Pain_Points

The "Pain Points" tracker detects phrases indicating that a participant—often a customer—is experiencing difficulties, obstacles, or frustrations. Understanding pain points helps teams prioritize improvements, refine training materials, enhance product features, and ultimately deliver better experiences.

Who Benefits:

• Project Managers & Team Leads: Identify recurring issues mentioned by customers, guiding resource allocation and project priorities.
• Sales & CX Teams: Quickly find what customers struggle with, enabling empathetic responses, better solutions, and improved relationship building.
• Business Managers & Strategists: Spot patterns in pain points, informing product development, support strategies, and market positioning.
• Compliance Officers: Ensure that acknowledged pain points are addressed in line with policies, preventing unresolved issues that harm trust.

Value Proposition:

• Actionable Insights: Highlighting pain points reveals underlying problems that teams can solve to increase satisfaction and retention.
• Efficiency & Scalability: Structured JSON output integrates into dashboards, supporting data-driven product and service enhancements.
• Continuous Improvement: By regularly reviewing pain points, organizations can adapt quickly to evolving customer needs and preferences.

Data Dictionary

Objective:

Detect phrases in the conversation that indicate a customer’s pain points or difficulties. Rather than a numeric score, the tracker returns occurrences of matched phrases, along with timestamps and confidence. This data helps teams understand the frequency, nature, and context of customer challenges.

Proposed JSON Schema:

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

Data Dictionary:

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

{
  "trackers": []
}

Determining Confidence & Thresholds

How the Pain_Points Tracker Works:

• Seed the tracker with phrases representing customer difficulties or frustrations (e.g., "we struggle with," "it’s too complicated," "we find it difficult," "this is a problem for us").
• The system interprets these phrases to find semantically related statements in the transcript.
• Confidence indicates how closely the detected phrase aligns with a pain point.

Confidence & Calibration:

• Initial Testing: Validate on known calls to ensure detected phrases accurately represent pain points.
• Refine Phrases: Add or remove seed phrases to capture evolving customer issues or new product areas of difficulty.
• Thresholding: Downstream users can filter low-confidence matches if needed.
• Stakeholder Feedback: Involve product leads, CX managers, or compliance teams to refine what qualifies as a pain point.

Prompt Construction & Instructions

Role Specification & Reiteration:

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

No Hallucination:

• Only detect pain points if supported by transcript evidence.
• If uncertain, assign a 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 'Pain_Points' mentions in a conversation. You have:

• A transcript
• A 'Pain_Points' tracker defined by seed phrases indicating customer frustrations or difficulties.

Your task:

1. Detect phrases suggesting the customer is facing a problem or difficulty.
2. Return text, timestamp, and confidence.
3. Return only JSON as per the schema, no extra commentary.

Instructions & Variables (example):

{
  "tracker": {
    "name": "Pain_Points",
    "phrases": [
      "we struggle with",
      "it’s too complex",
      "difficult to use",
      "this is a big problem for us",
      "we find it hard"
    ]
  }
}

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

[TRANSCRIPT_JSON][TRANSCRIPT_JSON]"

Expected Output Format:

{
  "trackers": [
    {
      "name": "Pain_Points",
      "matches": [
        {
          "text": "We find it really hard to navigate your dashboard.",
          "timestamp": "2024-07-10T11:35:00Z",
          "confidence": 0.9
        }
      ]
    }
  ]
}