You can configure your own terms in the routing profile.
Create Custom Terms in the Routing Profile
Custom terms enable the software to recognize your company-specific terms and organize text-based customer conversations accordingly.
- Select Language Model on the left toolbar.
- Click Routing Profile.
- If you want to start with the terms specified in your company profile
Page in Interaction Analytics where you can create custom entities., click Copy Company Profile. Read the warning in the notification box and click Yes. -
Type keywords and phrases for your Company, Brands, Products, Competitors, Competitor Brands, and Competitor Products in their respective fields and add any variants you think will help locate mispronunciations, mistranscriptions, or alternate names. See for detailed instructions on adding tags to fields in the routing profile. Remove any tags you do not want to appear in this field.
To enter a keyword or phrase
Combination of words that have special significance when used together in a specified order, such as "want to cancel"., begin typing and either press Enter or select something from the drop-down of suggestions. For example, Oz is a keyword and Emerald City is a keyword phrase. Phrases are only recognized when all the words in the phrase are present in the order given. -
Type keywords and any variants on the tags you want to include to account for variations in name, mispronunciations, and mistranscriptions. Remove any tags from these fields you no longer want to use.
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Click the More Fields drop-down to include terms for Services, People, Places, and Industry Terms you want to track. Link and complete any other fields you want to include in your company profile.
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When you finish adding and removing tags from the routing profile fields, click Save.