Voices and the Dashboard: Capturing and analyzing user intent

What are Voices?

Voices are the visual representation of what customers are looking for through your Bold360 ai touchpoints. Voices are designed to give insight into user intent by tracking what customers are asking, as well as Bold360 ai 's ability to provide valuable answers. Knowledge Base managers can use voices to monitor and improve the quality of information they provide.

How are Voices collected?

Each time a user asks a question on a Bold360 ai touchpoint, a customer interaction or query is collected (also sometimes referred to as an engagement).

Since different users often ask the same question in multiple ways, the algorithm of Bold360 ai arranges similar questions into clusters of similar voices. Voices and clusters are both displayed as tiles on the Dashboard.

Dashboard: How to view voices and clusters

Voices and clusters are displayed as tiles on the Dashboard. To access the Dashboard, choose a knowledge base and click Dashboard on the left menu in the Bold360 ai Console.

Using Dashboard Tabs

  • Top Trending : The most popular voices and clusters during the defined period.
  • Unresolved : Voices and clusters for which no answer was presented or selected, or for which negative feedback was received.
  • Channeled : Voices and clusters that ended with the user choosing an escalation channel.
  • Completed : Voices and clusters for which the user was offered an answer and they did not give negative feedback, or the user was offered multiple answers of which they chose one and did not give negative feedback.
  • Muted : Voices that have been muted by an admin or Knowledge Base manager to reduce noise on the Dashboard.
  • Feedback : Any voice with feedback, whether verbatim/text or from icon clicks (thumbs up/down, for example). Tip: To control users' ability to enter feedback as text, use the Feedback input field during touchpoint/widget setup).

Colors and Tile Size

Size represents a tile's popularity: The bigger the tile, the more popular the voice or cluster.

Color represents user sentiment for a cluster or voice during the selected time.

  • Red
    • Indicates negative sentiment per Account Health Threshold settings
      • No answer was presented for a single voice or one or more voices in a cluster
      • Multiple answers were presented, but none selected
      • An answer was selected but the user responded with negative feedback
    • For clusters, there is one or more red voice in the cluster
    • There are multiple negative signals inside the cluster that exceed the threshold (all voices in the cluster can be blue while the cluster is marked as red)
  • Blue
    • Indicates positive sentiment per Account Health Threshold settings
    • An answer was presented to the user
  • Green indicates that the amount of positive feedback is above the Account Health Threshold
  • Grey voices have been muted by an administrator or KB manager

How Account Health settings affect Dashboard results

Change your Account Health settings to control Dashboard sensitivity. If you want to see more cases where your customers may not be getting the answers they need, set your threshold lower.

Account Health settings are located on the Admin Center > KB Setup > Account health tab.

  • Health Threshold (%) allows you to set the barrier between "red" and "blue" on your Dashboard. For example, when you use the default value of 0.5, then 50% negative responses results in a red voice or cluster, while 50% positive feedback results in a blue voice or cluster.
  • Minimum interactions with feedback means that at least this many interactions are required before a red or blue classification is made.

Working with cluster tiles

The cluster icon on a tile indicates that the Bold360 ai algorithm has grouped several distinct queries into a cluster. That is, customers have asked the same question in different ways, and Bold360 ai has grouped them together to facilitate analysis.

Click the cluster icon for details about the voices in the cluster.
To explore the cluster, click the Inner Voice icon or the tile itself.

Available data for clusters:

  • Phrase [intent] Interactions: The number of times the same question was asked using the same words.
  • Channeling: The number of times users chose a channel option (email or chat, for example).
  • Negative Signals: The number of times no answer was presented, no answer was selected, or negative feedback was received.
  • Negative Feedback: Number of negative user responses for this phrase per the selected date range. Click the "thumbs down" icon to read verbatim comments.
  • Positive Feedback: Number of positive user responses for this phrase per the selected date range.

Inner Voice Options

  • Mute: Ignore the open query for this voice. This changes the voice to resolved (blue).
  • Fix: Create or edit an article that answers the voice.
  • Edit: Edit the article currently attached to the voice.

What are the common messages indicating an issue with the voice?

"This voice has no answer."
When an article is deleted after having been shown to a user, you may see "This voice has no answer" when exploring its Inner Voice. For example, suppose a user sees the article called "How can I contact you?" but then this article is removed from the knowledge base. When a KB manager clicks the Inner Voice icon/tile for the user's voice related to this intent, they see "This voice has no answer" since the answer was deleted after the voice was registered.
"There was no answer during chosen timeframe."
If you see this message even though an answer is shown, it may be that no answer was available when the question was originally asked, but later a knowledge base manager added one.