Language Operators — sometimes referred to as "operators" — use artificial intelligence and machine learning technology to turn transcripts into structured information using a variety of techniques. There are currently two categories of operators that can be used with Voice Intelligence.
To find out more about the Prebuilt operators that Twilio currently makes available, and for examples of the actions they perform, please review Prebuilt Language Operators.
See Supported Languages for details on Transcription languages that different Operators can support.
Operators perform a specific action on a conversation or a sentence within a conversation. There are five types of actions that an operator is able to perform.
Operator Action | Status | Description | Example |
---|---|---|---|
Classify | Available | Classify a conversation into a predefined category | Classify if the call was transferred to another agent |
Phrase matching | Available | Determine if an event occurred or if a piece of data or a phrase was mentioned during a conversation | Spot whether or not an agent told a customer that their call is being recorded |
Redact | Available | Find and redact a value mentioned during a conversation | Redact a social security number that was mentioned during a call |
Custom Operators are text-parsing based operators and support Classify and Phrase Matching.
To add a Custom Language Operator to your Services follow the steps below:
OperatorResults
of the Transcript.