The Contextual Model, also known as the LLM Model, analyzes entire case conversations to provide insights and relevant messages for defined quality parameters. The scoring logic is configured to assign scores based on the model output.

Compared to the Classification Model, the Contextual Model offers greater accuracy by analyzing the entire context of the case rather than focusing solely on message or phrase-level analysis.

By comprehensively analyzing entire case conversations, the LLM Model enhances user experience by delivering more accurate and contextually relevant insights.

Supported Languages

The model supports English, Spanish, and German languages for both digital and voice cases.

Example of Contextual Model Scoring on Sprinklr Platform

In the image provided, the Quality Management (QM) model has identified one of the agent messages in the conversation as depicting Courtesy. The model provides an insight statement explaining the reason the agent needs to be courteous, and the relevant messages are highlighted accordingly. As Courtesy is considered a positive parameter, the quality score assigned for this specific parameter is 100.

Creation of Contextual Model

Perform the following steps to create the contextual type agent quality model.

1. Click the New Tab icon. Within the Persona Apps, select the Quality Management persona.

2. Click on the Settings icon in the bottom left corner.

   The Governance screen is displayed.

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3. Click the Agent Quality Model.

   The Agent Quality Model screen is displayed.

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4. Click Add Model appearing on the top right corner of the screen.

   The Select Agent Quality Model screen is displayed.

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5. Select Contextual Quality Model from the Agent Quality Model drop down menu.

   The Overview and Model Details screen is displayed.

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6. Enter the Name and Description and under the Overview section.

7. ​Click the Share Agent Quality Model With field, Share screen is displayed.

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   1. Enter the name or email of the agents you want to give Editor or View Only permissions.

   2. Click Share.

   3. Close the Share screen.

8. Under the Model Details section, enter the Model Question that will be used by Sprinklr AI+ for Automated Quality Management.

9. Enter the Model Description that will be used by the Sprinklr AI+ for Automated Quality Management.

10. Click the Include Call Recording Toggle button to enable call recording.

11. Enter the Possible Answers as Yes or No.

12. Click Save.

Refer to the below table for parameter description of Contextual Quality Model.

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