System Facts
Conversation Insights Agent provides certain Facts out of the box, categorized as System Facts, which are created from the backend. In the Conversation Fact page, the System Fact box is checked, and the details cannot be modified. By default, four System Facts are available per tenant and can be customized based on each Organization’s requirements using API. Multiple Organizations within the same tenant can maintain different System Facts. The Query and Values (choices) of the System Facts can be modified and mapped to different Organizations through the Fact Organization Mapping API.
The following is the list of System Facts:
Topic discovery
Agent keyphrases
Customer keyphrases
Summary
System Facts for Different Languages
It is recommended to provide the System Facts query in the corresponding language. For example, System Facts defined in Spanish should use Query and Values (choices) written in Spanish.