Use Case Discussion

The “Use Case Discussion” tracker detects phrases that describe a particular use case, customer problem statement, or scenario where the product/service could be applied. By capturing these mentions, teams gain insights into the contexts in which customers want to use the solution, what problems they’re trying to solve, and how they envision integrating the product into their workflows or operations.

Who Benefits:

• Project Managers & Team Leads: Understand how customers plan to use the product, informing roadmap decisions and feature prioritization.
• Sales & CX Teams: Identify customer pain points and tailor demonstrations or support to address specific scenarios, improving conversion and satisfaction.
• Business Managers & Strategists: Spot patterns in usage contexts to refine go-to-market strategies, adapt messaging, and shape product positioning.
• Compliance Officers: Ensure representatives correctly represent use cases without making claims that surpass the product’s capabilities or compliance standards.

Value Proposition:

• Contextual Insight: Highlighting use case discussions helps teams align offerings with actual customer needs and environments.
• Scalable Analysis: Structured JSON output integrates with dashboards, facilitating data-driven decisions on product development and support.
• Continuous Improvement: Understanding recurring use cases guides feature enhancements, training materials, and customer education resources.

Data Dictionary

Objective:

Detect phrases in the conversation that mention use cases, problem statements, or solution applications. The tracker returns occurrences of matched phrases, along with timestamps and confidence. This data assists teams in mapping product capabilities to real-world scenarios.

Proposed JSON Schema:

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

Data Dictionary:

If No Matches Found:
If no use case discussions are detected, return an empty matches array for "Use_Case_Discussion" or omit the tracker. If no trackers match at all, return:

{
  "trackers": []
}

Determining Confidence & Thresholds

How the Use_Case_Discussion Tracker Works:

• Seed the tracker with phrases that hint at how the customer intends to use the product/service (e.g., "we want to apply this solution to," "our main problem is," "this tool will help us do X").
• The system interprets these phrases and identifies semantically similar statements in the transcript.
• Confidence indicates how closely the detected phrase represents a discussion of use cases or problem statements.

Confidence & Calibration:

• Initial Testing: Validate against known calls to ensure detected phrases accurately represent use case discussions.
• Refine Phrases: Add or remove seed phrases as customers mention new scenarios or as the product evolves.
• Thresholding: Downstream consumers can filter out low-confidence matches.
• Stakeholder Feedback: Incorporate insights from product managers, CX leads, or sales teams to refine which use cases matter most.

Prompt Construction & Instructions

Role Specification & Reiteration:

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

No Hallucination:

• Only detect use cases if the transcript supports it.
• 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 'Use_Case_Discussion' mentions in a conversation. You have:

• A transcript
• A 'Use_Case_Discussion' tracker defined by seed phrases indicating customer use cases or problem scenarios.

Your task:

1. Detect phrases where the customer or agent discusses how the product/service will be applied to a specific problem or scenario.
2. Return text, timestamp, and confidence.
3. Return only JSON as per the schema, no extra commentary.

Instructions & Variables (example):

{
  "tracker": {
    "name": "Use_Case_Discussion",
    "phrases": [
      "we want to apply this solution to",
      "our main problem is",
      "this tool will help us",
      "we plan to use it for"
    ]
  }
}

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

[TRANSCRIPT_JSON][TRANSCRIPT_JSON]"

Expected Output Format:

{
  "trackers": [
    {
      "name": "Use_Case_Discussion",
      "matches": [
        {
          "text": "Our main problem is coordinating multiple suppliers efficiently.",
          "timestamp": "2024-07-10T09:30:00Z",
          "confidence": 0.9
        }
      ]
    }
  ]
}