Excitement

The “Excitement” tracker detects phrases that convey enthusiasm, happiness, or keen interest—such as when a customer sounds thrilled about a product feature, an upcoming event, or a successful outcome. By capturing these instances, teams gain insights into what resonates strongly with participants, reinforcing effective strategies and improving the overall emotional tone of conversations.

Who Benefits:

• Project Managers & Team Leads: Understand what excites customers or representatives, guiding training to foster more engaging interactions.
• Sales & CX Teams: Identify how enthusiasm correlates with conversions or satisfaction, refining pitches, demos, or support approaches.
• Business Managers & Strategists: Spot patterns in excitement triggers, informing product enhancements, promotional campaigns, or market positioning.
• Compliance Officers: Ensure that enthusiastic language is authentic, not misleading, and remains aligned with policies or regulatory standards.

Value Proposition:

• Positive Reinforcement: Highlighting excitement helps teams capitalize on favorable reactions—enhancing rapport and converting interest into action.
• Actionable Data: Structured JSON output integrates with dashboards, supporting analysis on what drives positive emotional responses.
• Continuous Improvement: Understanding common excitement points guides iterative refinements to offerings, messaging, and representative training.

Data Dictionary

Objective:

Detect phrases in the conversation that indicate excitement, enthusiasm, or keen interest. Rather than a numeric score, this tracker returns occurrences of matched phrases, along with timestamps and confidence. This data helps teams identify successful engagement moments and replicate them more consistently.

Proposed JSON Schema:

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

Data Dictionary:

If No Matches Found:
If no excitement references are detected, return an empty matches array for "Excitement" or omit the tracker. If no trackers match at all, return:

{
  "trackers": []
}

Determining Confidence & Thresholds

How the Excitement Tracker Works:

• Seed the tracker with phrases reflecting enthusiasm (e.g., "That’s amazing!", "I’m thrilled about this", "This is so exciting!", "Can’t wait to get started").
• The system generalizes these phrases to identify semantically similar expressions of joy or anticipation.
• Confidence indicates how strongly the detected phrase conveys excitement.

Confidence & Calibration:

• Initial Testing: Validate on known calls to ensure detected phrases truly represent excitement rather than mere positivity.
• Refine Phrases: Add or remove seed phrases to capture evolving language patterns or subtle expressions of excitement.
• Thresholding: Downstream processes can ignore low-confidence matches if necessary.
• Stakeholder Feedback: Involve CX leads or product managers to refine definitions and ensure relevant excitement cues are captured.

Prompt Construction & Instructions

Role Specification & Reiteration:

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

No Hallucination:

• Only detect excitement if the transcript supports it clearly.
• If uncertain, assign lower confidence or omit matches.

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 'Excitement' mentions in a conversation. You have:

• A transcript
• An 'Excitement' tracker defined by seed phrases indicating enthusiasm or eager anticipation.

Your task:

1. Detect phrases showing genuine excitement or enthusiasm.
2. Return text, timestamp, and confidence.
3. Return only JSON as per the schema, no extra commentary.

Instructions & Variables (example):

{
  "tracker": {
    "name": "Excitement",
    "phrases": [
      "That’s amazing",
      "I’m so excited",
      "This is fantastic",
      "Can’t wait"
    ]
  }
}

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

[TRANSCRIPT_JSON][TRANSCRIPT_JSON]"

Expected Output Format:

{
  "trackers": [
    {
      "name": "Excitement",
      "matches": [
        {
          "text": "I’m really looking forward to using this new feature!",
          "timestamp": "2024-07-10T10:20:00Z",
          "confidence": 0.9
        }
      ]
    }
  ]
}