Search Queries are the keywords and phrases that you’re searching for in your customer conversations.
They can be customized and fine-tuned to reach very high levels of accuracy, even when transcripts get a little dodgy.
You can write simple Queries consisting of single words and phrases, like “thank you”; or you can write advanced Queries using Boolean logic and Grouping.
Boolean Logic
Boolean logic lets you create advanced search queries with AND, OR, and NOT statements.
The syntax is:
- AND = &
- OR = | (the pipe character)
- NOT= !
Important: Boolean symbols must NOT have spaces on either side.
Correct: (thanks)|(you rock)
Incorrect: (thanks) | (you rock)
Grouping
You should always use Grouping in your Queries to clearly define the rules for Voxjar’s search engine, and to make them more readable.
- You Group using parentheses ( ).
Advanced Queries
An advanced Query using Boolean logic and Grouping would look something like this:
- (thank you)|(you are welcome)
This Query will return all conversations where either of the phrases “thank you” OR “you are welcome” were found.
You can also include Wildcards to broaden your search.
- Wildcard= *
A Wildcard Query could look like this:
- (you are * welcome)
This Query would match any four-word phrase that starts with “you are” and ends with “welcome”.
- you are very welcome
- you are most welcome
- you are always welcome
BUT it will also match:
- you are not welcome
- you are never welcome
You can stack Wildcards to create longer phrases with ambiguous words.
- (i * * food)
This Query would match:
- I really like food
- I really hate food
- I love your food
- etc
Important: Wildcards must have spaces on either side.
Correct: (i * you)
Incorrect: (i*you)
Nested Grouping
You can also create Groups within Groups.
- (thank you for (calling|your time))
This Query will match either “thank you for calling” OR “thank you for your time”
It’s a handy shorthand that will save you from typing out both variations.
Root Words
Voxjar trims words down to their base form to simplify matching. This means that you can search for the word:
- “calling”
and still match:
- “call”
- “calls”
- “calling”
- “called”
- and so on.
