Each of your Moments includes several verbatims that you have selected and added. These verbatims / keywords are the terms that Empower will automatically detect during calls.
Create a Moment
Go to the Settings section in Empower,
- In the AI Customization tab, click on Moments,
- Then click on "Add a Moment":
You’ll have 3 options available:
- Add based on role
- Add with AI assistance
- Add manually
Add based on roles
This first option lets you generate a custom Moment based on job roles:
- Select “Add based on role”
- Choose a role and a language,
- Then click “Generate keywords”:
Finally, select the keywords for your Moment by adding or removing the suggested ones. The keywords and associated Moment will be automatically identified during your calls.
You can select the suggested blocks with their pre-written titles, and deselect any keywords you don’t want to keep.
You can also assign a different color and emoji.
Finally, click "Add a Moment". You’ll find your new Moment in the same Moments section.
Add with AI assistance
When you click "Add a Moment", choose the option with AI assistance,
Specify the general theme of your Moment as well as any other useful details. Based on this, the AI will generate a list of relevant keywords. Then click "Generate keywords".
Once the list is generated, you can uncheck the keywords you do not want to add.
Select the suggested block and assign a color and an emoji.
Add manually
When you click "Add a Moment", choose the Add manually option,
On the next page, you can give your Moment a name, customize its color code (visible during calls), and assign an emoji.
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You have two options to add keywords:
- Generate with AI: keywords will be suggested based on the name of your Moment. Select the ones you want to keep and the language(s) to assign.
- Add manually: type the keyword in the field and confirm with the + icon. You can also select the language it will be assigned to (default is “international”).
Select who can trigger the keyword during a call: the agent, the contact, or both.
You can also add users and groups. Click the corresponding section to access the options:
- Search and add a specific user.
- Select an entire group.
- Or add all users at once and remove any manually if needed.
Once you've added all your desired keywords, just click Save!
Find and edit a Moment or keyword
Still in the Settings section, under Moments, you will find all Moments you’ve created along with their authors.
Click on the Moment you want to edit, and you’ll be able to update its name, color, emoji, team, and keywords.