Callback

The “Callback” tracker detects instances in a conversation where a participant requests a callback, follow-up call, or indicates a need to be contacted again at a later time. Understanding when and why callbacks are requested can help teams streamline scheduling, resource allocation, and customer satisfaction strategies.

Who Benefits:

• Project Managers & Team Leads: Recognize patterns in callback requests, guiding staffing and response protocols to meet demand.
• Sales & CX Teams: Identify when customers prefer follow-up calls, helping prioritize certain leads or tasks and improving relationship management.
• Business Managers & Strategists: Spot trends in callback requests related to specific products, services, or issues, informing process improvements.
• Compliance Officers: Ensure callback policies are followed, such as obtaining consent or verifying contact details, maintaining regulatory compliance.

Value Proposition:

• Timely Follow-ups: By detecting requests for callbacks, teams can promptly schedule and deliver on these commitments, increasing trust and efficiency.
• Resource Allocation: Knowing when and how often callbacks are requested aids in workload planning and better staff utilization.
• Continuous Improvement: Understanding callback triggers can inform training, script enhancements, or system improvements to preempt certain requests.

Data Dictionary

Objective:

Detect phrases in the conversation that indicate a participant is requesting a callback or to be contacted again. The tracker returns occurrences of matched phrases, along with timestamps and confidence.

Proposed JSON Schema:

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

Data Dictionary:

If No Matches Found:
If no callback requests are detected, return an empty matches array for the "Callback" tracker or omit the tracker. If no trackers match, return:

{
  "trackers": []
}

Determining Confidence & Thresholds

How the Callback Tracker Works:

• Define seed phrases that signify a callback request (e.g., “call me back,” “could you phone me later,” “I’d like a follow-up call”).
• The system interprets these phrases and identifies similar statements with the same intent.
• Confidence reflects how closely the detected phrase matches the callback request intent.

Confidence & Calibration:

• Initial Testing: Validate on known calls to ensure detected phrases accurately represent callback requests.
• Refine Phrases: Add or remove seed phrases to capture variations in how customers request callbacks.
• Thresholding: Downstream processes can ignore low-confidence matches if false positives occur.
• Stakeholder Feedback: Incorporate feedback from CX leads or compliance officers to refine what constitutes a callback request.

Prompt Construction & Instructions

Role Specification & Reiteration:

• Position the system as a “highly experienced assistant” identifying callback requests.
• Reiterate instructions: return only JSON, no extra commentary, follow schema.

No Hallucination:

• Only detect callback requests if supported by transcript evidence.
• If uncertain, assign lower confidence or no match.

Strict Formatting:

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

Example Prompt for Implementation

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

• A transcript
• A 'Callback' tracker defined by phrases indicating a request for follow-up calls.

Your task:

1. Detect phrases suggesting the participant wants a callback.
2. Return text, timestamp, and confidence for each match.
3. Produce only JSON following the defined schema. No extra commentary.

Instructions & Variables (example):

{
  "tracker": {
    "name": "Callback",
    "phrases": [
      "call me back",
      "phone me later",
      "follow-up call",
      "could you contact me again"
    ]
  }
}

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

[TRANSCRIPT_JSON][TRANSCRIPT_JSON]"

Expected Output Format:

{
  "trackers": [
    {
      "name": "Callback",
      "matches": [
        {
          "text": "Could you call me back tomorrow afternoon?",
          "timestamp": "2024-07-10T14:10:00Z",
          "confidence": 0.88
        }
      ]
    }
  ]
}