A Contact Driver Model is a collection of contact drivers designed to cater to specific use cases within an organization's operations. For instance, consider a scenario where the contact drivers for customer support interactions differ from those for after-sales service inquiries. In such cases, distinct sets of contact drivers and models are necessary to accurately identify and categorize the primary drivers behind each type of interaction.

By implementing separate contact driver models for various use cases, organizations can tailor their contact driver analysis to suit the unique requirements of each scenario. This approach allows for the creation of customized sets of contact drivers optimized for specific contexts, ensuring that the system accurately captures and analyzes the most relevant factors influencing customer interactions.

To Create a Contact Driver Model

1. Navigate to the Governance section within the Conversational Analytics Persona.

2. Click on Contact Driver Models to access the Contact Driver Models window.

3. On the Contact Driver Models window, locate and click the + Contact Driver Model option located in the top right corner.

   

4. On the Contact Driver Model window that appears, provide the following details:

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   1. Name: Enter a descriptive name for the Contact Driver Model.

   2. Description: Optionally, provide a brief description or overview of the Contact Driver Model.

   3. Type: Define the type of the contact driver that the model identifies.

      Initial Contact Driver:

      This type represents the primary issue or inquiry initially reported by the customer or user, which prompts them to contact customer service or support.

      It captures the initial reason behind the customer's interaction and serves as the starting point for addressing their needs or concerns.

      For example, if a customer contacts support regarding a technical issue with a product, the initial contact driver might be "Technical Support Request." It is selected by default.

   4. Total Levels: Specify the number of hierarchical levels of contact drivers you want to capture within the model. Each level represents a different degree of granularity or specificity in categorizing customer interactions.

      For example, if you set "Total Levels" to 3, it means that you intend to capture contact drivers across three levels of detail or categorization within the model. Each subsequent level provides more detailed information about the customer's inquiry or issue.

      Note that you can add up to 10 levels. Here's how it might look in practice:

      - Levels = 2

      Purchase Intent -> Product Questions

      - Levels = 3

      Product Issues -> Display Issues -> Display Broken

      - Levels = 4

      System Issues -> Connectivity Issues -> Bluetooth Issue -> Bluetooth not pairing

   5. Select the Share permission from the Share Contact Driver Model With drop down list.

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      1. Enter the name or email of the Users or User Groups for which the permission needs to be shared.

      2. Click on Editor to select between the Editor and View Only permissions.

         Editor - This permission allows you to edit, view, share and delete an entity.

         View Only - This permission allows you to view the entity buy you cannot edit it.

      3. Click Share.

5. Click Save at the bottom.

Version Management

This feature enables you to make changes in Contact Driver Models without affecting the existing deployed by efficient version management. Additionally, this also allows you to leverage AI to verify Contact Driver Models by checking for errors & warnings for each Contact Driver Group / Contact Driver and automatically suggests improvements to be made before deployment.

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Perform the following steps to check for versions in Contact Driver Model.

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1. Once you have created the Contact Driver Model in To Create a Contact Driver Model section. Go to the newly created model on the Create Screen.

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2. Click on the three dots appearing on newly created model and click View Latest Version. The created model is displayed in the Draft state on the screen.

3. Click on the Verify tab appearing at the right top most side of the screen. By clicking on this tab you are able to automatically verify a model before deploying it. There are four job states that appear for Verify:

• Verification In Progress - This job state means that the Testing is in progress and this may take a few minutes. You can Abort the job by clicking on the Abort button appearing on the screen, incase you wish to cancel the verification.

• Verification Failed - This job state means that the Model verification has failed and you need to Review the suggestions and resolve the errors before saving or deploying.

• Verification Passed with Warnings - This job state means that Model verification has completed, but with warnings. You need to review the suggestions before saving or deploying. After making the changes you can Lock Version to Version History and make it Ready to Deploy.

• Verification Passed - This job state means that Model verification has completed successfully. You can now save or deploy the model. You can Lock Version to Version History and make it Ready to Deploy.

4. Click on Lock Version to save version to Version History and make it Ready to Deploy.

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Click on Lock and Deploy to save version to Version History & Deploy it directly.

5. Click on Show All versions appearing on the left top most side of the screen. The Version History screen is displayed showing all the Version History of the Contact Drivers.

• Draft State - The Draft version state means that you are currently in edit mode. You need to Verify the model before saving or deploying.

• Ready to deploy State - The Ready to Deploy state means that you are currently viewing a saved version. You’re now ready to deploy the model. After clicking Deploy, this version gets Deployed and other deployed version gets undeployed.

• Deployed State - The Deployed state means that you are currently viewing the deployed version. You can restore it to make any edits.

6. Click on View Suggestions. The Suggestions screen is displayed.

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There are three messages that appear under the Suggestions:

1. Create Contact Driver Group - Add a fallback intent under this parent intent for example, 'Other Queries'/' Miscellaneous Issues' with a suitable description.

2. Update Contact Driver Group - Consider rephrasing the exclusion clause to explicitly state what is included and excluded, such as 'excluding cancellations that occur after the driver has arrived at the store.'

3. Move Contact Driver Group - To resolve this discrepancy, the parent intent 'Earnings & Incentive Queries' should explicitly mention the exclusions related to payment reduction after order acceptance and specific transfer issues.

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