Predictions (Classifiers)

VoiceBase enables you to take advantage of machine learning to make business predictions from a recording.

VoiceBase runs the classifier when the recording is processed, and return a predicted class and confidence score. Common use cases of classifiers include:

• Identifying leads and prospects
• Automating quality control
• Predicting customer churn
• Detecting appointments, estimates, and orders
• Marking calls sent to voice mail

Adding a classifier

Please contact your VoiceBase Account Team if you are interested in adding a
classifier to your account, and we can guide you through the process.

Listing classifiers

A list of classifiers available in your account can be obtained as follows by making a GET request on the /definition/prediction/classifiers resource.

curl https://apis.voicebase.com/v3/definition/prediction/classifiers \
     --header "Authorization: Bearer ${TOKEN}"

An example response:

{
  "_links" : {
    "self" : { "href": "/v3/definition/prediction/classifiers" }
  },
  "classifiers" : [
    {
      "classifierId": "c8b8c1f7-e663-4a05-a6b5-7e1109ee2947",
      "classifierName": "sales-lead",
      "classifierDisplayName": "Sales Lead",
      "classifierType": "binary",
      "categories": [
        { "categoryValue" : 1, "categoryLabel" : "sales-lead" },
        { "categoryValue" : 0, "categoryLabel" : "not-a-sales-lead" }
      ]
    }
  ]
}

• classifiers : array of classifier model objects.
  • [n] : a model object.
    • classifierId : The unique identifier of the classifier.
    • classifierName : the key name of the classifier.
    • classifierDisplayName : the display name of the classifier.
    • classifierType : The model type, one of:
      • binary : A binary classifier
      • multiclass : A classifier with multiple classes
    • categories : an array classes that the model detects.

Using a classifier

Enable a classifier by providing the classifier model revision identifier
in the predictions section of the configuration when POSTing to /media.
A classifier can be referred by its name or by its revision identifier.
Classifiers referred by name are provided by VoiceBase.

{
  "prediction": {
    "classifiers": [
      { "classifierId" : "c8b8c1f7-e663-4a05-a6b5-7e1109ee2947" },
      { "classifierName": "sentiment" }
    ]
  }
}

• prediction : Prediction section
  • classifiers : List of classifiers to run
    • [n] : A classifier item.
      • classifierId : The unique identifier of a classifier model.
      • classifierName : The unique name of a classifier model.

When you GET the media results, the response will include the prediction
section.

{
  "prediction": {
      "classifiers": [
        {
          "classifierDisplayName": "Sales Lead",
          "classifierId": "c8b8c1f7-e663-4a05-a6b5-7e1109ee2947",
          "classifierName": "sales-lead",
          "classifierType": "binary",
          "predictedCategory" : 0,
          "predictedCategoryLabel": "not-a-sales-lead",
          "predictionScore" : 1.729  
        }
      ]
   }
}

• prediction : Prediction section
  • classifiers : List of results for each requested classifier
  • [n] : A classifier result.
    • classifierId : The unique identifier of the classifier model
    • classifierName: The classifier model name
    • classifierType : The type of the classifier.
    • predictedCategory : The class of the prediction expressed as an integer
    • predictedCategoryLabel : The name of the class
    • predictionScore : Probability score.

Examples

Example: Using a classifier

curl https://apis.voicebase.com/v3/media \
    --form [email protected] \
    --form configuration='{
        "prediction":
          "classifiers" : [
             { "classifierId" : "630c31d0-f116-47a4-8b9f-3e7ac6313463" }
           ]
      }' \
    --header "Authorization: Bearer ${TOKEN}"