Advice for AI Tags

Use this guide to create high-quality tags, tag categories, and tag descriptions that help Calabrio ONE Analytics tag contacts accurately and consistently.

A tag is a marker of the content or purpose of a contact. Examples of tags are “Fee Waiver” (for contacts where the agent offers to waive a fee for a customer) or “Long Wait Times” (for contacts where customers complain about waiting on hold for a long time). A contact can have multiple tags.

A category is a collection of tags that you organize together because they have a similar business purpose. For example, a category called “Billing Issues” could contain tags like “Fee Waiver,” “Unexpected Fees,” and so on.

Best practices for category names

A category name is a short, descriptive label for a group of related tags.

Keep category names brief: 2–4 words is best.

Use clear, business-relevant terms.

Use Title Case for consistency. For example, use “Claim Type,” not “claim type.”

Avoid vague names like “Other” or “General.” These kinds of categories aren’t helpful when you’re trying to understand the content of a conversation.

Best practices for category descriptions

A category description is one or two sentences that explain the purpose and scope of the category. Think of a category description as the umbrella theme for your tags. The description tells the AI what kinds of tags belong here and how they are grouped together.

Clearly explain the type of topics or intents the tags in this category should capture.

Use plain language that is easy to understand. Do not use internal jargon.

Do not repeat the category name in the description.

Avoid vague terms like “Other” or “General.” These kinds of descriptions aren’t helpful to the AI.

Best practices for tag names

A tag name is a short, descriptive label that identifies a specific topic, action, intent, or outcome mentioned in a conversation. Tag names appear in the Data Insights panel for each contact (see View AI insights for a contact).

Keep tag names short, ideally 1–5 words.

Tag names should be specific, clear, and unique.

Think of a tag name as a headline for the tag description.

Be consistent with capitalization. We recommend using lowercase (for example, auto accident claim) or Title Case (for example, Auto Accident Claim).

Do not use symbols, punctuation, emojis, or generic terms like “Other” or “General.”

Best practices for tag descriptions

A tag description is a natural-language sentence or phrase that clearly explains the intent or meaning that a tag should capture in a conversation.

Define one clear concept or action per tag.

Make sure that each tag has a unique and specific meaning. Tags with overlapping descriptions or tags that are too similar to each other can confuse the AI and lead to inaccurate tagging.

Do not use compound definitions (for example, “payment failed or successful”) or vague wording.

Do not include keyword lists. Calabrio AI does not need keywords and might not understand them. Instead, the AI relies on semantic understanding. This means that you need to provide only a clear, representative sample. The AI will recognize similar variations on its own.

Use clear, direct language. The AI works best when tag descriptions are explicit and unambiguous. For example, say, “The agent must explicitly ask the customer to call back.” Do not assume that the AI understands what you mean. Spell out exact instructions whenever possible.

If you are creating a tag that can require multiple conditions to be applied, use precise logic. If all the conditions must be true, use the word “and” in the tag description. For example, “Apply this tag if the customer is frustrated and the issue is resolved. If either condition is missing, do not apply this tag.”

Examples of tags and tag categories

Category	Category description	Tags	Tag descriptions
High-Priority Interaction	This category captures interactions where the customer expresses urgent need, is in emotional distress, or requires special attention due to the nature of their condition or concerns.	Anxious Patient	The customer expresses worry, fear, or emotional distress about their health, treatment, or upcoming procedures.
High-Priority Interaction		Cancer	The conversation involves a cancer diagnosis, treatment discussion, or the customer self-identifying as a cancer patient.
Customer Profile	This category described key personal or medical background details shared by the customer that may affect their care plan or how their needs are handled.	Chronic Pain Relief	The customer discusses ongoing pain conditions and seeks out or references treatments or strategies for managing chronic pain.
Customer Profile		Disabled	The customer discloses a disability or references accommodations or challenges related to a physical, cognitive, or sensory impairment.