Analyzing customer service calls
This notebook provides sample EDSL code for conducting an analysis of textual content with AI agents and large language models. Using a set of transcripts of mock customer calls as an example, we use EDSL to prompt an AI agent to identify the callers’ names, emails, questions and requests and return the results as a formatted dataset. The code is readily editable for reviewing other content, giving the agent different personas, and prompting the agent to extract other information.
Technical setup
Before running the code below, please ensure that you have installed the EDSL library and either activated remote inference from your Coop account or stored API keys for the language models that you want to use with EDSL. Please also see our documentation page for tips and tutorials on getting started using EDSL.
Constructing questions about the data
We start by constructing questions about the content we want to analyze. EDSL comes with a variety of question types that we can choose from based on the form of the response that we want to get back from the model (multiple choice, linear scale, free text, etc.). Here we use QuestionFreeText to get the caller names and emails and QuestionList to list out any questions and requests of the callers, with a {{ placeholder }}
for a transcript:
[1]:
from edsl import QuestionFreeText, QuestionList
# Construct questions in the relevant question type templates
# Use a placeholder for the transcripts to be reviewed
q_name = QuestionFreeText(
question_name="name",
question_text="""
What is caller's name? Transcript: {{ transcript }}
Return just the name of the caller.
""",
)
q_email = QuestionFreeText(
question_name="email",
question_text="""What is caller's email address? Transcript: {{ transcript }}
Return just the email address.
""",
)
q_questions = QuestionList(
question_name="questions",
question_text="What questions does the caller have? Transcript: {{ transcript }}?",
)
q_requests = QuestionList(
question_name="requests",
question_text="What is the caller requesting? Transcript: {{ transcript }}?",
)
Creating a survey
We combine the questions into a Survey in order to administer them all together:
[2]:
from edsl import Survey
survey = Survey([q_name, q_email, q_questions, q_requests])
Adding context to questions
Next we import a dataset of transcripts to add to the questions, creating a Scenario dictionary for each transcript. EDSL provides methods for importing content from many different data sources, including PDFs, CSVs, docs, images, tables, lists, dicts, etc. Here we use a CSV of texts, retrieved from the Coop:
[3]:
from edsl.scenarios.FileStore import CSVFileStore
csv_file = CSVFileStore.pull('01474c60-d02b-4874-a577-953e870d8bff', expected_parrot_url='https://www.expectedparrot.com')
[4]:
from edsl import ScenarioList, Scenario
scenarios = ScenarioList.from_csv(csv_file.to_tempfile())
We can inspect the scenarios (and rename or edit them as desired):
[5]:
scenarios
[5]:
{
"scenarios": [
{
"transcript": "\"Agent: Good morning, thank you for calling Renovation Software Solutions. How can I assist you today? Customer: Hi, I'm having trouble with the 3D rendering feature. It seems to crash every time I try to add a new room. Agent: I'm sorry to hear that. Let me check if there are any known issues with the 3D rendering feature. Can you tell me which version of the software you're using? Customer: I'm using version 5.3.2 on a Windows 10 PC. Agent: Thank you. There was a recent update that might resolve this issue. Please make sure your software is updated to the latest version. If the problem persists, we can arrange a remote support session to troubleshoot further. Could I have your name and email address to send you further instructions? Customer: Sure, it's Emily Davis, [email protected]. Agent: Great, I'll send the instructions to your email. I'll update the software and try again. If it still crashes, I'll call back. Thanks for your help. Agent: You're welcome. Have a great day! [Caller sounded frustrated]\","
},
{
"transcript": "\"Agent: Good afternoon, Renovation Software Solutions. How may I help you? Customer: Hi, I'm looking for a tutorial on how to use the budget tracking feature. Is there a video or a guide available? Agent: Yes, we have several resources available. You can find tutorial videos and step-by-step guides on our website under the 'Support' section. If you need further assistance, we can also schedule a live demo with one of our specialists. Could I get your name and email address to send you the details? Customer: That sounds perfect. My name is Sarah Johnson, and my email is [email protected]. Agent: Thank you, Sarah. I'll send you the details shortly. Have a great day! Customer: Thank you! Agent: My pleasure. Have a great day! [Caller sounded satisfied]\","
