Technical_Difficulties

The “Technical Difficulties” tracker detects when participants express problems with communication channels, devices, or network access. Understanding these mentions helps teams diagnose service issues, improve support tools, and refine infrastructure to ensure seamless, frustration-free interactions.

Who Benefits:

• Project Managers & Team Leads: Identify recurring technical complaints, guiding improvements in communication tools or platforms.
• Sales & CX Teams: Understand if call quality or access problems affect customer experiences, prompting mitigation strategies.
• Business Managers & Strategists: Spot trends in technical difficulties that hinder effective conversations, informing product or service adjustments.
• Compliance Officers: Ensure that identified technical issues are addressed promptly, maintaining quality standards and regulatory compliance if applicable.

Value Proposition:

• Quality Assurance: Highlighting technical difficulties aids in rapidly pinpointing and addressing service flaws.
• Efficiency & Satisfaction: Reducing call disruptions enhances customer trust, satisfaction, and overall productivity.
• Continuous Improvement: Insights gleaned from these events guide continuous refinements to communication channels and technical setups.

Data Dictionary

Objective:

Detect phrases indicating technical difficulties—such as poor audio, dropped calls, frozen screens, or connection issues. The tracker returns occurrences of matched phrases, timestamps, and confidence, helping teams understand how often and in what context technical issues occur.

Proposed JSON Schema:

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

Data Dictionary:

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

{
  "trackers": []
}

Determining Confidence & Thresholds

How the Technical_Difficulties Tracker Works:

• Seed the tracker with phrases representing technical problems (e.g., "I can’t hear you," "The line is cutting out," "Connection issue," "Screen froze").
• The system generalizes these phrases to identify semantically similar statements.
• Confidence indicates how strongly the detected phrase suggests a technical problem.

Confidence & Calibration:

• Initial Testing: Validate against known calls to ensure detected phrases accurately represent technical issues.
• Refine Phrases: Add or remove seed phrases to accommodate various technical complaint patterns.
• Thresholding: Downstream consumers can filter low-confidence matches if desired.
• Stakeholder Feedback: Involve IT support or compliance teams to refine definitions and ensure relevant issues are captured.

Prompt Construction & Instructions

Role Specification & Reiteration:

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

No Hallucination:

• Only detect technical difficulties if the transcript supports it.
• 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 'Technical_Difficulties' mentions in a conversation. You have:

• A transcript
• A 'Technical_Difficulties' tracker defined by seed phrases indicating technical problems.

Your task:

1. Detect phrases suggesting technical issues (audio problems, connectivity issues, login/access failures).
2. Return text, timestamp, and confidence.
3. Return only JSON per the schema, no extra commentary.

Instructions & Variables (example):

{
  "tracker": {
    "name": "Technical_Difficulties",
    "phrases": [
      "I can’t hear you",
      "connection issue",
      "audio breaking up",
      "cannot access my account",
      "line is cutting out"
    ]
  }
}

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

[TRANSCRIPT_JSON][TRANSCRIPT_JSON]"

Expected Output Format:

{
  "trackers": [
    {
      "name": "Technical_Difficulties",
      "matches": [
        {
          "text": "The line keeps breaking up on my end.",
          "timestamp": "2024-07-10T14:05:00Z",
          "confidence": 0.88
        }
      ]
    }
  ]
}