Conversation Analytics spits out data on nearly 50 individual metrics.
One of these metrics is Appointment Set. Conversation Analytics can literally tell if an appointment was set on a call.
And we often get the question: how does Conversation Analytics know an appointment was set on a call? What are the individual elements it analyzes to make that determination? And, most importantly, how accurate is it?
These are good questions. They are questions this blog post seeks to answer.
Conversation Analytics analyzes hundreds of individual phrases in a phone call to determine if an appointment was set.
Our speech team literally spent hundreds of hours trying to figure out every possible way a phone call could indicate that a future appointment was set. They listened to thousands of phone calls, looked at data from the millions of phone calls we’ve analyzed, and spent hours upon hours on the phone with clients, to figure out the exact phrases people use on the phone that would indicate an appointment has been set.
Phrases used on the call are just one component of the algorithms Conversation Analytics runs on call data. It also listens for acouistic cues, voice tremors, and firm scheduling data.
But, phrases are the most important factor.
We’ll list about 20 different phrase combinations here. Keep in mind that this actually represents fewer than about 5% of the phrases and cues Conversation Analtyics looks for to figure out if an appointment was set on the call.
In other words, if a few of these specific phrases appear in the appropriate context, Conversation Analytics feels confident that an appointment was made:
– Available o’clock|if you are available o’clock
– o’clock work for you
Followed by a Reply: ok|okay|yep|yeah|perfectly|yes|sure|alright
– Scheduled first thing
– Time set aside for you
– Same time
– Want same time
– Timeframe works|what timeframe works|timeframe best|better|good
– Squeeze you in|will squeeze you i
– Appointment afternoon|noon|morning|o’clock
You can see that these phrases can get very complex. There are many variations of the same phrase and many possible replies to each variation.
Again, keep in mind that the phrases listed above are only a few of those that Conversation Analtyics looks for when determining if an appointment was really set on the call.
How Accurate is this Data?
Conversation Analytics does not look at these phrases, any of them, in isolation. It looks at them in context of several hundred other pieces of information.