Classifiers give you a way to look for specific information across your interactions. Classifiers give you ultimate control — you can define the exact ruleset of words and phrases that you want to search for across customer interactions, and track how frequently those are arising through Reporting.

Classifiers are best at identifying specific/narrow topics that are nuanced and particular to your organization (e.g., look for specific mentions of your unique drugs, programs, competitors, etc.).

This is different than Themes and Topics, powered by one of the platform's generative AI models, automatically service the organic "drivers" of conversations. Using Themes and Topics to inform Classifier refinement is recommended.

You can build a Classifiers to answer this question! You’ll simply define the words/phrases to look for to determine whether the agent ended the call positively, and the platform can then look for these words/phrases across conversations at scale.

As a simple example, you might decide that: if the agent said “Thanks for your business” or “Have a good day/weekend”, the agent did end the call positively, and if the agent didn’t say either of those things, then the agent did not end the call positively.

You’ll add these words/phrases as rules when building a new Classifier, and “classify” interactions (i.e., analyze them using these rules), to see whether the agent did or did not positively end the call.

From there, we can continue to refine the rules for your Classifier. After reviewing the results over hundreds of interactions, we can determine if the Classifier is in agreement with our human analysts, or if/what adjustments need to be made.

To navigate to all your Classifier functions, visit the navigation across the top of your screen

Once you click into Classifiers, you’ll see three tabs on the left side:

Each of these areas is defined briefly below.

The Classifier Library allows you to access preexisting classifiers, rather than starting from scratch! Our team has helped clients build thousands of classifiers over the years, and the Classifier Library gives you access to our “greatest hits.”

Your Classifiers is where you’ll go to see all of your Saved and Published Classifiers. You can see key information about your classifiers, such as the name, when it was last updated, the owner, category, group, and status.

From here, you can Add a New Classifier (which will launch the Classifier Builder).

Classifier Builder is where you’ll go to create new Classifiers or edit existing Classifiers. This is where you’ll decide the Classifier name, category, group, description, and the exact criteria you want to search for across all of your interactions.