How to classify SalesLoft Sales Call Transcripts with generative AI

Text Classification

SalesLoft

As a SalesLoft user, you likely have a large amount of sales call transcript data that you want to analyze and understand. However, manually categorizing and tagging these transcripts can be a time-consuming process. In this post, we’ll show you how to use generative AI to automatically classify SalesLoft sales call transcripts, making your analysis process faster and more accurate.

What is Text Classification?

Text classification is a natural language processing (NLP) technique that involves using machine learning algorithms to automatically assign one or more predefined categories or labels to a given piece of text. In the case of SalesLoft sales call transcripts, text classification can be used to automatically categorize the transcripts based on key topics, outcomes, or other important factors.

Text classification is used in a wide range of applications, from spam detection in emails to sentiment analysis in social media posts and reviews. It has become an essential tool for many industries that rely on large amounts of text data, helping to automate tasks and extract valuable insights from the data.

Example Use Cases

Use cases for classifying SalesLoft sales call transcripts include:

Identifying key topics discussed during sales calls
Automatically categorizing sales calls based on their outcomes (e.g. closed-won, closed-lost, follow-up required)
Identifying common objections or roadblocks in the sales process
Analyzing the success rates of different sales tactics or approaches
Identifying areas where sales reps need additional training or support

Teams that might find these use cases helpful include: sales, marketing, product, operations, and finance.

Finding your input data and categories

You first need to identify the data that you want to work with. Here, we are looking at SalesLoft sales call transcripts. You can extract this data using the SalesLoft API, export it in CSV format, query a list of transcripts from your data warehouse or BI tool, or copy and paste with an example transcript.

For more information on the SalesLoft API see here: https://developers.salesloft.com/api/

Next, you need to find or create your list of categories for classifying the transcripts. This might include categories based on sales call outcomes, topics discussed, or other important factors.

Common examples of sales call categories include:

Closed-won
Closed-lost
Follow-up required
Product questions
Pricing questions
Competitor questions
Objections
Next steps

Once you have your data and categories, you can use generative AI to automatically classify your SalesLoft sales call transcripts. This will help you to reduce the time it takes to analyze your sales data and gain valuable insights into your sales process.

Using AirOps to perform Keyword Identification

With AirOps, you can easily extract relevant keywords and phrases from your text-based data using the Keyword Identifier data app. Here's how:

Select "Keyword Identifier" from the Data Apps page. The input required for Keyword Identifier is the "text_field" which is the input text data.
Decide where you want the analysis to be performed and stored. The Keyword Identifier data app can be easily used in the AirOps Data App page and via API, but in this example, the analysis will be performed in Snowflake through an external function called AIROPS_KEYWORD_IDENTIFIER.

Here is an example SQL query:
```
SELECT
AIROPS_KEYWORD_IDENTIFIER(text_field) as result
FROM
your_table
```
Execute the keyword extraction analysis by running the SQL query. The output will contain an array of keywords and phrases extracted from the input text data.

Example Input:

"Hello, I am having trouble with my account. I cannot seem to log in and I have tried resetting my password multiple times."

Example Output:
```
"keywords": ["trouble", "account", "log in", "resetting", "password", "multiple times"],"summary": "A customer is having trouble logging into their account and has tried resetting their password multiple times."
```

Using AirOps to perform Sentiment Analysis

With AirOps, you can easily perform sentiment analysis on any text data such as reviews, support tickets, or sales calls using Sentiment Analyzer. Here’s how:

Select "Sentiment Analyzer" from the Data Apps page. The only input for Sentiment Analyzer is some text to analyze.
Decide where you want the analysis to be performed and stored. The Sentiment Analyzer data app can be easily used in the AirOps Data App page and via API, but in this example, the analysis will be performed in Snowflake through an external function called AIROPS_SENTIMENT_ANALYZER.

Here is an example SQL query:
```
SELECT
AIROPS_SENTIMENT_ANALYZER(text_field) as result
FROM
your_table
```
Execute the sentiment analysis by running the SQL query. The output will contain a sentiment score and sentiment summary, as well as a list of positive and negative keywords extracted from the input text data.
Input:
"I'm sorry to say that I had a terrible experience with your product. The customer service was unresponsive and the product didn't work as advertised."
Output:
```
"positive_keywords": [],"negative_keywords": ["terrible experience", "customer service", "unresponsive", "product", "didn't work", "advertised"],"score": -0.8,"sentiment": "Very Negative"
```

Using AirOps to perform Text Classification

With AirOps, you can easily perform classification using generative AI. Here’s how:

Select "Text Classifier'' from the Data Apps page. Below are the possible inputs for Text Classifier.text_field: The input text data.categories (optional): Categories can be specified as a comma-separated list. Leave empty for automatic determination.multi_category: Set to “true” if the text can belong to multiple categories, or “false” if it can only belong to one category.
Decide where you want the analysis to be performed and stored. The Text Classifier data app can be easily used in the AirOps Data App page and via API, but in this example, the analysis will be performed in Snowflake through an external function called AIROPS_CLASSIFIER.

Here is an example SQL query:
```
SELECT
AIROPS_CLASSIFIER(text_field, categories, multi_category) as result
FROM
your_table
```
Execute the classification analysis by running the SQL query. The output will contain a list of keywords extracted from the input text data that are relevant to the identified categories and a list of categories that the input text data belongs to based on the provided categories or automatic determination.

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