy, along with the snippets and sentences related to the intent.

  • View Actions: This feature lets you see the actions and their hierarchy, along with the snippets and sentences related to the action.