Keyword Finder

Use the keyword finder node to extract information like email addresses and account numbers from a caller's unstructured input and route the call according to matched data.

Name

Give the node a name.

Text Detail

Select the variable that contains the caller's unstructured input.

For a voice task, this is usually the variable used to store the caller's transcribed responses in the Cloud STT node. For a messaging task, the variable may store an SMS message.

Results

Click Results.
From the Extract Words section, create at least one word rule and select the variable to store the word rule.

See Extract Words.
Define where to route the call according to the keywords matched from the extracted words.

For more on the Match Keywords section, see Match Keywords.
When no keywords are matched, route the call to the Otherwise Goto Node.

See Otherwise Goto Node.

Extract Words

Create at least one word rule and select the variable to store the word rule.

Field	Description
Variable	Select the variable to store the word rule.
Word Rule	To create or change the word rule, click the pencil to the right of the field. This will open the Expression Builder. Within the Expression Builder, use the Custom REGEX function to extract words. The Matches REGEX function returns true or false depending on whether the regular expression matches the input string.

Field

Description

Variable

Select the variable to store the word rule.

Word Rule

To create or change the word rule, click the pencil to the right of the field. This will open the Expression Builder.

Within the Expression Builder, use the Custom REGEX function to extract words. The Matches REGEX function returns true or false depending on whether the regular expression matches the input string.

Match Keywords

Define where to route the call according to the keywords matched from the extracted words.

Field

Description

Re-order the keyword list. Studio processes the keywords in the presented order.

Keyword

Type the words to match. When one of a number of keywords form a match, use a double pipe character || to separate each keyword.

Example Keywords	Description
Address	Matched when the word Address is found.
Open Account	Matched when both words Open Account are found in sequence.
order && status	Matched when both words order and status are found, not necessarily in sequence.
yes \|\| yep \|\| yeah	Matched when at least one of the words yes, yep, or yeah are found.

Goto Node

The call routes to this node when the keyword is matched. Select from the available nodes in the call flow or type a new node name.

Match Whole Words Only

Setting

Description

Whole words and strings within whole words are matched.

For example, if the keyword is no then both "no call" and "another" are matched.

Whole words only are matched.

For example, if the keyword is no then "no call" is matched, while "another" is not matched.

Delete this route. Hover over the row to see the icon.

For this example, when keyword Open Account is matched, the call is routed to the node openAccount, and when keyword Close Account is matched, the call is routed to the node closeAccount.

Otherwise Goto Node

The call is routed to this node when none of the keywords are matched. Select from the available nodes in the call flow or type the name of a new node.

This field is required to ensure best practices are followed. It ensures the call flow always has a backup node, even though in some cases that may seem redundant.