},
{
"transcript": "\"Agent: Hello, thank you for calling Renovation Software Solutions. How can I assist you today? Customer: Hi, I need help with my account. I can't seem to reset my password, and I'm locked out. Agent: I'm sorry to hear that. Let's get that sorted out. Can you provide me with your email address associated with the account? Customer: Sure, it's [email protected]. Agent: And may I have your name, please? Customer: Mike Thomas. Agent: Thank you, Mike. I'll send you a password reset link. Please check your email and follow the instructions. If you don't receive the email within a few minutes, check your spam folder or give us a call back. Customer: Got it. I'll keep an eye out for the email. Thanks for your help. Agent: You're welcome. Have a great day!\","
},
{
"transcript": "\"Agent: Good morning, Renovation Software Solutions. How may I help you today? Customer: Hi, I'm interested in upgrading my subscription plan. What are the options available? Agent: We offer several subscription plans to suit different needs. Our standard plan includes basic features, while our premium plan includes advanced tools and priority support. You can find detailed information on our website or I can email you a comparison chart. Customer: Please email me the comparison chart. My email is [email protected]. Agent: Certainly. Could I get your name as well? Customer: Laura Miller. Agent: Thank you, Laura. I'll send that over right away. If you have any questions after reviewing it, feel free to contact us. Customer: Will do. Thanks a lot! Agent: You're welcome. Have a great day!\","
},
{
"transcript": "\"Agent: Good afternoon, thank you for calling Renovation Software Solutions. How can I help you today? Customer: Hi, I'm having an issue with exporting my project to PDF. The file seems to be corrupted every time I try. Agent: I'm sorry to hear that. Can you tell me which version of the software you're using and the operating system? Customer: I'm using version 5.3.2 on macOS. Agent: Thank you. This issue can sometimes be resolved by updating to the latest version of the software. If the problem persists, please try reinstalling the software. If you continue to experience issues, our technical support team can assist you further. Could I get your name and email address for follow-up? Customer: My name is Jason Lee, and my email is [email protected]. Agent: Thanks, Jason. I'll make sure our support team reaches out if needed. Have a great day! Customer: I'll try updating and reinstalling. If that doesn't work, I'll reach out again. Thanks for your help. Agent: You're welcome. Have a great day!\","
},
{
"transcript": "\"Agent: Good morning, Renovation Software Solutions. How may I help you today? Customer: Hi, I have a question about your collaboration tools. Can multiple users work on the same project simultaneously? Agent: Yes, our software supports real-time collaboration, allowing multiple users to work on the same project at the same time. You'll need to invite team members to your project, and they can join and make changes live. Could I have your name and email address to send you detailed instructions? Customer: My name is Olivia Brown, and my email is [email protected]. Agent: Perfect, Olivia. I'll send you the instructions right away. Customer: That's great! How do I invite team members to my project? Agent: You can invite team members by clicking on the 'Invite' button within your project. Enter their email addresses, and they'll receive an invitation to join your project. Customer: Perfect. Thanks for the information. Agent: You're welcome. Have a great day! [Caller sounded curious]\","
},
{
"transcript": "\"Agent: Good afternoon, thank you for calling Renovation Software Solutions. How can I assist you today? Customer: Hi, I'm trying to generate a cost estimate for my renovation project, but the numbers don't seem to add up correctly. Agent: I'm sorry to hear that. Let's take a look. Are you using the automated cost estimation tool, or are you entering costs manually? Customer: I'm using the automated tool. Agent: Sometimes, the cost estimation tool needs to be calibrated based on your specific inputs. Make sure all your project details are entered accurately. If you continue to see discrepancies, our support team can help you adjust the settings. Could I get your name and email address for follow-up? Customer: My name is Kevin Turner, and my email is [email protected]. Agent: Thanks, Kevin. I'll make sure our support team follows up with you if needed. Customer: I'll double-check my inputs and try again. If I still have issues, I'll call back. Thank you. Agent: You're welcome. Have a great day! [Caller sounded frustrated]\","
