PREVIEW

Autopilot for Communications Mining - Conversational filters (Preview)

Note: This feature is in public preview and uses generative AI to interpret your queries and apply the correct set of filters.

Overview

Conversational filtering is an Autopilot for Communications Mining feature that helps you get to the answers you need more quickly.

It turns natural language queries into the set of filters required to answer them. If you are unsure which filters you need to answer a question, or how to apply them correctly, it does the hard work for you. This helps you get the best out of the analytics in Communications Mining, with minimal experience.

Enabling conversational filters

Conversational filters are available to all users who have the Use generative AI features toggle enabled in the dataset settings. The toggle is typically enabled at dataset creation.

How to use conversational filters

To use conversational filters, follow these steps:

1. Type in a query, such as show me transactional messages, and hit Enter.
2. Wait for Communications Mining to understand the query, map it to the correct set of filters, and apply them for you.
3. The filter outputs a response. The response confirms how many filters were identified in the message, and how many were successfully applied. This helps identify if a query was partially successful, and allow you to edit the query if needed, or manually apply any remaining filters.

If a request was partially successful, one of the values in the query was probably unidentifiable and may not be present in the dataset.

If you need to edit the query to refine it, adjust the wording, then hit Enter again. It automatically clears the currently applied filters, and then applies the set of filters identified in the query.

Note: This feature maps filters for any properties, for the messages in the dataset.

Conversational filters only switch from Message view to Threads view whilst in Reports. Threads view is not available in Explore, as messages are already shown in the context of their thread.

What queries to use

Note: This feature works with all of the available filter properties that you can manually apply filters with. The clearer you make the intent of the query, the easier it is to match it to the set of available filters.

Examples:

From a specific time period

• Show me messages from [insert time period]

From a specific sender or sender domain

• Show me messages from [insert email / email domain]

Messages versus threads

• Whilst in Reports, you can make it switch from Messages view to Threads view by adding show me threads or show me conversations to your query.
• Similarly, to return to the Messages view, add show me messages or show me emails.

Opportunity discovery

• Show me transactional messages - these have short thread lengths (2-4 messages), and can be prime candidates for automation.
• Show me requests containing documents accepted by Document Understanding - these can be candidates for processing with Document Understanding downstream.
• Show me messages showing very poor [or very bad] service levels – if you have Quality of Service enabled and configured, this helps identify problematic messages and labels.

Troubleshooting

If the filter fails to recognize the request, or the request times out, an error message is displayed.

If a request was unsuccessful, the values in the query were probably unidentifiable and may not be present in the dataset.

Edit the query, check for typos or errors, and try again.