Updates: Copilot Rewrite: Use semantic dictionaries to enforce brand-specific terms
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Use semantic dictionaries to enforce brand-specific terms
Your brand likely has specific rules and guidelines regarding preferred terms, unique word structures, and capitalization. So it’s natural that you expect Copilot Rewrite to follow such rules and guidelines when rewriting responses for your agents.
We are pleased to announce that, in this release, we introduce our solution to this requirement: custom, semantic dictionaries.
Now, brands can go to Copilot Rewrite configuration in the Management Console, create dictionaries, and add word pairs to them. Each word pair contains the text to check for in agent responses (the “original”) and the replacement text to use in any AI-generated rewritten response (the “rewrite”).
Example: If the word pair defined is “acme” as the original and “Acme Telco” as the replacement, then when the agent types “Thank you for contacting acme” in the Agent Workspace and clicks the magic wand, the Rewrite feature returns, “Thank you for contacting Acme Telco.”
Use Copilot Rewrite’s semantic dictionaries to ensure consistent and compliant use of critical business, brand, and industry terms. This enhances the clarity and professionalism of agent communications, reduces agent errors, and more.
Key benefits
- Ensured consistency: Semantic dictionaries guarantee uniform spelling and capitalization for specific terms that are critical to your business, brand, or industry. This eliminates variations that could appear unprofessional or cause confusion.
- Brand compliance: If your organization has strict brand guidelines, this ensures that specific product names and service offerings are always presented correctly in agent communications.
- Improved searchability and transcript analysis: Consistent spelling and capitalization of key terms make it easier to search through transcripts and perform accurate data analysis on specific topics or products.
- Faster communication: Agents don't need to spend time manually checking or correcting the spelling and capitalization of these predefined word pairs, leading to slightly faster message composition.
Get started (enablement)
Custom, semantic dictionaries are in Early Access release. To have the feature turned on for your account, submit your request via this form.
Dictionary limitations
A dictionary can contain a maximum of 300 word pairs.
Language limitations
Currently, you can create semantic dictionaries for only the following languages:
- English - United Kingdom
- English - United States
- Spanish
- French