Keyword Rule

This document provides a detailed introduction to the configuration and management mechanism of keyword matching rules within the Speech Analytics module. It focuses on elaborating the collaborative working logic between the system default dictionary and custom rules, ensuring that quality inspection analysis can accurately cover general scenarios and specific business needs.

Feature Overview

Keyword rules are the fundamental basis for intent recognition and content analysis in Speech Analytics. The system adopts a "System Default + User Custom" superposition matching strategy:

• System Default Rules: A general keyword library preset by the platform (e.g., voicemail recognition words), which takes effect without configuration to guarantee basic quality inspection capabilities.
• Custom Rules: Supports administrators in adding specific business terms or sensitive words according to actual business scenarios.

When a user configures custom rules, the system will simultaneously load the default dictionary and the custom list for comprehensive matching, achieving full coverage of recording content.

Access

1. Log in to the backend management system. In the left navigation bar, select Speech Analytics > Keyword Rule to enter the rule configuration page.

Feature Introduction

Rule Mode Description

The top of the page provides display and configuration entries for two rule sources:

• System Default: Displays the basic keyword library uniformly maintained by the platform. This section is read-only and aims to provide general business recognition capabilities (e.g., automatically identifying common terms like "voicemail" or "anti-spam" in languages such as Indonesian). Users can use it directly without self-configuration.
• Custom: Supports users in using their own keyword lists. Entries configured here will take effect together with the system default dictionary (i.e., Final Matching Logic = System Default Dictionary + Custom Dictionary) to cover specific business scenarios or personalized quality inspection needs.

View System Default Words (Read-Only)

In the "System Default Words" area, you can view all basic keyword information currently preset by the platform, mainly including the following fields:

• Tag Category: The business category to which the keyword belongs (e.g., "Voicemail"). The number on the right represents the count of entries under this category.
• Language: The language to which the keyword belongs (e.g., "Indonesian"), used to distinguish matching logic in multi-language environments.
• Keyword: The specific text content to be matched (e.g., "tekan", "anti spam", etc.).

Configure Custom Rules

1. In the "Custom" area, click Add to enter the editing state.
2. Enter the business keyword to be added, and select the corresponding language or category.
3. Click Save. The new rule will immediately join the matching queue and work in parallel with the system default dictionary.

️ Important: Custom rules follow an incremental superposition mode, not an overwrite mode. Configuring custom rules will not cause the system's default basic recognition capabilities to become invalid. Please feel free to configure specific business vocabulary to enhance the quality inspection effect.