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Keyword Spotting
Find the Keyword to happiness.
What is Keyword Spotting?
Keyword Spotting is an add-on feature offered by FROGED that allows you to track specific keywords or phrases in conversations between your support agents and customers. By tracking these keywords, you can gain valuable insights into customer sentiment, detect potential fraud, and monitor your agents' performance.
How does it work?
Keyword Spotting is a Dynamic data analysis layer where you can input the keywords or phrases you want to track. Each row is a keyword or phrase that will be tracked. Words will be tracked exactly as they are written; the tool is not case-sensitive. It can be one word or an entire phrase that you want to track.
The keywords are tracked once you've added them to the spreadsheet. After the input of the keyword, any future mentions are tracked. If you change a keyword mentioned in this sheet, the previous word will no longer be tracked. Instead, the tool will keep tabs on the new keyword added. We recommend using an extra row for the new, updated keyword.
What are the benefits of Keyword Spotting?
By using Keyword Spotting, you can:
- Reduce and detect fraud.
- Mitigate compliance risks.
- Understand your customers better.
- Track your agent's performance.
- Detect potential churn or opportunities.
How can I use Keyword Spotting?
Here are some examples of how you can use Keyword Spotting:
- Fraud Prevention/Detection: Track suspicious words or phrases that can be used even when the conversation volume is high. Also, see if any of your teammates may be using suspicious phrases.
- Keep an eye on competitors: Track each time a competitor's name is mentioned. This way, you can have your customer's insights about your competitors in a single place.
- Most popular products/features/services: Track which are the ones that generate more conversations and support activity.
- Detect potential churn: Track when customers say things that may lead to churn.
How do I set up Keyword Spotting?
To set up Keyword Spotting, you'll need to follow these steps:
- Sign in to your FROGED account.
- Go to the Keyword Spotting add-on page.
- Click on the "Get Started" button.
- You'll be taken to a Google Sheet that you must share with FROGED.
- In the Google Sheet, you must input the keywords or phrases you want to track.
- Save the changes and start tracking.
Conclusion
Keyword Spotting is a powerful add-on feature that can help you gain valuable insights into your customer's sentiment, detect potential fraud, and monitor your agents' performance. By setting up Keyword Spotting, you can fully control your customer support quality and ensure your customers get the best possible experience.
Want to see it in action? Watch the following video:
Keyword Spotting has an additional cost. If you're already in one of our paid plans, please contact our team for more information: