Setting up Categories for SMS in the Campaign workflow

Setting up Categories for SMS in the Campaign workflow

Overview

Setting up variables and transitions for routing SMS workitems by category

Categories use AI to route text based work items to the correct location. In order to use Categories to route workitems you need to first set up Categories and Category Summaries. (See article Category and Category Summary).

After Category and Category summaries have been created and trained, the next step is to set up workitem routing based on the Categories.

Adding a variable

  • Navigate to the Campaign you wish to add routing by category
  • Scroll Down to the workflow
  • Edit the Begin State
  • From the components bar on the right drag and drop a save variable action
  • The save variable action should be added after the work item has been identified as a text based workitem (if the campaign is routing more than one type of workitem)
  • The save variable should be added before any workitem routing decisions are made in the workflow
  • The save variable action will be used to identify the text the system should analyze for categorization.
  • For simplicity of this example set the condition type to none
  • Expression
    for an SMS workitem enter workitem.currentSMSMessage.textMsg
    in the expression field
    This tells the system to capture the text in the current SMS message
  • Variable

You can name the variable what you want but make sure not to include spaces or special character. The variable will now contain the text that was contained in the expression. In this example let us call the variable ContentSMS

Adding a Predict Category

  • From the components bar on the right drag and drop a Predict Category action
  • The Predict Category action should be added after the save variable action
  • For simplicity of this example set the condition type to none
  • In the Content field enter workitem.data.ContentSMS (workitem.data.plus the name of the variable you created).
  • In the Category Summary select the file icon to the right of Category Summary. A pop up window will open with the list of Category Summaries you have previously created. Choose one and select OK
  • Set Workitem Category toggle
  • If you enable Set Workitem Category (toggle to the right) all workitems that are categorized by the system will automatically be added to the examples that will be used for training the next time you train the Category Summary
  • If you disable Set Workitem Category(toggle to the left) The system will only add examples that are manually set by a user that is handling workitems to be used for training the next time you train the Category Summary

Adding Transitions

  • In order to route work items based on Category Predicitions you need to set up transitions.
  • The transitions will be executed in the order they appear starting from top to bottom
  • In order for the transitions to route based on category prediction set the condition type to And
  • for the first transition under expression enter
    workitem.predictionResult.status != 200
    This will allow you to route the workitem to another state if for any reason the system was unable to execute a category prediction
  • In the State field select the state where you would like the workitem to route by choosing a state you have previously created from the drop down list.
  • For the second transition create a transition that routes to a state in case the AI predict category confidence level is below a threshold that you feel comfortable with:
    For example you may only want workitems to route based on category if the predict category confidence level is greater than 75%.
    In this case
    set Condition type to And
    under expression enter
    workitem.predictionResult.confidence <=75
  • In the State field select the state where you would like the workitem to route by choosing a state you have previously created from the drop down list.
  • Add transitions for each Category that exists in the Category summary you have chosen in the Predict Category action
    for example: if Spam is one of the Categories
    under Condition type select AND
    In the expression field enter
    workitem.predictionResult.label == ‘Spam’
  • In the State field select the state where you would like the workitem to route when the prediction result is Spam, by choosing a state you have previously created from the drop down list.
  • Make sure you add a transition for each category that exists in the Category summary
  • Best practice would be to create 1 more transition at the end of the workflow with a condition of None. This is done in case one of categories that exist in the Category Summary is accidentally forgotten or deleted.
  • In the State field select the state where you would like the workitem to route when the prediction result does not match any of the preceding transitions, by choosing a state you have previously created from the drop down list.

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