Nextiva Contact Center: Category Summaries
Category Summary is where you will upload examples of the text that will be used to train the AI classifier. The AI will learn to distinguish and classify text within the workitem based on your examples. You will need to upload at least 100 examples for the AI to begin to learn. The more examples you provide, the better the results. In addition to the examples you upload, the system can continue learning from real-world workitems your organization receives. When users receive a workitem, they can select or modify the classification before setting the workitem disposition. The new examples can be used to continue to train the AI to make the classification of workitems more and more accurate over time.
Creating a Category Summary
Search for the Category Summary icon on the options menu. Click Plus (+) and fill out the required information.
Information Tab
|
Field Name |
Description |
|---|---|
|
Name |
The name of the Category Summary. |
|
Description |
A description of the Category Summary. |
Categories Tab
The Categories Tab will be where you can select the Categories used in the classifier (the target labels).
Category Summary Tab
The Category Summary Tab is where you upload the CSV with examples first to train the classifier. Each Category Summary can have up to two machine learning models, which can be switched between, so there is always an active and a training model. The buttons allow you to toggle between them.
NOTE: You must disable the first model before enabling the second one.