What are voices?

What are voices?

Voices represent the questions your customers are asking on Bold360 AI self-service touchpoints.

With voices, you can gain valuable insight into any potential gaps in your knowledge base, and resolve issues related to customer queries.

How does Bold360 AI group customer voices?

Each time a user asks a question on a Bold360 AI touchpoint, a customer query is collected. Bold360 AI's algorithm groups queries that have the same semantic meaning, that is, the same intent, into voices. The voices that it identifies as very similar in their intent are grouped together to voice clusters.

To illustrate the difference between voices and voice clusters, see the following example:

How to gather user feedback is a voice cluster. This cluster contains the following four voices:

  • How to gather user feedback
  • feed back
  • instant feedback
  • give feedback

How to gather user feedback is the voice cluster because this voice was asked first. Bold360 AI?s NLP algorithm considered the other three voices that were asked later as close in meaning and grouped them together with the original voice.

How to gather user feedback is the title of the voice cluster and it is also a voice. In this example, it was asked 32 times as shown by the number of hits. However, the number of hits does not mean that the exact same query was asked 32 times. It only means that 32 questions were asked where the intent was very close in terms of semantics.

To sum up, several intents make a voice, and voices that are close in meaning are often grouped to a voice cluster.

How do I use voices in Bold360 AI?

Voices and voice clusters are displayed in the Dashboard and in Search Optimizer.

The Dashboard displays voice clusters and voices as tiles. You can use voices on the Dashboard to identify interesting insights and trends. See Voices and the Dashboard: Capturing and analyzing user intent to learn more about the Dashboard.

Search Optimizer displays tasks related to voices: you can find the voice clusters here too, so that the entire cluster can be handled as one or separated when specific voices inside the cluster should have different answers. You can use Search Optimizer for content optimization. For more information see How to use Search Optimizer 2.0.

You also have the option to generate a full report on voices for further analysis. To do that, go to Analytics?Reports in Bold360 AI.