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How to Add Key Terms for the AI Agents

Key terms are the names and words the voice agents should expect to hear: your trading names, your product lines, your customers' sites and people, and your trade's jargon. They help a voice call and a voice note get those words right. Every editor on the AI context screen (menu, then AI context under Administration) has a Key terms box under its instructions.

What are key terms for on the AI context screen?​

Key terms on the AI context screen tell the speech recognition behind the voice agents which unusual words to expect, so that a name it has never heard comes out spelt the way your company spells it. Each tab's hint says what belongs there:

  • Company — "Company-wide terms the voice agent should recognise: trading names, product lines, industry jargon."
  • Call types — "Words a caller uses for this kind of call."
  • Customers — "Their sites, their people, their equipment: what a caller from this customer might say."
  • Engineers — "Names and nicknames a caller might use for this engineer." Nothing reads this tab yet.
  • Internal users — "Words this person uses that the agent should recognise."

Victoria and Fiona are given the key terms with the rest of the context when they log a call by voice, and Fill in with AI is given the company's and the customer's. A Voice note on the call screen uses the customer's key terms first and then the company's, at most 50 in all, so a customer's own names are never crowded out by a long company list.

Key terms are words to recognise, not instructions: anything you want an agent to do or ask belongs in Instructions above them.

How do I add key terms on the AI context screen?​

Type a term in the Key terms box of an editor on the AI context screen and press Enter; it becomes a chip in the box. Then press Save to keep the terms.

  1. Open the tab and, except on Company, the line you want, with Add or Open.
  2. Click in the Key terms box, where it says "Type a term, then Enter".
  3. Type a term and press Enter, or type a comma or a semicolon after it.
  4. Repeat for each term.
  5. Press Save under the editor.

To add many at once, paste a list: terms separated by commas, semicolons or new lines, for example a column copied from a spreadsheet, each become a chip. A term still in the box when you press Save is saved as if you had pressed Enter.

Under the box the screen counts the terms out of 50, followed by "terms, up to 80 characters each."

How many key terms can I add, and how long can each be?​

Each editor on the AI context screen holds at most 50 key terms, each at most 80 characters, because that is what AgentDesk accepts. The box says so rather than dropping a term in silence:

  • "One term was not added: AgentDesk takes 50 at most." — the list was full. When it is full the box itself says "That is 50: AgentDesk takes no more".
  • "One term was cut to 80 characters." — a term was longer, and its first 80 characters were kept.
  • "One term is already on the list." — the same term was already there, in any mix of capitals and small letters. It is not added twice, and the first spelling is kept.

When several terms are affected the sentence gives the number, such as "2 terms were not added". Spaces at the start and end of a term are left out.

How do I remove a key term?​

Each key term in an editor on the AI context screen is a chip with a × beside it, named Remove and the term. Press it to take that term off. Pressing Backspace in the empty Key terms box takes off the last term.

Removing a term, like adding one, is kept only when you press Save. Until then, leaving the editor by a tab or its ← All button asks whether to discard your changes.