How to extract keywords from Salesforce Service Cloud Support Call Transcripts using generative AI
How to Extract Keywords from Salesforce Service Cloud Support Call Transcripts Using Generative AI
Do you want to quickly identify the most important insights and themes from your Salesforce Service Cloud support call transcripts? Keyword extraction using generative AI can help you achieve this goal. In this post, we'll explore how keyword extraction works and provide examples of use cases for teams that might find this helpful.
What is Keyword Extraction?
Keyword extraction is a natural language processing (NLP) technique that involves identifying the most important or relevant words or phrases in a piece of text. It can be performed manually or automated using machine learning algorithms that learn to recognize patterns and features in the text associated with important words or phrases.
You can use keyword extraction to analyze and summarize large amounts of text data to quickly identify the most important information and themes.
Example Use Cases
Use cases for extracting keywords from Salesforce Service Cloud support call transcripts include:
- Identifying common issues and trends in support calls
- Categorizing and prioritizing support tickets based on keywords
- Improving response times by identifying urgent issues
- Personalizing customer interactions based on customer sentiment
- Identifying areas for training and improvement for support agents
Teams that might find these use cases helpful include: customer support, customer success, product, marketing, and operations.
Accessing the Data and Identifying Preliminary Keywords
To extract keywords from Salesforce Service Cloud support call transcripts, you need to identify the data that you want to work with. You can export this data in CSV format or use the Salesforce API to access it directly.
You can also identify preliminary keywords that you may want to extract from your support call transcripts. Generative AI tools can be used to both identify and measure frequency of keywords but also to suggest additional keywords you may not have been aware to look for. For example, you might find that recurring customer inquiries around billing may provide insights into product improvement opportunities non-obvious to the initial support inquiry.
Once you have your data and preliminary keywords identified, you can use generative AI to automatically extract keywords from your Salesforce Service Cloud support call transcripts. This will help you quickly identify important insights and themes, improve the quality and consistency of your customer support, and reduce churn.
For more information on how to extract keywords from Salesforce Service Cloud support call transcripts using generative AI, contact our team today.