User utterances

The User utterances screen is designed for linguistic analysis of user speech. Here, you can see what users most often ask the virtual assistant to do, as well as how they phrase their requests — for example, what verbs they use when asking to close an account (cancel, delete, terminate, close…).

This view allows you to filter utterances by actions, objects (expanded), and their combinations

Actions, objects and expanded objects

  • Action: An activity or change of state that the user wants the assistant to perform. It's expressed using a verb in its infinitive form, e.g. activate, add, display.
  • Object: The target of the user's request, typically a product or a service. It's expressed as a single noun in base form, e.g. password, card, account statement.
  • Expanded object: A more specific form of the object as it appears in the actual utterance. It can be multi-word, modified with an adjective, preposition, etc. For instance, for the object account, expanded forms might include savings account, the account, new account, to my account, and so on.

Knowing the exact words and word combinations clients use to interact with the assistant is essential from a linguistic perspective when building a language model that can cover the broadest range of inputs. For business users, this view provides insight into client behavior and preferences — for example, which products people most often want to sign up for or cancel, or which service tends to generate the most issues. The list of most common utterances also helps locate questions and topics that currently lack a response in the assistant.

The language table

The Language table displays the combinations found in your data, with the following columns:
  • Action
  • Object
  • Expanded object
  • Count (frequency of occurrence)

By default, combinations are sorted by frequency of occurrence.

The number of action/object combinations displayed per page can be adjusted using the dropdown menu above the table (Show 15).

Filtering the table

Actions, Objects, and Expanded objects can be filtered either by typing into the search field at the top of the table or by clicking on a selected word directly in the table.

When entering words into the search field, you can use regular expressions to refine your search. See the Regex cheat sheet for the supported patterns and examples.

Sunburst chart

For filtered action-object combinations, a graphical view is available: the sunburst chart.

It dynamically updates based on:
  • the number of selected results (Top 20 or Top 1000 combinations)
  • the selected controlling element, using the Actions / Objects toggle

The controlling element (Actions or Objects) appears in the center of the sunburst graph, while the dependent objects/actions appear on the outer parts.

You can also access a preview of specific conversations by clicking on a selected action or object in the sunburst graph.

Input list

A list of all filtered user inputs (phrases) is shown below the actions and objects table. Each entry displays the number of conversations where the exact phrase occurred. (If the number is higher, it's usually the case of a button input with fixed wording.)

Clicking on a specific entry takes you to a view of all conversations that include that phrase.

Sharing conversations

Each conversation has a unique numeric code called a SID. Clicking on this code or the corresponding icon displays the selected conversation on its own.

You can share it with other team members either by:
a) copying the URL from the browser's address bar, or
b) right-clicking on the SID/icon and selecting Copy link address.

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