With Contact Driver Discoveries, you can leverage Sprinklr AI+ to automatically identify and generate a list of recommended contact drivers by analyzing contact center conversations. This AI-generated list can be customized to suit your needs, allowing you to effortlessly create a contact driver model.

To Initiate a Contact Driver Discovery

To initiate a Contact Driver Discovery, follow these steps:

1. Navigate to the Discover tab: Navigate to the Governance section within the Conversational Analytics Persona. Click Contact Driver Models to access the Contact Driver Models window. From the left-side menu on the Contact Driver Models window, select the Discover tab.

   

2. Start a new discovery: On the Discovery Runs window, click + Discover Run in the top right corner.

   

3. Enter Basic Details:

   • Name: Provide a meaningful name for this discovery run.

   • No. of Levels: Specify how many levels deep you'd like the contact drivers to be organized.

   • Share Discovery With: Select specific users or user groups with whom you want to share the discovery. You can set permissions as either:

     • Editor: Can edit, view, and delete the contact driver discovery.

     • View Only: Can only view the contact driver discovery but cannot make changes.

   • Filter Cases: Define criteria for which cases to analyze. It's important to note that:

     • The number of cases must fall between 500 to 10,000. If fewer than 500 cases are selected, an error message will appear.

     • If your filter results in more than 10,000 cases, the system will randomly select 10,000 cases for the discovery.

     • When the filter selects a number of cases within the specified range, the system will display the exact number of cases that meet the criteria.

     

4. Proceed: Once all fields are filled, click Next to move to the next step.

5. Import Seed Taxonomy:

   - Upload a pre-defined seed taxonomy with approximately 10-15 contact drivers. This taxonomy acts as the foundation for your discovery run and helps guide the AI in understanding both the granularity and the hierarchical structure expected in the output.

   - To ensure your taxonomy follows the correct format, you can download a sample template with guidelines to help structure your contact drivers properly.

6. Save: Once you've imported the seed taxonomy, click Save at the bottom to finalize your settings for the discovery run.

   

Actions on a Discovery Run

Once a discovery run has been initiated, its status will be displayed in the Status column with one of the following indicators:

• In Progress: The discovery run is currently being processed.

• Failed: The discovery run encountered an error. You will receive a notification allowing you to download the seed taxonomy file, which will include details about the errors.

• Completed: The discovery run has successfully finished.

For completed discovery runs, you can hover over the Options icon (three dots) next to the run and select from the following actions:

• View Discovery: View the generated contact drivers and insights from the discovery run.

• Edit Details: Modify the discovery run's basic details such as name or sharing preferences.

• View Details: Review the settings of the discovery run.

• Delete Discovery: Permanently delete the discovery run from the system.

• Download Seed Taxonomy: Download the seed taxonomy file that was used for the discovery run.

• Download Discovery Output: Export the results of the discovery run for external analysis.