Samples for Detecting Language, Sentiment, and Actionability

The installation of eServices Manager includes samples that detect

• Language
• Sentiment
• Actionability

Screening Rules

Genesys supplies sample screening rules that analyze interactions for sentiment and actionability

Models

Language Detection

Classification Server 8.5.3

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As part of the installation of eServices Manager 8.5.3, Genesys provides a model that classifies e-mails as one of the following languages:

• English
• Bulgarian
• Checz
• Danish
• Dutch (Netherlands)
• Finnish
• French
• German
• Greek
• Italian
• Korean
• Norwegian
• Polish
• Portuguese
• Romanian
• Russian
• Slovakian
• Spanish
• Swedish
• Turkish

To import this model and its training object,

1. Open eServices Manager and select unknown as the language. If there is no such language you must create one in Genesys Administrator or Configuration Manager (under Business Attributes > Languages).
2. Then import the file lang-plus.kme, located in the <eServicesManagerHome>\LanguageModel directory.

Important

• If you accept the default path offered by the GAX installation, <eServicesManagerHome> is normally
  • Windows: C:\genesys\GCTI\
  • Linux: /home/genesys/GCTI
• Alternatively, you can import the lang.kme file located in the <eServicesManagerHome>\LanguageModel directory if you want to use a model that only classifies emails in the following languages: English, French, German, Italian, Portuguese, Russian, and Spanish.

The training object consists of 20 categories, one for each language. Each category contains a number of text objects in its language. You can add more text objects to these categories as well. This could be especially valuable if you have a collection of text objects (such as e-mails) whose subject matter relates to your business. After you add text objects, you must train a new model to take advantage of the added data.

You can also add other languages to the model, as follows:

1. eServices Manager: On the Standard Responses tab (still with unknown selected as the language), add a category for the new language to the LanguageDetection category tree.
2. Content Analyzer:
   1. On the Training tab, select the LanguageDetection training object, select the new language category in the training object, then add text objects in the language.
   2. Train a new model that includes the new language.

You can do this for any language supported by E-mail Server (E-mail Server supports all languages that are supported by the version of JRE that is supplied with Genesys eServices). However, Genesys has not tested any language other than those listed above.

Classification Server 8.5.2 and earlier

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As part of the installation of eServices Manager 8.5.2 and earlier, Genesys provides a model that classifies emails as English, French, German, Italian, Portuguese, Russian, or Spanish.

To import this model and its training object,

1. Open eServices Manager and select unknown as the language. If there is no such language you must create one in Genesys Administrator or Configuration Manager (under Business Attributes > Languages).
2. Then import the file lang.kme, located in the <eServicesManagerHome>\LanguageModel directory.

Tip

If you accept the default path offered by the GAX installation, <eServicesManagerHome> is normally

• Windows: C:\genesys\GCTI\
• Linux: /home/genesys/GCTI

The training object consists of seven categories, one for each language. Each category contains a number of text objects in its language. You can add more text objects to these categories as well. This could be especially valuable if you have a collection of text objects (such as e-mails) whose subject matter relates to your business. After you add text objects, you must train a new model to take advantage of the added data.

You can also add other languages to the model, as follows:

1. eServices Manager: On the Standard Responses tab (still with unknown selected as the language), add a category for the new language to the LanguageDetection category tree.
2. Content Analyzer:
   1. On the Training tab, select the LanguageDetection training object, select the new language category in the training object, then add text objects in the language.
   2. Train a new model that includes the new language.

You can do this for any language supported by E-mail Server (E-mail Server supports all languages that are supported by the version of JRE that is supplied with Genesys eServices). However, Genesys has not tested any language other than those listed above.

Actionability

To use the actionability sample, import the file Actionability.kme, which is located in the <eServicesManagerHome>\ActionabilityModel directory.

This provides:

• A model Actionability for analyzing actionability.
• The training object Actionability that created that model.
• A category tree Actionability that contains the categories to assign to interactions as a result of the analysis.

Sentiment

To deploy the sentiment sample, use the following procedure.

1. In Configuration Manager or Genesys Administrator, create a language called English_Sentiment.
2. With eServices Manager set to that language, import the file EnglishSentiment.kme, which is located in the <eServicesManagerHome>\SentimentModel directory.

This provides:

• A model SentimentSampleModel for analyzing sentiment.
  
• The training object Sentiment that created that model.
  
• A category tree SentimentDetection that contains the categories to assign to interactions as a result of the analysis.