},
{
"transcript": "\"Agent: Good morning, thank you for calling Renovation Software Solutions. How can I help you today? Customer: Hi, I'm having trouble accessing my saved projects. They don't appear in my account anymore. Agent: I'm sorry to hear that. Let me check your account. Can you provide me with your username or email address? Customer: My username is buildmaster123. Agent: And could I have your name and email address as well? Customer: Sure, it's Lisa Harris, [email protected]. Agent: Thank you, Lisa. It appears there was a synchronization issue. I've re-synced your account, and your projects should now be visible. Please log out and log back in to check. Customer: Great, I see them now. Thanks for your help! Agent: You're welcome. Have a great day!\","
},
{
"transcript": "\"Agent: Good afternoon, Renovation Software Solutions. How may I assist you today? Customer: Hi, I have a suggestion for a new feature. It would be great to have a tool that helps with project scheduling and timelines. Agent: Thank you for your suggestion. We always appreciate feedback from our users. I'll pass this on to our development team for consideration. Is there anything specific you'd like to see in this scheduling tool? Customer: It would be helpful to have Gantt charts and reminders for key milestones. Agent: That's a great idea. I'll make sure to include your details in the feedback. Could I get your name and email address in case we need more information? Customer: Sure, it's Daniel Moore, [email protected]. Agent: Thanks, Daniel. We appreciate your input. Customer: You're welcome. Thanks for listening. Agent: My pleasure. Have a great day!\","
},
{
"transcript": "\"Agent: Good morning, Renovation Software Solutions. How may I assist you today? Customer: Hi, I'm considering purchasing your software, but I have a few questions about the trial period. Agent: I'd be happy to help. Our trial period lasts for 30 days and gives you access to all the features of our premium plan. You can explore the software and see if it meets your needs before committing to a subscription. Could I get your name and email address to set up your trial account? Customer: My name is Amanda Clark, and my email is [email protected]. Agent: Thank you, Amanda. You can switch between plans at any time during the trial period to see which one suits you best. Customer: Excellent. I'll sign up for the trial and see how it goes. Thank you for the information. Agent: You're welcome. Enjoy exploring our software, and feel free to reach out if you have any questions. Customer: Will do. Thanks again! Agent: Have a great day! [Caller sounded enthusiastic]\","
}
]
}
Designing an AI agent to answer the survey
We can create a persona for an AI Agent that a language model will use to answer the questions, and give it instructions on the task:
[6]:
from edsl import Agent
agent = Agent(
traits={"persona": "Customer service agent"},
instruction="You are answering questions about transcripts of customer service calls.",
)
Selecting a language model
We can select one or more specific models to generate the responses (if no model is specified the default model is used).
To see a list of all available models:
[7]:
from edsl import Model
# Model.available()
To check the current default model:
[8]:
# Model()
Here we select a model:
[9]:
model = Model("gpt-4o")
Getting responses
We generate responses by adding the scenarios, agent and model to the survey and then calling the run() method:
[10]:
results = survey.by(scenarios).by(agent).by(model).run()
This generates a dataset of Results that we can begin analyzing. EDSL comes with built-in methods for analyzing results. For example, we can print the responses in a table:
[11]:
results.select("name", "email", "questions", "requests").print(format="rich")
