Grammar Model
Updated
The Grammar Model assesses the grammatical correctness of agent messages and identifies any grammatical and spelling errors within the entire case conversation.
By default, the Grammar category is assigned a score of 100. However, scoring logic is customized to deduct scores for each instance of grammatical error detected across various grammatical categories.
Supported Languages
The model supports British and American English.
Categories for Grammar Scoring
The following is a list of grammatical categories. Specific categories are excluded from scoring as needed, and the weightage for each category is adjusted according to preferences.
Example:
"Can I pleade put you you on hold?" - In this sentence, there is a spelling error ("pleade" instead of "please"), which falls under the SPELL category. The set score for spelling errors is deducted accordingly.
Example of Grammar Scoring on Sprinklr Platform
Creation of Grammar Type Agent Quality Model
In Addition to contextual model, The Grammar Type Agent Quality model enables the user to evaluate grammatical errors in digital conversations. It supports evaluation of conversation in British or American English.
Perform the following steps to create the grammar type agent quality model.
Click the New Tab icon. Within the Persona Apps, select the Quality Management persona.
Click on the Settings icon in the bottom left corner.
The Governance screen is displayed.
Click the Agent Quality Model.
The Agent Quality Model screen is displayed.
Click Add Model appearing on the top right corner of the screen.
The Select Agent Quality Model screen is displayed.
Select Grammar Quality Model from the Agent Quality Model drop down menu.
The Overview and Model Details screen is displayed.
Enter the Name, Description and Share Agent Quality Model With fields under the Overview section.
Under the Model Details section, select between British English or American English from the Language drop down menu.
Select the Sub Categories from the drop down menu based on the langauge selected. The selected sub categories will check for the errors only on the selected categories for that language. For example: If you have selected British English from the Language drop down, you will get multiple sub categories for it, if you select Incorrect Pronoun, Incorrect Adjective and Incorrect Spelling as the values for the sub category then the grammar check will run to just find errors for incorrect pronouns, adjectives and spellings only.
Select the Exclude Keywords from the drop down list. By selecting this, the selected word will not be deducted as a grammatical error even if it gets shortlisted as a pronoun error. For example, if Lenskart is selected under Exclude Keywords, then it will not be displayed as an error.
Click Save.