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Pre-built Language Operators

Public Beta

Voice Intelligence is currently available as a public beta release. Some features are not yet implemented and others may be changed before the product is declared as Generally Available. Beta products are not covered by a Twilio SLA.

Learn more about beta product support.

Language Operators turn transcripts into structured information using a variety of techniques, including machine learning. Pre-built Language Operators (PBLOs) have been created by Twilio. They are trained across a wide swath of customer data and typically map to data types that are agnostic to use-case or industry. PBLOs can’t be modified or made more specific.

The following PBLOs are currently available for use.

Operator Name Operator Action Description
Agent Introduction Phrase matching Checks if a participant introduced themselves during the conversation
Escalation Request Phrase matching Checks if a participant requested an escalation during a conversation
Outbound Call Disposition Classify Classifies the outcome of an outbound call into a general category
Recording Disclosure Phrase matching Checks if a participant disclosed that the call was being made on a recorded line
Voicemail Detection Classify Classifies whether a call went to voicemail or was picked up by a human
Unavailable Party Detector Classify Classifies if the party being called is unavailable
Do Not Contact Me Phrase matching Checks if a participant requested to avoid being contacted
Non English Call Classify Classifies whether or not the conversation is in English
Password Reset Phrase matching Checks if a participant requested a password reset
Call Transfer Classify Classifies if the call was transferred to another agent

To find out more about Language Operators and the actions they can perform, check out the key concepts page.

Agent Introduction

Action: Phrase matching

The Agent Introduction operator determines if an agent introduced themselves on a call.

The Agent Introduction operator doesn’t detect a specific type of introduction. If you want to determine whether or not an agent introduced themselves in a specific way, we recommend that you create a Literal Spot operator that looks for the introductions that you are attempting to find.

Class Description
true The operator spotted an introduction
false The operator did not spot an introduction

Escalation Request

Action: Phrase matching

The Escalation Request operator determines whether or not a customer requested an escalation during a call. It captures events like a customer asking to speak to a manager or a supervisor.

Class Description
true The operator spotted an escalation request
false The operator did not spot an escalation request

Outbound Call Disposition

Action: Classify

The Outbound Call Disposition operator determines the outcome of an outbound call. It is is geared toward customers who are running outbound dialing campaigns and have a set of outcomes that are focused on campaign list management.

Class Description
GhostCall The call was picked up and one participant does not provide any audio
IVR The call was picked up by an automated Interactive Voice Response (IVR) system
NoContent There was no audio during the call
Ordinary The call was picked up by a human and proceeded normally
StopContactingMe The call was picked up by a human who requested to be removed from a campaign list or requested to be placed on a do-not-call list
Voicemail The call was picked up by a voicemail system
WrongNumber The call was picked up by a human who indicated that it was a wrong number

Recording Disclosure

Action: Phrase matching

The Recording Disclosure operator determines whether or not an agent notified the customer that the call was being recorded. Typically, this operator is used on outbound calls where it doesn’t make for a good customer experience if you use a recording to announce that the call is being recorded before a human agent greets the customer.

The Recording Disclosure operator doesn’t match a specific type of recording disclosure. If you have a specific disclosure that you want to ensure that agents use, we recommend creating a Literal Spot operator to match the required phrasing.

Class Description
true The operator spotted a participant mentioning that the call was being recorded
false The operator did not spot a participant mentioning that the call was being recorded

Voicemail Detection

Action: Classify

The Voicemail Detection operator determines whether or not a call went to voicemail. It is geared towards customers who are running outbound dialing campaigns and want to use the results to determine whether to call a specific customer back, and to assess the best time to make that call.

Unlike the Outbound Call Disposition operator, the Voicemail Detection operator only indicates whether a call was handed to a voicemail system. It does not use acoustic features to determine whether or not the call was actually picked up by the voicemail system.

Class Description
voicemail The call was picked up by a voicemail system
not_voicemail The call was not picked up by a voicemail system

Unavailable Party Detector

Action: Classify

The Unavailable Party Detector operator determines whether or not the called party is unavailable and the call was unanswered. It is geared towards customers who are running outbound dialing campaigns and want to use the results to determine whether to call a specific customer back, and to assess the best time to make that call.

Class Description
NoClass Both parties were available
UnavailableParty
  1. Customer calls a specific agent but it’s not available to take the call
  2. Agent calls the customer but someone tells the agent the customer is not home
  3. Customers call the correct company but the specialized service is not available to help and the receptionist offers to set up a call back
  4. Customer needs to be transferred to someone else but no one is available to take the call

Do Not Contact Me

Action: Phrase matching

The Do Not Contact Me operator determines whether or not a customer requested to stop being contacted during a call.

Class Description
true Customer requested to stop contacting this number
false Customer did not request to stop contacting this number

Non English Call

Action: Classify

The Non English Call operator determines whether or not the conversation was in English.

Class Description
NonEnglishCall Participants spoke in a non-English language
EnglishCall Participants spoke in English

Password Reset

Action: Classify

The Password Reset operator determines whether or not a call participant requested to change their password.

Class Description
NoPasswordReset Password Reset was not requested
PasswordReset Password Reset was requested

Call Transfer

Action: Classify

The Call Transfer operator determines whether or not the call was transferred.

Class Description
NoTransfer The call was not transferred
Transfer The call was transferred
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