Keyword Spotting

As part of CallRail's suite of Conversation Intelligence features, Keyword Spotting allows you to tag and score calls based on specific words said by the caller or agent on any given call or voicemail transcription. With Keyword Spotting, you can target specific keywords to measure customer satisfaction, understand the context of a call without listening to a recording, and further streamline your process of categorizing and scoring calls. 

Use this article to learn how to:

  • Activate Keyword Spotting for your company
  • Find your spotted keywords in CallRail
  • Disable Keyword Spotting for your company

Getting Started

CallScribe and call recording must be activated in your account before you can use Keyword Spotting. CallScribe is an optional add-on available for $0.025/minute on the Starter plan, and for $0.02/minute on the Pro plan and higher. 

Keyword Spotting only understands standard English words that can be found in a dictionary. For example, a proper noun like "CallRail" or your business's name may not be recognized by the system.

Learn more about CallScribe in this help article.

Keyword Spotting is only available to U.S. and Canadian tracking numbers for calls made in English (US). 

Set Up Keyword Spotting

Keyword Spotting is company-dependent in your account. Use these instructions for each company where you'd like to activate Keyword Spotting.

  1. Choose the company where you'd like to use Keyword Spotting.

    company_drop.png

  2. Click Settings at the top of the page.

    settings.png

  3. Select CallScribe & Keyword Spotting within the Intelligence list.

    Screen_Shot_2018-04-02_at_9.49.34_AM.png

  4. Once you've configured CallScribe, Use the Speaker drop-down in the Keyword Spotting section to choose which speaker you'd like to track keywords for.

    Screen_Shot_2017-08-24_at_10.30.06_AM.png

  5. Use the Any/All drop-down to determine whether any or all of your listed keywords must be spotted for further action to be taken after the keywords are recorded.

    Screen_Shot_2017-08-24_at_10.54.26_AM.png

  6. Enter the keywords you'd like to see appear in the caller timeline. Keyword Spotting can also detect "close matches" to any of these words. For example, if you use "schedule" as a keyword, the system will also detect "scheduled, scheduling, and schedules."

    Screen_Shot_2017-05-15_at_3.16.21_PM.png

  7. Select any + Add Call Criteria to choose and additional call criteria that must be met for further action to be taken after your keywords are spotted and recorded.

    Screen_Shot_2017-08-24_at_11.56.10_AM.png

    Call Criteria options include:

    • Active Page
    • Campaign
    • Duration
    • Landing Page
    • Referrer
    • Keyword
    • Source

  8. Choose to add a specific Tag, Score, or Value to the call based on the keywords and criteria you've selected.

    Screen_Shot_2017-08-24_at_12.20.42_PM.png

  9. Select + Add Keyword Set if you'd like to create any additional keyword spotting sets.

    Screen_Shot_2018-03-29_at_11.12.47_AM.png

  10. Click Activate.

    Screen_Shot_2018-03-29_at_1.10.43_PM.png

Finding Your Keywords

Your spotted keywords will appear on the call details page inside of Lead Center, in the Keywords Spotted report, and in the call recording player. Your keywords will have a timestamp that takes you to the moment they were spotted inside of the call recording.

recording_keywords.png


Spotted keywords also appear in exported CSV call logs.

More information about exporting call logs in CallRail.

Disabling Keyword Spotting

Disabling Keyword Spotting will turn the feature off in your account, but your settings will be saved for future use. 

  1. Choose the company where you'd like to use Keyword Spotting.

    company_drop.png

  2. Click Settings at the top of the page.

    settings.png

  3. Select CallScribe & Keyword Spotting within the Intelligence list.

    Screen_Shot_2018-04-02_at_9.49.34_AM.png

  4. Turn the toggle at the top of the screen to OFF.

    Screen_Shot_2018-04-02_at_9.58.44_AM.png

  5. Click Save at the bottom of the screen to turn off Keyword Spotting

    Screen_Shot_2018-04-02_at_10.07.32_AM.png

FAQs

Can you spot my keywords in past calls after I've set up Keyword Spotting?

Keyword Spotting will begin working for all calls received from the time this feature is activated and going forward. It won't spot keywords for calls that occurred prior to turning on this feature.

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