02-24-2020 02:22 PM - edited 08-03-2022 10:48 AM
Signal Discovery is a first-of-its-kind conversational analytics tool that analyzes your phone calls for you. This feature of Signal AI uses machine learning to identify common themes and topics in your conversations, then makes it easy to create new Signal AI signals.
Signal Discovery is perfect for marketers who want the customized insights of Signal AI, but don’t necessarily know where to start or what to look for. With this feature, you can learn exactly what your customers are talking about without the expensive and time-consuming step of listening to hundreds of customer phone calls. Armed with these insights, you gain a valuable tool to improve your media optimization efforts, better understand your customers, and classify your calls with lightning efficiency.
If your Invoca account doesn’t have Signal Discovery enabled, the first step is to contact your Invoca Account Manager, who can help you determine whether your Invoca account is a good candidate for this feature, along with which package is right for your organization’s needs.
To ensure Signal Discovery has a representative sample of conversations to analyze, you’ll need at least 5,000 qualified call recordings in your Invoca Account (those that include transcripts). However, for more accurate results we recommend a sample of at least 20,000 call recordings.
Once you sign up for Signal Discovery, our algorithm will start analyzing all the call recordings in your account, understanding them, and splitting them into topics. Once it’s done, we’ll let you know, and you’ll be ready to move on to the next step.
To access Signal Discovery, log in to your Invoca account. In the sidebar menu, click Signal, then select Signal Discovery.
Here you’ll see an assortment of bubbles of different colors and sizes. Each bubble represents a different conversation topic, and its size indicates how many of your calls this topic includes.
Once you create a new Signal from any topic, you’ll see a check-mark inside that bubble. After some configuration, you might also see some diagonal-shaded bubbles. These bubbles indicate topics that conform to a script used by your call center agents, if applicable.
Hover your mouse over any bubble group in your Signal Discovery topic view to see more details about that group, including the keywords that Invoca used to differentiate that group from your other calls. Click any bubble to zoom in on that particular topic.
The word cloud inside each zoomed-in bubble shows words spoken by each party from your Invoca conversations. In this example, you can see that the keywords refer to calls in which this business’s customers left a voicemail.
In the Insights tab, you can see how frequently this topic occurs, as well as the average length of these calls and "category" type Marketing Data fields commonly captured in these calls. You can also click the Call Samples tab to listen to a recording of any phone call that Signal Discovery determined to be a part of this topic, or click the Notes tab to write down any thoughts you want to append to this topic.
The best way to use this discovery view, in our professional opinion, is to totally nerd out. Spend some time poking around here. Click on the bubbles, check out the unique keywords that Signal Discovery has identified as distinct topics, listen to some call recordings if you don’t quite understand a topic, and soak in the insights about your conversations and your business.
Then, if you find a topic you think is particularly valuable to track (or suppress!) from your marketing efforts, follow the next section to create a new Signal from that topic.
As fun as it is to geek out on all your data, we’re here to put those insights to work! With just a few clicks, you can turn any of your discovered topics into a new Signal, allowing you classify and segment your calls based on their content.
When you create a Signal from one of these topics, Invoca’s machine learning algorithm will look for the patterns that made that topic unique and mark every new phone call you receive that has the same traits. Here’s how to do it:
That’s it! You can now view and edit your new Signal by clicking on Signals in the gray menu ribbon. Just like other Signals in your Invoca account, you can apply it to your Invoca campaigns, append a revenue amount to your Signal, and — if you use Invoca for performance marketing — syndicate that Signal with advertiser and publisher accounts on your Invoca network.
Do I still need to version and train an AI Signal made through Signal Discovery?
Unlike other AI signals, you don’t need to add new training data to refine Signals created through Signal Discovery. Because your Invoca account identified this topic on its own, it doesn’t need the extra help to figure out what you’re looking for!
• Basic Knowledge: Signals
• How to capture real-time Signal AI insights based on your industry
• How to capture advanced insights from your phone calls using Signal AI