Categories for detection of terms in the audio flow

The Linguistic module comprises a set of predefined categories. The predefined set of categories includes Escalations, Complaints, and two sentiment categories to detect Positive and Negative Customer Sentiment. If Sensitive Data Masking is enabled, then the predefined Speech-driven masking category is also available.

If you have Speech Analytics, you can create your own custom real-time categories in Speech Analytics, in addition to the predefined categories. Creating custom real-time categories improves the engine's transcription accuracy, and enhances the precision of category hits.