Call Purpose

The “Call Purpose” tracker detects phrases or statements that reveal the core reason for the call. Understanding call purpose helps teams categorize conversations, improve routing, and tailor their responses or follow-ups accordingly.

Who Benefits:

• Project Managers & Team Leads: Gain clarity on why customers or prospects initiate calls, guiding resource allocation and training.
• Sales & CX Teams: Quickly identify if a call focuses on a demo, pricing discussion, or issue resolution, informing real-time or post-call coaching.
• Business Managers & Strategists: Spot trends in call reasons (e.g., common product queries), enabling targeted product improvements or marketing strategies.
• Compliance Officers: Ensure that calls align with intended purposes, checking if certain types of calls occur as expected or if unauthorized discussions arise.

Value Proposition:

• Contextual Insights: Highlighting call purpose aids in segmenting calls for better analytics, triaging, and strategic planning.
• Efficiency: With structured data on call purposes, organizations can streamline workflows, reducing time spent on manual review.
• Continuous Improvement: By identifying common call purposes, teams can refine scripts, self-service options, or training materials to address recurring needs.

Data Dictionary

Objective:

Detect phrases indicating the reason or goal of the call. Rather than a numeric score, trackers return occurrences of matched phrases along with timestamps and confidence. This data helps categorize and understand call motivations.

Proposed JSON Schema:

{
  "trackers": [
    {
      "name": "Call_Purpose",
      "matches": [
        {
          "text": "<string>",
          "timestamp": "<ISO 8601 or relative time>",
          "confidence": <number> // 0.0 to 1.0
        }
      ]
    }
  ]
}

Data Dictionary:

If No Matches Found:
If no purpose-related phrases are detected, return an empty matches array for the "Call_Purpose" tracker or omit the tracker. If no trackers match at all, return:

{
  "trackers": []
}

Determining Confidence & Thresholds

How the Call_Purpose Tracker Works:

• Define a set of seed phrases representing common call reasons (e.g., “I’m calling about pricing,” “I wanted to schedule a demo,” “We need to resolve an issue”).
• The system interprets the semantic intent of these phrases and matches similar phrases in the transcript.
• Confidence reflects how closely a detected phrase aligns with the idea of stating a call purpose.

Confidence & Calibration:

• Initial Testing: Validate on known calls to ensure detected phrases truly represent call purpose.
• Refine Phrases: Add or remove seed phrases as new reasons emerge or old ones fade in relevance.
• Thresholding: Downstream processes can filter out low-confidence matches.
• Stakeholder Feedback: Incorporate input from team leads or CX managers to refine which call purposes matter most.

Prompt Construction & Instructions

Role Specification & Reiteration:

• Present the system as a “highly experienced assistant” identifying call purpose mentions.
• Reiterate instructions: return only JSON, follow schema, no extra commentary.

No Hallucination:

• Only detect call purpose if evidenced by the transcript.
• If uncertain, provide lower confidence or no match.

Strict Formatting:

• Return only JSON with trackers.
• If none found, return empty trackers.

Example Prompt for Implementation

System Message (Role: System):
"You are a highly experienced assistant that identifies the 'Call_Purpose' in a conversation. You have:

• A transcript
• A tracker named 'Call_Purpose' defined by seed phrases indicating reasons for the call.

Your task:

1. Detect phrases suggesting the conversation’s main purpose.
2. For each detected instance, return text, timestamp, and confidence.
3. Return only JSON as defined. No extra commentary.

Instructions & Variables (example):

{
  "tracker": {
    "name": "Call_Purpose",
    "phrases": [
      "calling about pricing",
      "need to discuss contract",
      "schedule a demo",
      "resolve a technical issue"
    ]
  }
}

User Message (Role: User):
"Analyze the following transcript and detect 'Call_Purpose' mentions:

[TRANSCRIPT_JSON][TRANSCRIPT_JSON]"

Expected Output Format:

{
  "trackers": [
    {
      "name": "Call_Purpose",
      "matches": [
        {
          "text": "I’m calling to get clarity on your pricing model",
          "timestamp": "2024-07-10T11:05:00Z",
          "confidence": 0.9
        }
      ]
    }
  ]
}