How to extract keywords from Talkdesk Sales Call Transcripts using generative AI
How to Extract Keywords from Talkdesk Sales Call Transcripts using Generative AI
As a data analyst, you know that the insights hidden in sales call transcripts can help your company understand customer needs and preferences. However, manually analyzing each call would be time-consuming and inefficient. Fortunately, there is an easy, cost-effective way to identify important insights from your Talkdesk sales call transcripts using AI. In this post, we’ll show you how to use generative AI to automatically extract keywords from Talkdesk sales call transcripts.
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. You can use it to extract key information and themes from text, which has many applications, such as search engine optimization (SEO), content analysis, and topic modeling.
Keyword extraction can be performed manually, but it can also be automated using machine learning algorithms. These algorithms learn to recognize patterns and features in the text that are associated with important words or phrases and can be trained on a labeled dataset of text.
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 Talkdesk sales call transcripts include:
- Identifying customer needs and pain points
- Monitoring customer sentiment and feedback
- Improving sales calls and customer interactions
- Identifying areas for training and improvement
Teams that might find these use cases helpful include: sales, customer support, customer success, product, and operations.
Finding Your Input Data and Identifying Preliminary Keywords
You need to identify the data that you want to work with. Here, we are looking at Talkdesk sales call transcripts. You can extract this data using the Talkdesk API, export it in CSV format, query a list of transcripts from your data warehouse or BI tool, or copy and paste with an example transcript.
For more information on the Talkdesk API see here: https://developers.talkdesk.com/docs/getting-started
Next, it can be helpful (but not necessary) to identify common keywords that you may want to extract from your sales 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 pricing 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 the most important keywords from your Talkdesk sales call transcripts. This will help you improve the quality and consistency of your customer support and sales efforts. This can help you both reduce churn and improve the efficiency of your sales team.