AI Insights - Global Prompts

The Global Prompts page in AI Insights lets you interrogate multiple calls for projects, instead of handling them on a call-by-call basis.

Adding Global questions

1. Click Global prompts from the left-hand menu.
2. If necessary, click the Questions tab.

3. Click the Edit button in the top-right.

You can edit the existing questions, or add new questions. Note that the Answer type for global prompts are limited to Freeform text, Yes / No and Numeric scale.

To add new questions:

4. Click the Add another question button.

5. Optionally, type a Title for the question.
6. Type the Question.
7. Click the Answer type drop-down list and select the answer format for this question. As noted above, questions for global prompts are restricted to Freeform text, Yes / No and Numeric scale.
8. To add further questions, click the Add another question button.
9. When done adding questions, click the Save button.

Viewing Global insights

To view the insights generated by your global questions, in the Global Prompts page:

1. Click the Insights tab.

2. Click the Projects drop-down list and click to tick the projects you wish to review.
3. Click the time drop-down list and select the period of calls you wish to review.
4. Click the Run analysis button to refresh the results.

Numeric insights

The results for each type of question are summarised for the selected calls and projects, starting with the Numeric insights questions, which covers all questions of answer type Numeric Scale. This shows:

• A weighted average. The average is based on the sum of all answers, so the questions for which there are more answers are given more weight.
• Top 5 questions. Shows the questions with the highest ranking average answers.

If you have selected multiple projects, you can see the average per project for each question.

5. Click the question listed underneath the Numeric insights summary.

Yes / No insights

Next is the Yes / No insights summary. This shows:

• Combined yes rate. Gives a percentage of all Yes answers for all projects considered. As before, if a question receives more responses than others, its Yes rate is more impactful to the total.
• Top 5 questions by yes rate. Ranks the questions based on the best average Yes rate.

You can see the Yes rate per project for particular questions:

6. Click the question listed underneath the Yes / No Insights summary.

Free-form text insights

For the Free-form text insights, each call transcript is checked and the answers to your questions are generated. Each answer is then assigned up to three short tags as "themes" for that answer. The summary shows:

• Total responses. The total number of free-form answers across the considered projects and calls.
• Top themes. The most common themes covered across all considered answers. 

When considering the results in the Top themes, remember:

• A high percentage for a theme means it is a recurring customer problem, worth investigating further.
• A high Other percentage only means the topics of conversations were varied.
• If the call was too short, or contained nothing that AI Insights could extract as an answer to a question, the answer could alternatively be tagged as "No response". No response is excluded from the top theme list.
• AI Insights will merge themes if they have the same meaning, to avoid unnecessarily narrow results.
• The Other category covers all themes too rare to be included in the top ranks. As answers can be assigned multiple themes, an answer might contribute to one or more of the top themes, and be considered part of the Other group too. 
  For example if the answer to a question was assigned the theme "Orange Device Light" and "Purple Device Light", that answer would count towards the percentage for Orange Device Light in the above Top themes, and the percentage for Other ("Purple Device Light" was not a common enough theme to make the top rank).