Guidelines for building trackers
Keyword trackers in Outdoo AI let you monitor specific words, terms, or phrases mentioned during conversations.
Key elements of a keyword tracker
Tracker Name
A descriptive title that reflects the purpose of the tracker. The name itself is not tracked unless added as a phrase.
Language
Set the language of the phrases (e.g., English). To track phrases in another language, create a separate tracker for that language.
Phrases to track
Under Tags, enter keywords or phrases separated by commas, for example: discount, best price, save. Add the word forms people actually use, such as renew, renewal.
Speaker
Choose who should trigger the tracker:
- General, to track the phrase regardless of speaker.
- Internal, to track phrases spoken by your own team members.
- External, to track phrases spoken by customers or prospects.
Sentiment and Tracker Type
Set the Sentiment (Positive, Negative, or Neutral) and the Tracker Type (Watchword, Product Feature, or Competitor). See Tracker types and use cases.
Tracker Options
Select Trackers on call so the tracker runs on your calls. Tracker mentions then show on the call page and in tracker reporting.
Checklist for building effective trackers
- Define the purpose. What business question should the tracker answer? For example, are competitors mentioned in late-stage deals?
- Decide who to track. Determine if the tracker applies to internal team members, external participants, or both.
- Balance precision and recall. High precision means results are relevant. High recall means most relevant mentions are captured, even if some less relevant results appear.
- Run a reality check. Test your proposed phrases by searching calls in Real Calls > History. Confirm the phrase appears in at least 5 calls and read call snippets to verify contextual accuracy.
- Refine your phrase list. Add or remove phrases based on your reality check. Avoid overly general, long, or redundant phrases.
- Review the tracker. After setup, test on 3 to 5 call pages to confirm it meets your expectations.
Common tracker pitfalls
- Overly general phrases: terms like "quality" may produce irrelevant results. Use specific phrases like quality assurance instead.
- Context overlap: avoid phrases that appear in multiple unrelated contexts. For example, want to let you know may appear in recording notifications and unrelated conversations.
- Long or complex phrases: these are less likely to match exact wording in calls. Keep phrases concise.
- Missed common denominators: use common words (e.g., ballpark) when they cover multiple relevant phrases such as ballpark figure or ballpark price.
- Redundant phrases: avoid duplication. For example, our budget already includes out of our budget.
- Pronunciation variations: add pronunciation variants (e.g., Salesforce.com, SFDC) to the custom vocabulary, not to trackers.
- Overlapping trackers: if two trackers share more than 50% of their phrases, consider differentiating them or using more specific phrases.
Example tracker: legal mentions
- Purpose: identify mentions of legal topics in deals, such as NDAs or contracts.
- Speaker: General, as legal mentions from both sides are relevant.
- Initial phrases: legal team, NDA, contracts, general counsel.
- Refined phrases added: DocuSign, MSA, red-lines, non-disclosure.
- Reality check finding: "Agreement" was too generic and did not relate to legal contexts. Removed.
- Final phrases: legal, NDA, MSA, DPA, amendment, DocuSign, red-lines.
Example tracker: privacy concerns
- Purpose: surface customer concerns about privacy or data sensitivity.
- Speaker: External (customers or prospects).
- Initial phrases: privacy, data privacy, consent.
- Refined phrases: privacy concerns, legal implications, sensitive data.
- Reality check finding: "Consent" frequently appeared in irrelevant contexts such as consent pages. Removed.
- Final phrases: privacy concerns, privacy issues, recording customers, without consent, sensitive information.
Hope this article was helpful. For any queries, please write to support@outdoo.ai