To set up Alerts, you’ll need to add specific phrases or keywords that you want to monitor in conversations. When these keywords are detected, Voyc triggers an Alert, helping you to stay up to date with how agents are interacting with customers - whether it’s resolving customer service queries, identifying vulnerable customers, or escalating issues to a manager.

Voyc’s AI assistant, Joyc, streamlines the process of creating Alert phrases by providing AI-powered keyword suggestions, reducing the time and effort involved. Using your Alert description, Joyc generates carefully considered keywords ranked by their relevance and cover a variety of possible options. This article will guide you through how to use Joyc AI to efficiently generate and refine your Alert phrases.

To start using Joyc, you'll need an Alert description. This description serves as a prompt for Joyc to generate keyword suggestions tailored to the Alert type. For instance, if your Alert is about customer complaints, the description could be like this: This Alert is triggered when a customer expresses dissatisfaction, encounters poor service, raises an issue, or files a complaint.

To start generating Joyc’s AI keywords, navigate to the Alert Phrase section, click Ask for Joyc Suggestions, and Joyc will generate keyword suggestions based on your description. However, if the description isn’t detailed enough, Joyc will notify you that there’s insufficient information to generate keywords. To get the best results, ensure your descriptions are detailed and comprehensive.

Joyc has generated a range of Alert keywords that align with your description. Each keyword is accompanied by a relevance score indicating how closely it matches your Alert description. For example, a keyword might be 90% relevant to your description. The keywords are organised from highest to lowest relevance, making it easier to focus on those with higher scores. This ensures you can select the most relevant keywords, minimising the chances of triggering false Alerts.

Choose the Alert keywords from Joyc's suggested list that have the highest relevance scores and that you believe are the most appropriate. To do this, click on each relevant keyword, then click the Accept Selected Keywords button. The chosen keywords will be automatically added to your Alert phrase section.

You have the option to edit and refine the keywords suggested by Joyc. For example, if Joyc suggests the keyword "Very angry," you can modify it to something like "I'm very angry" if desired. This allows you to add one or two phrases to make the keyword better fit the context of your alert.

To edit a keyword, click the pencil icon that appears when you hover over it, make your changes, and then click Save.

By carefully refining keywords and applying Joyc’s AI suggestions enables you to create Alerts that are both precise and highly relevant, ensuring their maximum effectiveness.