┏━━━━━━━━━━━━━━━┳━━━━━━━━━━━━━━━━━━━━━━━━━━━┳━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━┳━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━┓ ┃ answer ┃ answer ┃ answer ┃ answer ┃ ┃ .name ┃ .email ┃ .questions ┃ .requests ┃ ┡━━━━━━━━━━━━━━━╇━━━━━━━━━━━━━━━━━━━━━━━━━━━╇━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━╇━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━┩ │ Emily Davis │ [email protected] │ ["I'm having trouble with the 3D │ ['Troubleshooting the 3D │ │ │ │ rendering feature. It seems to │ rendering feature', 'Updating │ │ │ │ crash every time I try to add a │ the software', 'Remote support │ │ │ │ new room.", "Can you tell me │ session instructions'] │ │ │ │ which version of the software │ │ │ │ │ you're using?", 'Could I have │ │ │ │ │ your name and email address to │ │ │ │ │ send you further instructions?'] │ │ ├───────────────┼───────────────────────────┼──────────────────────────────────┼──────────────────────────────────┤ │ Sarah Johnson │ [email protected] │ ['Is there a video or a guide │ ['a tutorial on how to use the │ │ │ │ available?'] │ budget tracking feature'] │ ├───────────────┼───────────────────────────┼──────────────────────────────────┼──────────────────────────────────┤ │ Mike Thomas │ [email protected] │ ['I need help with my account', │ ['reset his password', 'get back │ │ │ │ "I can't seem to reset my │ into his account'] │ │ │ │ password", "I'm locked out"] │ │ ├───────────────┼───────────────────────────┼──────────────────────────────────┼──────────────────────────────────┤ │ Laura Miller │ [email protected] │ ['What are the options available │ ['upgrading subscription plan', │ │ │ │ for upgrading my subscription │ 'comparison chart via email'] │ │ │ │ plan?'] │ │ ├───────────────┼───────────────────────────┼──────────────────────────────────┼──────────────────────────────────┤ │ Jason Lee │ [email protected] │ ["Hi, I'm having an issue with │ ['Exporting project to PDF │ │ │ │ exporting my project to PDF. The │ issue', 'Software version and │ │ │ │ file seems to be corrupted every │ operating system details', 'Name │ │ │ │ time I try."] │ and email address for │ │ │ │ │ follow-up'] │ ├───────────────┼───────────────────────────┼──────────────────────────────────┼──────────────────────────────────┤ │ Olivia Brown │ [email protected] │ ['Can multiple users work on the │ ['If multiple users can work on │ │ │ │ same project simultaneously?', │ the same project │ │ │ │ 'How do I invite team members to │ simultaneously', 'How to invite │ │ │ │ my project?'] │ team members to the project'] │ ├───────────────┼───────────────────────────┼──────────────────────────────────┼──────────────────────────────────┤ │ Kevin Turner │ [email protected] │ ['How can I generate a cost │ ['generate a cost estimate for a │ │ │ │ estimate for my renovation │ renovation project', 'resolve │ │ │ │ project correctly?', "What │ discrepancies with the automated │ │ │ │ should I do if the numbers don't │ cost estimation tool'] │ │ │ │ add up?", 'Should I use the │ │ │ │ │ automated cost estimation tool │ │ │ │ │ or enter costs manually?', 'How │ │ │ │ │ do I ensure the cost estimation │ │ │ │ │ tool is calibrated correctly?', │ │ │ │ │ 'What details do I need to enter │ │ │ │ │ accurately?', 'Can the support │ │ │ │ │ team help me adjust the │ │ │ │ │ settings?'] │ │ ├───────────────┼───────────────────────────┼──────────────────────────────────┼──────────────────────────────────┤ │ Lisa Harris │ [email protected] │ ["Hi, I'm having trouble │ ['accessing saved projects', │ │ │ │ accessing my saved projects. │ 'synchronization issue', │ │ │ │ They don't appear in my account │ 'username and email address', │ │ │ │ anymore."] │ 're-synced account'] │ ├───────────────┼───────────────────────────┼──────────────────────────────────┼──────────────────────────────────┤ │ Daniel Moore │ [email protected] │ ['Does Renovation Software │ ['a tool that helps with project │ │ │ │ Solutions take feature │ scheduling and timelines', │ │ │ │ suggestions?', 'Is there │ 'Gantt charts', 'reminders for │ │ │ │ anything specific you would like │ key milestones'] │ │ │ │ to see in the scheduling tool?', │ │ │ │ │ 'Could I get your name and email │ │ │ │ │ address in case we need more │ │ │ │ │ information?'] │ │ ├───────────────┼───────────────────────────┼──────────────────────────────────┼──────────────────────────────────┤ │ Amanda Clark │ [email protected] │ ['questions about the trial │ ['trial period details', │ │ │ │ period'] │ 'signing up for the trial'] │ └───────────────┴───────────────────────────┴──────────────────────────────────┴──────────────────────────────────┘
Quantifying responses
We can use the lists of caller questions and requests to quantify them (how often do they appear in the calls?). We start by prompting an agent to synthesize the lists into comprehensive lists that we can use as question options for new questions:
[12]:
caller_questions = results.select("questions").to_list(flatten=True)
len(caller_questions)
[12]:
22
[13]:
caller_requests = results.select("requests").to_list(flatten=True)
len(caller_requests)
[13]:
24
[14]:
q_condense = QuestionList(
question_name="condense",
question_text="""
You have reviewed a set of call transcripts and compiled a detailed list of {{ topic }}.
