Who can use this feature?
- Admins
Global context allows you to "train" Unison about your specific business, which significantly improves the accuracy of its sentiment analysis. You can provide information like your company's unique business environment, key features, and competitors. This information helps Unison differentiate between a customer discussing a product feature (e.g., "billing issues") and an actual risk flag.
Add global context for company overview
Tell us about your company to improve AI detection accuracy. This context helps our agents understand your unique business environment, market position, and customer dynamics.
- In Unison, click Settings from the left nav.
- Click Global Context > Company Overview.
- Company overview: Describe your company, what you do, your value proposition, target market, and key differentiators. Be specific about your industry, customer base, and unique positioning.
- Churn detection: Define keywords and direction to help guide accurate churn detection. Provide additional context as necessary, such as circumstances or common language you see that leads to churn, or specific phrasings that do not mean churn in your product.
- Renewal detection: Define keywords and direction to help guide accurate renewal detection. Provide additional context as necessary, such as circumstances or common language you see that leads to churn, or specific phrasings that do not mean renewal in your product.
- Click Save Changes.
Add global context for key features
Provide your primary product capabilities and modules, including language that your team and your customers use to describe them.
- In Unison, click Settings from the left nav.
- Click Global Context > Key Features.
- Click Add Key Feature.
- In the Feature window, name the feature and add keywords, phrases, and additional context.
- Click Submit.
Add global context for competitors
- In Unison, click Settings from the left nav.
- Click Global Context > Competitors.
- Click Add Competitor.
- Enter competitor details and click Submit.