Hear is excited to announce new advanced filtering capabilities, including 'contains' and 'not-contains' operators for OPTIONS filters. This release empowers leaders in sales, marketing, CX, operations, and compliance to uncover more precise and actionable insights from their customer conversations. These new tools make it easier to pinpoint specific trends, identify compliance risks, and refine coaching strategies by allowing granular control over data exploration.

Key takeaways

• Gain precise control over conversation data analysis with new 'contains' and 'not-contains' filter operators.
• Quickly identify or exclude specific keywords and phrases across calls, chats, and tickets.
• Enhance compliance monitoring, quality assurance, and agent coaching by targeting relevant conversational elements.
• Improve data exploration within Hear's Analytics and Insight, and Ask Anything features.

What are advanced conversation filters?

Advanced conversation filters in Hear allow you to refine your search for specific information within your customer interactions. With the addition of 'contains' and 'not-contains' operators for OPTIONS filters, you can now easily include or exclude conversations based on the presence or absence of particular words or phrases. This moves beyond simple exact matches, enabling more nuanced and powerful data queries.

Why do these new filters matter for your business?

These enhanced filtering capabilities transform how leaders extract actionable intelligence from their customer interactions, providing a clearer path to understanding and action.

For Sales and Marketing Leaders

Sales and marketing leaders can now pinpoint conversations where specific product mentions, competitor names, or customer pain points are discussed. Use 'contains' to identify successful sales strategies or 'not-contains' to understand why certain pitches might be failing, directly informing campaign optimization and sales enablement.

For CX and Operations Leaders

CX and operations leaders can leverage these filters to identify trends in customer feedback, service issues, or agent performance. Quickly find conversations where specific support topics are raised or where agents use particular phrases, helping to refine training programs and improve customer satisfaction.

For Compliance Managers

Compliance managers gain a powerful tool to monitor for specific regulatory language or prohibited phrases. The 'not-contains' operator is particularly useful for flagging conversations where required disclosures were missed, or where specific compliance risks might be present, strengthening your QA processes.

How to use the new filter operators in Hear

The new 'contains' and 'not-contains' operators are available within Hear's existing filter interface, specifically for OPTIONS fields. When building your queries in areas like Analytics and Insight or Ask Anything, simply select an OPTIONS field and choose the new operators to define your search criteria. This seamless integration ensures a familiar and intuitive experience for all users.

Other enhancements in this release

Beyond the advanced filtering, this release brings several other valuable improvements to Hear.

Improved Data Export for Compliance

For our compliance-focused users, we have added speaker identification (agent and client) directly into exported transcripts. This enhancement, driven by a compliance request, ensures clearer attribution and easier review of conversations for regulatory purposes.

Smoother Chat Experience

We've improved the chat interface to allow you to send multiple messages even while Hear's AI is still processing a previous query. This enhancement provides a more fluid and responsive interaction, especially when using our Ask Anything feature.

Performance and Stability

This release also includes significant performance optimizations, particularly for data exploration, making your experience faster and more efficient. Additionally, we've addressed numerous bug fixes to enhance the overall stability and reliability of the Hear platform.

Frequently asked questions

Which Hear areas benefit from these new filters?

The new 'contains' and 'not-contains' operators primarily enhance Hear's Analytics and Insight, and Ask Anything capabilities, allowing for more granular data exploration and querying.

Can I combine these new operators with existing filters?

Yes, you can combine the new 'contains' and 'not-contains' operators with any of Hear's existing filter types to create highly specific and powerful queries across your conversation data.

Where can I learn more about using Hear's filters?

Detailed guides and tutorials on using all of Hear's filtering capabilities, including these new operators, are available in our comprehensive help center.