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When creating your scorecard on Voyc, it's essential to follow best practices, such as ensuring each statement has unique keywords. Voyc detects duplicate keywords to prevent false positives in scoring and hence improve the accuracy of grading. This article will show you how to use the keyword duplication feature to help maintain keyword uniqueness in your scorecards.
Assessing Scorecard Keywords
As you’ve learned in the process of scorecard creation, statements should always be accompanied by keywords this is because agents do not always say statements word-for-word, hence using keywords becomes essential. For instance, in an introductory group, you might add “Good day you are through” as a statement, but agents might opt for variations such as "Hi", or "Good morning". By adding keywords, you are teaching Voyc to accommodate nuanced situations and account for the various ways in which agents mention phrases. The following image shows how to view scorecard keywords.
This image shows a statement and its corresponding keywords on Voyc.
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How does Voyc detect keyword duplication?
Voyc detects keyword duplication the moment a keyword is added to a list of keywords. Voyc will signal if it’s not unique by changing the colour of the keyword to amber.
Suppose you initially created a node with the statement "Please provide your personal details," where one of the keywords was "details." Later, as you were adding more statements, you created a node called "Confirm your details." If to included the keyword "details" in this new statement, Voyc will change the color of the keyword to amber. Additionally, it will update the color of the same keyword on the previous node. This is to alert you that the keyword is not unique and will cause false positives in grading.
An illustration of the feature that highlights duplicate keywords
Why do you need to have unique keywords on your scorecard?
Using duplicate keywords across different phrases can result in false positives, increasing the likelihood of inaccurate grading. For example, consider these two phrases: "Provide your details" and "Confirm your details," both using the keyword "details." If an agent says, "Please can you provide your details," both phrases will match, even though the agent did not ask the client to confirm their details. To avoid this, ensure that keywords are as unique to each phrase as possible.
📌 Take note: When adding keywords refrain from adding a long sentence as keywords. The agent would then be required to say the phrase verbatim, you may add short keywords such as:
Your details
Personal details
Confirm details
Frequently Asked Questions
Is there a limit number of keywords I can add?
Is there a limit number of keywords I can add?
There limit number of keywords is 200, but it's recommended to keep it to no more than 100 keywords.
If I have a mandatory paragraph that agents must read word-for-word, how can I configure Voyc to effectively check each statement in the paragraph?
If I have a mandatory paragraph that agents must read word-for-word, how can I configure Voyc to effectively check each statement in the paragraph?
To ensure that Voyc accurately assesses all statements in a paragraph, break the paragraph into multiple statements using nodes on the scorecard canvas. Make sure each statement (node) has unique keywords, allowing Voyc to correctly identify and evaluate each statement individually.
I added a long statement that I'm expecting agents to say word-for-word, some agents do say the statement but will slightly tweak it or pause while saying it but Voyc fails them. How can I resolve this?
I added a long statement that I'm expecting agents to say word-for-word, some agents do say the statement but will slightly tweak it or pause while saying it but Voyc fails them. How can I resolve this?
Always ensure that keywords or not long statements. If you add a long keyword such as “Please kindly confirm your details so that we can proceed with your application”, agents who do not say this phrase in verbatim won’t pass this section and this will affect their overall score.