Effective communication hinges on consistency, especially in key conversations. Shilo's keyword feature enables organizations to monitor the use of critical terms, ensuring that agents align with strategic goals. By understanding and managing keywords, teams can track important topics, refine their approach, and deliver consistent messaging across all client interactions.
Understanding Keywords in Shilo 📊
Accessing Keyword Settings
On the left-hand side of the home screen, click the gear icon to go to Settings.
Navigate to Integrations.
Go to the Preferences tab.
Click Edit.
Adding and Managing Keywords
In the Keywords section, add relevant keywords that are crucial for your organization. To add a keyword, input the word in the keyword field and click the “+” icon, then click “Save.”
Examples include partner names, event names, or specific terms related to your industry.
Note: Some default keywords are provided by Shilo. Ensure they match your requirements or edit them as necessary.
Reviewing Keywords in Calls:
During call reviews, check the Keywords Mentioned section under the call transcription to see if agents used the specified keywords.
Example: If "appointment" and "house" are keywords, ensure they are used appropriately during the call.
Note: By setting and managing keywords, you can ensure consistent communication and easily track key topics discussed during calls.