Interaction Analyzer Keyword Entry

You enter keywords, up to 120 characters, through the Interaction Analyzer interface of Interaction Administrator or IC Server Manager. Spell keywords as you would enter them in any document intended for communication. The speech recognition engine uses that spelling entry to match it to its usual phonetic pronunciation.

Interaction Analyzer keyword spelling entries

You can also add multiple spelling entries of a keyword, depending on the different ways in which a person pronounces a word, such as data. For this word, some people pronounce it as dayta while others pronounce it as dahta. The dictionary through which Interaction Analyzer compares pronunciations already handles many words with multiple pronunciations. However, if you enter terms that are specific to a specialized field, such as medicine or science, you may need to provide alternate spelling entries or user-defined pronunciations to ensure recognition by Interaction Analyzer.

Keyword synonyms

One method you must avoid regarding spelling entries is that of synonyms. For example, if you wanted a keyword of home, do not enter the following synonyms as alternate spelling entries:

House	Casa	Castle	Home	Dwelling
Abode	Hacienda	Shack	Condominium
Domicile	Chateau	Hut	Apartment

Genesys recommends that you do not enter synonyms as alternate spelling entries because Interaction Analyzer determines the spotability factor by the lowest, least discernible entry. In the previous example, the lowest, least discernible spelling entry would be "Hut." Instead, create a keyword set with the name of home and enter each synonym as a keyword. This method insures that each synonym keyword has a separate spotability factor and confidence threshold, and can be further discerned through more spelling entries and user-defined pronunciations.

Keyword punctuation

Interaction Analyzer ignores any punctuation characters in keywords. These characters include commas, periods, exclamation points, hyphens, dashes, question marks, colons, semicolons, special characters ($, %, &, (, ), @), and quotation marks.

Keyword numbers

Each digit that you enter in a keyword is recognized as a word. For example, if you enter H20, Interaction Analyzer recognizes this keyword as "H two O." However, if you enter multiple digits, Interaction Analyzer recognizes each number separately. For example, if you enter 100, Interaction Analyzer recognizes this keyword as "one, zero, zero", not "one-hundred." Likewise, "21" is identified as "two, one", not "twenty-one."

Keyword contractions

Interaction Analyzer recognizes contractions when you enter them as keywords. Words such as "don't," "can't," "won't," "couldn't," "it's," and "I'll" are acceptable.

Keyword abbreviations

Interaction Analyzer does not recognize abbreviations, such as Dr., Mrs., Mr., Jr., Sr., and others.

Interaction Analyzer anti-spellings

After you define keywords, you have the option of entering anti-spellings that specify similar-sounding words that you do not want mistaken for that keyword. These words could confuse Interaction Analyzer, which could mark them incorrectly as instances of that keyword; these mistakes are false positives.

For example, the following table presents some keywords and possible anti-spellings that you can add to the definitions:

Keyword	Anti-keywords	Keyword	Anti-keywords
Lawyer	Lower Loiter Foyer Employer	Guarantee	Warranty Guillotine Green tea
Surely	Charlie Surly Purely Journey	Unfair	Conveyor Unveil Affair A fare On there

Additionally, you can also specify anti-spellings where the keyword is part of a larger word. For example, consider the word form. You probably would not want Interaction Analyzer to spot this word when it is a part of larger words, such as uniform, formatted, and formation. In this case, if Interaction Analyzer does spot the keyword within the larger words, you can enter the larger words as anti-spellings.

Do not try to determine anti-spellings when you define a keyword. Instead, when your keywords are used in real interactions in a test environment or in the contact center, you can analyze recordings, identify words mistaken as keywords, and then add them as anti-spellings to the keyword definitions.

If you eventually enter anti-spellings in a keyword definition, you can also consult numerous websites that list other rhyming words for that specific keyword.