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When creating scorecards on Voyc, you need to add keywords. Voyc’s AI assistant, Joyc, provides AI-powered keyword suggestions to help you reduce the time spent in adding keywords to your scorecards. These include keywords for compliance statements such as DPAs and the recording disclaimer. To help you get started, this article will guide you through the process of adding prompts for Joyc to suggest keywords.
Getting started with Joyc AI Keywords.
Just like any other AI tool, you have to create a prompt that Joyc will use to suggest a list of keywords that can be used in support of the statement that must be assessed. You must ensure that the prompt is a clear description of what the agent must say to the customer. This way, Joyc will take the description and suggest the various possible keywords or phrases that agents will use when they mention the statement. To get started with AI Keywords follow these steps:
Click on the node representing your statement and head to the description.
In the description box, provide clear description or prompts for Joyc to use as a reference when generating keywords. The description should clearly indicate what an agent should mention during a call. For instance, your description might be: "Inform the customer that all calls are recorded for quality assurance and training purposes”. When done click Save.
This GIF illustrates how to get started with Joyc AI Keywords
Now that your description is saved, click on Ask Joyc for Suggestions. Joyc will suggest potential keywords that match your statement.
Next, examine the suggested keywords and select those that align with your statement and click "Accept Selected Keywords". The selected keywords will be automatically added to your statement.
This GIF shows how to add AI Keywords to your statement.
💡 Voyc tip: If you need more keywords, you can ask Joyc to generate AI keywords again.
Reviewing Suggested Keywords
Based on the description you provided as reference when generating keywords, Joyc will suggest several keywords that clearly indicate what the agent is required to mention during the call.
While Joyc's suggested keywords are generally applicable, some might be too generic (e.g. Recording). Such generic keywords might appear in different scorecard statements, potentially causing inaccurate grading. To address this, you need to ensure that all the keywords suggested by Joyc relate to the current statement to reduce the chance of them being mentioned in a different context.
You can refine the keywords suggested by Joyc by following these steps
Delete generic keywords: Click the "x" icon next to the keyword you want to delete.
You can refine the keyword by adding other phrases to it. For example, change Recording to Recording the call. This reduces the chance of the keyword being mentioned in a different context in the conversation.
This GIF shows how to refine keywords suggested by Joyc
📌 Take note: Ensure that you keep the keywords concise e.g. up to 3 words, as the system will require agent to say them word for word.
Refining your AI keywords ensures that they are uniquely tailored for the statement , reducing misinterpretation and improving call grading accuracy.
Frequently Asked Questions
Can I manually add keywords that Joyc did not suggest?
Can I manually add keywords that Joyc did not suggest?
Yes, you can manually add keywords that you think are relevant to your statement. Simply type them in the keyword section and save them.
What should I do if Joyc's keyword suggestions are not relevant to my statement?
What should I do if Joyc's keyword suggestions are not relevant to my statement?
If Joyc's keyword suggestions are not relevant, improve your description or prompt Joyc to provide keywords that better align with your statement.