Manage AI Tags

Use the AI Tags tab on the Business Signal page to create and work with tags that AI applies to contacts. These tags help you easily track and analyze contacts based on the content of the conversation.

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 tag can be active or inactive. Calabrio ONE applies only active tags to contacts.

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.

A category can be published or unpublished. Calabrio ONE applies only tags in published categories to contacts.

A task is a job that tells Calabrio ONE to apply tags within specific categories to contacts. Analytics tasks can process multiple tag categories, and tag categories can be used in multiple tasks. You manage tasks on the Task Manager page. See Create Analytics tasks for more information about tasks.

Calabrio ONE applies tags to contacts that match the description for that tag and for the category that the tag belongs to. For individual contacts, tags appear in the Data Insights panel (see View AI insights for a contact). You can monitor the big-picture ebb and flow of tags on the AI Tags page (see Monitor the trends in AI Tags).

AI Tags work together with Analytics phrases and Trending Topics to help you understand the voice of the customer, but these three features help you do different things when it comes to analyzing contacts. For an explanation of how and when to use these different features, go to About the differences between Analytics phrases, AI Tags, and Trending Topics.

Prerequisites

Your organization has an Analytics Enterprise Plus license.
You have the View AI Tags Editor permission.
You have the Edit AI Tags permission (needed to do anything besides view the page).

Page location

Application Management > Analytics > Business Signal > AI Tags

Procedures

View the tags in an existing category

Click a category in the Category panel. The tags within that category appear in the panel on the right.
(Optional) To see the description for a tag, click the tag’s down-pointing arrow.

View the tasks that use a category

Click the options icon (the three dots) next to the category, and select Associated tasks from the drop-down list. The Associated tasks window opens with a list of all the tasks that use this category, along with the task schedule.
Click Done to close the window.

Search for a tag or category

This search looks for words in the name of a tag or category. It does not look for words in the descriptions for tags or categories.

Enter the name or part of the name in the Search categories or tags field.
(Optional) To search for only categories or only tags, select Categories or Tags from the Search by: drop-down list.
Click Search. The Category panel shows the search results.

Filter the list of categories

In the Category panel, select an option from the Filter drop-down list. You can filter by tag status (active or inactive) and category status (published or unpublished).

Add a new category

Click Create category. New fields expand.
Enter the name for the category in the Category name field. The name must be unique, and it should be clear enough so that people who come to this page later can understand the purpose of the category without needing to look at all the tags it contains.

EXAMPLE You work for an insurance company and need to identify contacts by the type of claim the customer is making. You create a category titled “Claim Type.”
Enter information about the category in the Category description field.

IMPORTANT The description is the most important part of a category. Calabrio ONE AI uses this description to identify contacts where this category applies. Be as specific as possible when writing this description.

EXAMPLE You write the following description for the “Claim Type” category: “This category is for contacts where customers discuss their insurance claims, such as vehicle accidents, medical reimbursement, or property damage. This category also identifies contacts from customers who are making their first claim.”
Click Save. The category appears at the top of the list in the Category panel.

Add a new tag

A category can have up to ten active tags. You can add tags only to unpublished categories. If the category is published, you first need to unpublish it. See Deactivate a category for instructions.

Click the category that the tag belongs to in the Category panel. Any tags that the category already has appear on the right.
Click Create tag. New fields appear.
Enter the name for the tag in the Tag name field. This name will appear on individual contacts and on the AI Tags dashboard, so its purpose should be clear at a glance.

EXAMPLE You work for an insurance company and want Calabrio ONE to identify contacts where customers discuss their automobile accident claims. In your “Claim Type” category, you create a tag called “Auto Accident Claim.”
Enter information about the tag in the Tag description field.

IMPORTANT   The description is the most important part of a tag. Calabrio ONE AI uses this description to identify contacts that should get this tag. Be as specific as possible when writing this description.

EXAMPLE   You write the following description for the “Auto Accident Claim” tag: “Apply this tag to contacts where customers discuss their insurance claims related to vehicle accidents. For example, customers might mention collisions, being rear-ended, or having their car totaled.”

BEST PRACTICE   In your descriptions, avoid including exact phrases that could occur in contacts unless they are absolutely necessary. Instead, describe situations where a tag would apply to a contact. Describing the tag helps Calabrio ONE AI apply it more accurately. If you need to identify contacts based on specific phrases that occur, use Analytics phrase hits. See Create and manage phrases and phrase categories.
To save your work without activating the tag, click Save. To save your work and make the tag active, click Save & Activate. The tag appears in the list of tags for its category.

Edit a category

If a category is unpublished, you can edit its name or description. If the category is published, you first need to unpublish it. See Deactivate a category for instructions.

NOTE If you edit the description for a category that has already been used to analyze contacts, your changes apply only to contacts that are analyzed after the change. Contacts that have already been analyzed are not affected. If you change the description dramatically, there might be inconsistency between how the tags are applied before and after the change.

Click the options icon (the three dots) next to the category, and select Edit category from the drop-down list.
Edit the name or description as needed.
Click Save.

Edit a tag

If a tag is inactive, you can edit its name or description. If the tag is active, you first need to deactivate it. See Deactivate a tag for instructions.

NOTE If you edit the description for a tag that has already been applied to contacts, your changes apply only to contacts that are analyzed after the change. Contacts that have already been analyzed are not affected. If you change the description dramatically, there might be inconsistency between how the tag is applied before and after the change.

In the Category panel, click the tag’s category.
In the Actions column, click the pencil icon.
Edit the name or description as needed.
To save your work without activating the tag, click Save. To save your work and make the tag active, click Save & Activate.

Activate a category

Activate a category when you are finished adding tags and are ready to have Calabrio ONE start applying its tags to contacts. Before a category can be activated, it must contain at least one active tag (see Activate a tag).

Select Published from the Unpublished drop-down list next to the category. A confirmation message opens.
Click Close to close the confirmation message. The category is now available for AI Tags tasks on the Task Manager page (see Create Analytics tasks).

Activate a tag

Activate a tag when you are ready to have Calabrio ONE start applying it to contacts. You can activate a tag if it is in an unpublished category. If the category is published, you first need to unpublish is. See Deactivate a category for instructions.

In the Category panel, click the tag’s category.
In the Status column, toggle the Inactive switch to On.

Deactivate a category

Calabrio ONE does not apply tags that are in deactivated categories to contacts. Any tags from this category that have already been applied are not affected. Deactivated categories do not appear on the Task Manager page.

Select Unpublished from the Published drop-down list next to the category. A confirmation message appears.

Deactivate a tag

Calabrio ONE does not apply deactivated tags to contacts. Any contacts that already have the tag are not affected.

You can deactivate a tag if it is in an unpublished category. If the category is published, you first need to unpublish it. See Deactivate a category for instructions.

In the Category panel, click the tag’s category.
In the Status column, toggle the Active switch to Off.

Delete a category

Deleting a category also deletes all its tags. Any tags from the category that have already been applied are not affected. Deleted categories do not appear on the Task Manager page.

You can delete a category if it is unpublished. If the category is published, you first need to unpublish it. See Deactivate a category for instructions.

Click the options icon (the three dots) next to the category and select Delete category from the drop-down list. The Confirm delete window opens.
Click Delete.

Delete a tag

You can delete a tag if it is deactivated and in an unpublished category. Any contacts that already have the tag are not affected.

If the tag is active, you first need to deactivate it. See Deactivate a tag for instructions. If the category is published, you first need to unpublish it. See Deactivate a category for instructions.

In the Category panel, click the tag’s category.
In the Actions column, click the trash can icon. The Confirm delete window opens.
Click Delete.