Set up a Case Update rule to Run Interaction Intent Model(s), allowing for the comprehensive analysis of a case's conversation by the specified contact driver model to predict contact drivers.

This process initiates a backend request containing information about the contact driver model and the conversation linked to the interaction. Subsequently, the system processes the contact drivers and contact driver groups for that collection and provides predictions for the interaction. If the returned contact driver matches the filter criteria, the Contact Driver related standard fields get populated.

To Create a Case Update Rule to Run Interaction Intent Model

1. Begin by creating a Case Update rule and add conditions based on your requirements to trigger the rule.

2. Add actions. Under the Actions To Universal Case section, choose the Run Interaction Intent Model action.

3. In the Intent Model Configuration action, select the desired contact driver model from those created under the Conversational Analytics Persona.

   

4. It is mandatory to select the contact driver model and mark it as primary under the Mark as Primary Intent Model field.

5. Utilize the Filter for Intents option to select specific contact drivers for output. This filtering can be based on criteria such as "Contains" or "Doesn't contain."

6. Optionally, add the Interaction Selector action to filter interactions based on criteria like the number of agent messages, channel, number of customer messages, etc.

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   Condition	Definition
   Brand Response Type	Atleast 1 Agent Message, Only Bot Messages, Atleast 1 Bot Message, Only Agent Messages
   Call - Advisor Talk Time	This measures the total time the advisor (agent or representative) spends talking during a conversation.
   Call - Customer Talk Time	This measures the total time the customer spends talking during a conversation.
   Call - Total Talk Time	Check the Total talk time in the call.
   Call Dead-Air Time	Check the Dead air time in the call.
   Call Disconnection Type	Select how the call got disconnected Agent, System, Remote
   Call Disposition	Standard Dipositions filled after case is disposed
   Call Disposition Plan	Standard Diposition Plan filled after case is disposed
   Call Hold Count	No of time a call is put on Hold
   Call Hold Time	Time for which the call is put on Hold
   Call Mute Time	Time for which the call was on Mute
   Call Recording Exisit	Check if Call recordings are present in the call or not
   Call Sub-Disposition	Standard Sub-Dipositions filled after case is disposed
   Channel	Channel or Social Network of the Conversation
   Duration	Total Duration of the conversation
   No of Agent Messages	Total Agent replied messaged in the conversation
   No of Brand Messages	Total Agent replied messaged in the conversation
   No of Bot Messages	Total Agent replied messaged in the conversation
   No of Customer Messages	Total Agent replied messaged in the conversation
   No of Messages	Total Agent replied messaged in the conversation
   Call Direction	Indicates whether the call was inbound or outbound.
   Detected Intent Group	Filter by Contains: Selects all interactions that contain the selected Intent Groups. Filter by Doesn't Contain: Deselects all interactions that contain the selected Intent Groups.

7. Click Save at the bottom to save the rule.

   This process enables the automatic execution of intent analysis on case interactions, providing valuable insights into customer conversations.

To Create a Case Update Rule to Unset Interaction Intents

You can remove the assigned contact drivers from a specific case.

This action is useful in scenarios where the initial contact drivers assigned to a case need to be reset or removed due to changes in the case details, resolution, or reassignment to a different team or agent.

1. Begin by creating a Case Update rule and add conditions based on your requirements to trigger the rule.

2. Add actions. Under the Actions To Universal Case section, choose the Unset Interaction Intents action.

3. In the Intent Model Configuration action, select the desired contact driver model from those created under the Conversational Analytics Persona.

   

4. Add the Intents action as Unset.

5. Optionally, add the Interaction Selector action to filter interactions based on criteria like the number of agent messages, channel, number of customer messages, and so on.

6. Click Save at the bottom to save the rule.