Wait Disclaimer

The “Wait Disclaimer” tracker detects instances where an automated system or IVR informs the caller about expected wait times, delays, or queue positions. Understanding these occurrences helps organizations gauge how frequently callers are placed on hold, measure the impact of wait announcements on customer experience, and refine staffing or queue management strategies.

Who Benefits:

• Project Managers & Team Leads: Identify patterns in wait disclaimers, guiding adjustments to staffing levels, queue management, or self-service options.
• Sales & CX Teams: Understand how waiting impacts customer perceptions and satisfaction, enabling timely interventions or callback offers.
• Business Managers & Strategists: Use data on wait disclaimers to optimize operational efficiencies, improve call distribution, and reduce customer frustration.
• Compliance Officers: Ensure that mandatory wait disclosures or compliance-related announcements are being delivered as required.

Value Proposition:

• Transparency & Trust: Highlighting disclaimers ensures customers receive honest expectations about wait times, improving trust and reducing frustration.
• Operational Efficiency: Data-driven insights into wait announcements help fine-tune scheduling, call routing, and resource allocation.
• Continuous Improvement: By understanding when and why customers hear wait disclaimers, teams can reduce unnecessary wait times and enhance service quality.

Data Dictionary

Objective:

Detect phrases related to wait disclaimers, such as messages that mention expected wait times, queue positions, or a request for patience. The tracker returns occurrences of matched phrases along with timestamps and confidence.

Proposed JSON Schema:

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

Data Dictionary:

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

{
  "trackers": []
}

Determining Confidence & Thresholds

How the Wait_Disclaimer Tracker Works:

• Seed the tracker with phrases representing wait disclaimers (e.g., "Your wait time is approximately," "Please remain on the line," "We are experiencing high call volumes," "You are currently in queue").
• The system interprets these seed phrases to identify semantically similar statements in the transcript.
• Confidence reflects how closely a detected phrase aligns with a wait disclaimer intent.

Confidence & Calibration:

• Initial Testing: Validate against known calls to ensure detected phrases accurately represent wait disclaimers.
• Refine Phrases: Add or remove seed phrases to capture evolving language in system messages.
• Thresholding: Downstream users can ignore low-confidence matches if necessary.
• Stakeholder Feedback: Involve contact center managers or compliance officers to refine definitions and ensure that mandatory disclaimers are recognized.

Prompt Construction & Instructions

Role Specification & Reiteration:

• Present the system as a “highly experienced assistant” identifying wait disclaimers from an automated system.
• Reiterate instructions: return only JSON, follow schema, no extra commentary.

No Hallucination:

• Only detect disclaimers 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 'Wait_Disclaimer' mentions in a conversation. You have:

• A transcript
• A 'Wait_Disclaimer' tracker defined by seed phrases indicating queue or wait time announcements.

Your task:

1. Detect phrases where the automated system mentions wait times or high call volumes.
2. Return text, timestamp, and confidence.
3. Return only JSON according to the defined schema, no extra commentary.

Instructions & Variables (example):

{
  "tracker": {
    "name": "Wait_Disclaimer",
    "phrases": [
      "Your approximate wait time is",
      "We are experiencing high call volumes",
      "You are currently in queue",
      "Please remain on the line"
    ]
  }
}

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

[TRANSCRIPT_JSON][TRANSCRIPT_JSON]"

Expected Output Format:

{
  "trackers": [
    {
      "name": "Wait_Disclaimer",
      "matches": [
        {
          "text": "Your approximate wait time is 10 minutes.",
          "timestamp": "2024-07-10T08:00:00Z",
          "confidence": 0.9
        }
      ]
    }
  ]
}