Managing Vertical Models

You can manage the vertical models based on your business requirements.

Enrich Model

The Topic AI enables you to enrich models using your organization's specific customer data. It analyzes approximately 40,000 interactions to identify new and unused intents/actions. If fewer than 40,000 interactions are available, the system uses all available data. Enrichment enhances the standard model with real interaction examples, creates new Intents and actions, may generate a potential Other category and removes intents or actions that do not have supporting samples.

Starting in this release, the Topic AI includes a language selection during the enrichment process. This selection ensures that the AI engine accurately generates and translates all intent and action labels into your preferred language for analysis.

Currently, Interaction Analytics (CXone) search supports one language per upload. When you select a collection for enrichment, the system automatically detects the language and locks the Language field. This ensures consistency between your source data and the AI-generated labels. If no selection is made, the system defaults to English.

With an enriched model, you can perform the following tasks:

  • View Enriched Examples: Review how the AI has categorized specific examples from your customer data.

  • Identify New Topics: View added intents and actions discovered by the AI during the enrichment process.

  • Track Model Changes: View removed intents and actions, which appear struck through in the interface to indicate they are no longer part of the active model.

To enrich a model:

  1. Select the base model's name from the drop-down list or use the search option. To select another model, click Home .

  2. Click Options in the top right corner of the page, then select Enrich.

  3. In the Enrich Model window, select Enrich to start the enriching process.

    Image showing model enrichment modal

  4. Complete the following fields:

    • Edit the company description if required.

    • Select the appropriate collection from the Select Topic AI Collection drop-down.

    • Select the language to be used for translating intent and action labels from the Select Topic AI Target Language.

  5. Click Enrich. The enrichment process uses customer interaction data from the selected collection to create an enriched model that retains the original model while adding new intents and actions.

    Note: If no Topic AI collection appears in the list during enrichment, create one by using the Save to Collection operation in the Interaction Analytics (CXone) Search application. For more information refer to the section, Create a Topic AI Collection. After you create a collection, it takes about 20–30 minutes before it appears in the Topic AI > Select Topic AI Collection dropdown.

  6. Enriching a model takes around 6 hours.

    Best practice: start enrichment as the last task of your day and review the enriched model the following day.

  7. A model that has already been enriched can be enriched again by selecting Options and clicking Enrich. This allows users to continue refining the model as new data becomes available.

  8. Click Update and publish the enriched model.

  9. The enriched model appears along with the date and time of enrichment.

A model that has already been enriched can be enriched again by selecting Options and clicking Enrich . This allows users to continue refining the model as new data becomes available.

Limitation: For each out-of-the-box (OOTB) model, only one derived model can be under work at a time. If a model is in Enriching, Updating, or Edit mode, you must first update the editable model before starting another enrichment. After the update is complete, you can enrich again using the base, enriched, or modified model.

image showing Topic AI model versions list with enriched, tuned, and editable models.

 

After enrichment completes, the following options are available from the Options menu in Topic AI:

Action

Description
Enrich (Re-enrich) Enrich the model again with a new or updated Topic AI collection as new data becomes available.
Edit / Modify Clone the enriched model into an editable version. You can rename, merge, move, or remove intents/actions.
Update Finalize edits on a modified model and prepare it for publishing.
Publish Make the model available for use. Published models are highlighted in the Models dropdown.
Delete Remove enriched, modified, or editable models. Base models cannot be deleted.

Recommended workflow: Enrich → Edit/Modify → Update → Publish

Other category

When the model is enriched with data from a vertical that is not yet defined in the Base model, any new topics and subtopics are automatically grouped under a new top-level category called Other. This category provides a flexible way to organize customer data that does not clearly align with existing categories. You can then adjust and refine these topics as and when needed.

For example, in some cases, the system identifies topics that are too broad or unclear such as inquiries or issues and cannot assign them to a specific category. This can lead to incorrect classification or loss of context, especially when working with data from new industries or changing business areas. The Other category is a general option the system can use when no clear top-level category fits. It allows the system to:

  • Automatically group related subtopics under a common heading when no suitable category is available.

  • Keep topic relationships organized, even when the right category isn’t available yet.

  • Move these topics to more specific categories later, once clearer patterns are found.

This enhancement helps the model work better with different types of data and makes it easier to find and organize topics.

Edit/Modify Model

You can edit/modify an enriched model. With a modified model, you can:

  • Rename intents/actions at any level

  • Merge intents/actions at Topic and Subtopic levels

  • Move intents/actions at Topic and Subtopic levels

  • Remove intents/actions at any level

To edit/modify a model:

  1. Select the enriched model's name and version from the drop-down list or use the search option. To select another model, click Home .

  2. Click Options icon for options in the top right corner of the page, then select Edit. In the Edit Model window, click Edit. The icon changes to icon to indicate edit in progress to indicate that it is ready for editing.

  3. The model is cloned, creating an editable version. Make changes to the model as needed.

    Refer to the Modifying Models page for more information on tuning options.

  4. After you have finished modifying the model, click the Publish button located at the top right corner of theTopic AI page.

A modified model can be enriched again by selecting Options and clicking Enrich. This allows users to continue refining the model as new data becomes available.

Update Model

You can update Enriched/Modified models to prepare them for use.

To update a model:

  1. Click Update in the top right corner of the Topic AI page. Note that this process takes time.

  2. Once the model is updated, it is marked as Modified.

Publish model

You can publish out-of-the-box (OOTB) vertical models, enriched models, or updated models (marked as Modified) based on your business requirements.

To publish an enriched model:

  1. After enriching the model, click Publish in the top right corner of the Topic AI page.

  2. The status will change to Published.

  3. View available vertical models in the Models dropdown. Published models are highlighted and on hovering over the model name it indicates that it is published. A warning message is displayed when you attempt to change the published model. This feature is accessible to users with an Analyst user type/license.

Currently, the Interaction Analytics (CXone) application detects one primary intent and up to 8 actions for any new voice or digital interactions. Note that a primary intent is the first intent uttered during the conversation.

 

Delete Model

To delete a model

  1. Select the model's name and version from the drop-down list or use the search option.

  2. Click Options icon for options in the top right corner of the page, then select Delete.

  3. Click Delete in the Delete Model window. Note that only enriched, modified, or editable models can be deleted. Base models cannot be removed.

View Vertical Models

To view the models:

  1. Click Options icon for options located at the top right corner of the Topic AI page.

  2. Select View Models.

  3. On the Select Model page:

    1. Click on Add Company Details to add details of your company and a brief description of its services/products.

    2. Click on the model tile you want to analyze/enrich. The model is selected, and the Topic AI page appears.

    3. Use the Select type dropdown to view intents or actions for your chosen model.

  4. Click Options icon for options, and then select More Info to view model statistics, including total Intents and Actions counts. When you choose Intents from the Intents/Actions drop-down, the total number of Intents is shown. Similarly, selecting Actions displays the total number of Actions.