Creating a well-structured and effective disposition list is crucial for accurately classifying interactions. Each disposition’s description is composed of two components:
- Disposition name.
- Disposition set name it belongs to.
The following guidelines outline best practices to ensure that the disposition list is clear and non-overlapping.
Avoid Overlaps Between Dispositions
- Mutually Exclusive Meanings: Each disposition must represent a unique and specific outcome or category. Overlapping meanings can lead to ambiguity and reduce detection accuracy.
- Avoid Generic Dispositions: We do not recommend generic labels such as "Other", as they tend to overlap with multiple other dispositions and may conflict with the designated fallback category ("null" or "unknown").
- Limit the Number of Possible Dispositions per Interaction to 20: The total number of dispositions available for each interaction should be limited to a maximum of 20, in order to minimize ambiguity and detection errors.
- Dispositions Should Not Feature Parent-Child Relationships: Dispositions should not represent broad categories that serve as parents for more specific dispositions (e.g., avoid having both "Financial Inquiries" and "Inquiries"). Parent dispositions inherently overlap with their child categories. Alternatively, a disposition set name such as "Financial" can group related dispositions like "Financial Inquiries" or "Financial Complaint", providing structure without creating overlap.
Ensure Single Applicability
- One Disposition per Interaction: Design the disposition list so that each interaction can be classified under only one disposition. Avoid creating dispositions that can apply simultaneously to the same interaction. E.g., do not create "Sales" and "Cars" dispositions if an interaction could involve both. Alternatively, a more clear “Car Sales” disposition can be used, in this instance.
- Be Specific: Clearly define each disposition’s boundaries to reduce the risk of multiple applicable labels.
Provide Clear Descriptions
- Define Dispositions Clearly: Each disposition must have its own description, providing enough detail for it to be reliably detected.
-
- Example: Instead of "Complaint," use "Complaint about product quality" with a detailed description of what qualifies.
-
- Standardize Terminology: Use consistent language and format to avoid misunderstandings.
- Avoid Abbreviations: Do not use abbreviations, acronyms or initialisms when defining dispositions. Abbreviations can lead to confusion or misinterpretation for AI models or users unfamiliar with the terminology. We recommend that you use full terms, to ensure clarity and consistency.
Use Interaction-Detectable Criteria Only
- Focus on Interaction Content: Dispositions must be determinable from the interaction content:
-
-
- For voice, from the transcription of the interaction.
- For digital, from the interaction messages.
-
-
Note: Avoid including dispositions based on metadata or external factors that are not present in the interaction content. Example: Dispositions like "VIP Status," "Ring Group," or "Region Info" are based on system or contextual data and should not be included.
- Behavioral Indicators: Ensure that dispositions reflect what is explicitly said or implied during the interaction, rather than relying on external information.
Updates
- Regular Updates: Periodically review and refine the list based on detection accuracy and evolving business needs.
By adhering to these guidelines, the disposition list will become clearer, more effective, and be better aligned with the operational goals of your contact center.