Review your Conversation Mining report results and act on the top contact reasons by adding them to a bot.
Required Editions
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View Your Einstein Conversation Mining Reports
Topics are groups of contact reasons that live in the same category. View details about the topics and then view the contact reasons inside each topic. Download the data on topics to see all the contact reasons associated with the topic, or download the excerpts related to each contact reason.
When you click a report name, the main page shows contact reasons. To modify the results, filter contact reasons by conversations with service reps or bots. Contact reasons filtered by service reps can identify reasons that are ideal for automation, helping to reduce the load on your service reps.
You can also view your report insights in a Service Intelligence dashboard. See Service Intelligence Einstein Conversation Mining Dashboard.
Act on Your Einstein Conversation Mining Reports
Send contact reasons to a bot or intent from the Einstein Conversation Mining page. Alternatively, access Einstein Conversation Mining reports while building a bot in Einstein Bot Builder.
- Create a Dialog from an Einstein Conversation Mining Report
Create a bot dialog based on a contact reason directly from Einstein Conversation Mining. - Add to a Dialog from an Einstein Conversation Mining Report
Send excerpts from a specific contact reason to an Einstein Bot dialog. - Create an Intent from an Einstein Conversation Mining Report
You can add excerpts to an intent that’s part of an intent set directly from Einstein Conversation Mining. Then, share the intents across many bots. - Add Excerpts to an Intent from an Einstein Conversation Mining Report
If you have an intent set and want to add excerpts to an intent, you can move them directly from Einstein Conversation Mining. - Move Excerpts Within an Einstein Conversation Mining Report
You can move excerpts into a contact reason to create your dataset.