Contact Types reports leverage our AI Contact Types model to give you visibility into what personas are present across your customer conversations. Our AI Model identifies 6 Contact Types, out of the box:

Note, you are able to map your own naming conventions for standard Contact Types within the administrative section of the platform. For example, if you prefer the term “Patient” to “Customer”, you can map the AI Model Outputs to your own naming conventions.

In Signals Contact Types Reports, you can see what contact types are present on conversations most often, how frequently each Contact Type is present, how this data trends over time, and how often each Contact Type is experiencing Eddies. You can dive deep into understanding Contact Types, and answer questions like:

At the top of the Contact Types page, you’ll see an overview of:

This gives you a quick snapshot at the data before diving into the reports.
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This graph shows how often each Contact Type is present across conversations. You can choose to compare this data to the previous period, or view it as a percentage or by count.
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Use this graph to see how the frequency of each Contact Type’s presence on conversations is changing over time.
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You can use the data grid at the bottom of this report to change which Contact Types are selected and displayed on the graph.

Use this report to see how often Contact Types are present in conversations, along with how often Eddies are present in those same conversations.
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Use this report to see the trend of Eddy prevalence in Conversations, for each Contact Types.
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You can use the data grid at the bottom of this report to change which Contact Types are selected and displayed on the graph.
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