What is a Fact?
Facts are the atomic building blocks of information, each of which can be used individually or in combination to provide insights into conversations. A Fact uses an LLM to answer questions based on the transcript of a single call. No additional data is used in the evaluation.
A Fact query can be a simple question—“Did the customer inquire about applying for a loan?” or a slightly more detailed query—“Analyze the customer call to determine if the customer is at risk for churn. Specifically, look for signs such as negative feedback, repeated complaints, or expressed dissatisfaction with our services. If the customer is at risk, identify the reasons. Respond with Yes | No : [reason_1, reason_2]”
Facts have different output/response types, which include Boolean, Text, Numeric, and List.