Pricing

The “Pricing” tracker detects phrases in a conversation referencing product or service prices, costs, fees, or quotes. By capturing these price-related mentions, teams gain insights into what aspects of cost customers focus on, inform pricing strategies, and refine communication around value and affordability.

Who Benefits:

• Project Managers & Team Leads: Understand common pricing queries or concerns, aiding in coaching and refining agent scripts.
• Sales & CX Teams: Quickly identify when customers ask about prices, enabling timely, transparent responses and better negotiation stances.
• Business Managers & Strategists: Spot trends in pricing discussions, guiding product pricing models, discounts, or promotional strategies.
• Compliance Officers: Ensure that representatives adhere to pricing disclosure policies and accurately represent costs.

Value Proposition:

• Market & Customer Insight: Highlighting pricing mentions helps teams align strategies with customer price sensitivities.
• Efficiency: Structured, machine-readable output integrates into dashboards, aiding in data-driven pricing decisions.
• Continuous Improvement: Understanding how pricing is discussed informs updates to pricing tiers, bundles, and promotional offers.

Data Dictionary

Objective:

Detect phrases in the conversation that refer to pricing, costs, or fees. The tracker returns occurrences of matched phrases, along with timestamps and confidence. This data helps teams understand when, how often, and in what context pricing is brought up.

Proposed JSON Schema:

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

Data Dictionary:

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

{
  "trackers": []
}

Determining Confidence & Thresholds

How the Pricing Tracker Works:

• Seed the tracker with phrases related to price (e.g., "How much does it cost?", "What's the price?", "Can you give me a quote?", "Is there a fee?").
• The system interprets these phrases and identifies semantically similar statements.
• Confidence indicates how closely the detected phrase aligns with pricing inquiries.

Confidence & Calibration:

• Initial Testing: Validate on known calls to ensure that detected phrases genuinely represent pricing questions or references.
• Refine Phrases: Add or remove seed phrases to align with evolving product lines or pricing structures.
• Thresholding: Downstream consumers can filter low-confidence matches if needed.
• Stakeholder Feedback: Incorporate insights from sales leads, compliance officers, or marketing teams to refine what constitutes a pricing mention.

Prompt Construction & Instructions

Role Specification & Reiteration:

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

No Hallucination:

• Only detect pricing references 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 'Pricing' mentions in a conversation. You have:

• A transcript
• A 'Pricing' tracker defined by seed phrases indicating cost, fees, or quotes.

Your task:

1. Detect phrases where the customer or representative discusses product/service cost.
2. Return text, timestamp, and confidence.
3. Return only JSON as per the schema, no extra commentary.

Instructions & Variables (example):

{
  "tracker": {
    "name": "Pricing",
    "phrases": [
      "How much does it cost",
      "What’s the price",
      "Any fees involved",
      "Can I get a quote"
    ]
  }
}

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

[TRANSCRIPT_JSON][TRANSCRIPT_JSON]"

Expected Output Format:

{
  "trackers": [
    {
      "name": "Pricing",
      "matches": [
        {
          "text": "Can I get a quote for the premium plan?",
          "timestamp": "2024-07-10T13:15:00Z",
          "confidence": 0.9
        }
      ]
    }
  ]
}