Create a category with AutoLearn

Overview

Tethr uses machine learning to automatically recognize phrases and train categories.  AutoLearn makes it easy for anyone to create custom categories in Tethr; no advanced training needed.

Create a category with AutoLearn

1. Create a category 

From the categories page, add a new category and give the category a name and a description. The description will appear in the category guide and helps users understand what this category includes. 

2. Add phrases

Using search & browse, find examples of the language that you want the category to recognize. Then, add the examples to the category by highlighting phrases in the interaction transcript. When capturing phrases, only include the must-have words, or words that are most relevant to the meaning of the phrase. Do not include any additional context before or after the must-have words.Captured phrases will go into a pending list in the category for review.

3. Approve & learn phrases 

Open the category and expand the pending phrase list. Review phrases for accuracy and eliminate any unnecessary context by highlighting it and selecting exclude from phrase. This allows Tethr to train the category using only the must-have words, which improves accuracy.Approve the phrases you'd like to include in the category. As phrases are approved, Tethr automatically learns the phrases and tunes the category. 

4. Validate results

Test the category to see a preview of the types of phrases it will tag in the interaction transcript. The test results show examples of what the category will tag in an interaction transcript, or above threshold phrases, and examples of what the category will not tag, or below threshold phrases. If you'd like to make changes to the category based on the phrases in the test results, you can capture phrases from the test panel and Tethr will learn the phrases when they are approved. 

Use Validate to run an audit. This provides a more extensive list of phrases that the category will tag in the interaction transcript.Use the audit to capture any false positives and help improve the accuracy of the category. Tethr will learn the phrases when they are approved, and you can refresh your audit to view an updated list of phrases. 

5. Refine results 

• Expand the options panel to define speaker orientation, add filters to the category, and adjust the threshold.
• Use similar phrase groups to include similar words and phrases in the category without needing to capture additional examples.

6. Publish 

Publish the category to start tagging interaction transcripts. The category will tag relevant interactions from the date that it’s published going forward. Anytime you make changes to the approved phrases, remember to validate your results with an audit or a test before publishing.