Now you are being asked to condense this list into a more generalized but comprehensive
list that can be used to quanitfy the {{ topic }} efficiently (i.e., combine like items
on the list). Here is the list to be condensed: {{ list }}
""",
max_list_items=10, # Optional
)
scenarios = ScenarioList([
Scenario({"topic": "caller questions", "list": caller_questions}),
Scenario({"topic": "caller requests", "list": caller_requests}),
])
condensed_lists = q_condense.by(scenarios).run()
[15]:
condensed_lists.select("topic", "condense").print(format="rich")
┏━━━━━━━━━━━━━━━━━━┳━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━┓ ┃ scenario ┃ answer ┃ ┃ .topic ┃ .condense ┃ ┡━━━━━━━━━━━━━━━━━━╇━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━┩ │ caller questions │ ['Technical issues with software features', 'Account access and password issues', │ │ │ 'Subscription and upgrade options', 'Project exporting and file issues', 'Team collaboration │ │ │ and project sharing', 'Cost estimation and calculation concerns', 'User guides and │ │ │ instructional materials', 'Support for adjusting settings', 'Feature suggestions and │ │ │ feedback', 'Trial period and general inquiries'] │ ├──────────────────┼──────────────────────────────────────────────────────────────────────────────────────────────┤ │ caller requests │ ['Technical support and troubleshooting', 'Account access and password issues', 'Software │ │ │ updates and upgrades', 'Subscription and trial information', 'Feature usage tutorials and │ │ │ instructions', 'Project management tools and features', 'Team collaboration and user │ │ │ management', 'Exporting and synchronization issues', 'Cost estimation and budgeting tools', │ │ │ 'Follow-up and contact information'] │ └──────────────────┴──────────────────────────────────────────────────────────────────────────────────────────────┘
We can use the condensed lists as options for new questions quantifying the topics:
[16]:
condensed_questions = (
condensed_lists.filter("topic == 'caller questions'").select("condense").first()
)
condensed_questions
[16]:
['Technical issues with software features',
'Account access and password issues',
'Subscription and upgrade options',
'Project exporting and file issues',
'Team collaboration and project sharing',
'Cost estimation and calculation concerns',
'User guides and instructional materials',
'Support for adjusting settings',
'Feature suggestions and feedback',
'Trial period and general inquiries']
[17]:
condensed_requests = (
condensed_lists.filter("topic == 'caller requests'").select("condense").first()
)
condensed_requests
[17]:
['Technical support and troubleshooting',
'Account access and password issues',
'Software updates and upgrades',
'Subscription and trial information',
'Feature usage tutorials and instructions',
'Project management tools and features',
'Team collaboration and user management',
'Exporting and synchronization issues',
'Cost estimation and budgeting tools',
'Follow-up and contact information']
[18]:
from edsl import QuestionCheckBox
q_questions_agg = QuestionCheckBox(
question_name="questions_agg",
question_text="""
Review the following call transcript and then identify the topic(s)
that the caller has questions about. Transcript: {{ transcript }}
""",
question_options=condensed_questions + ["Something else", "None of these"],
)
q_requests_agg = QuestionCheckBox(
question_name="requests_agg",
question_text="""
Review the following call transcript and then identify the topic(s)
that the caller has requests about. Transcript: {{ transcript }}
""",
question_options=condensed_requests + ["Something else", "None of these"],
)
survey = Survey([q_questions_agg, q_requests_agg])
We can use the results of the initial survey as scenarios of our follow-on questions. The to_scenario_list() method lets us do this in a single step:
[19]:
scenarios = results.select("name", "email", "transcript").to_scenario_list(
remove_prefix=True
)
scenarios[0]
[19]:
{
"name": "Emily Davis",
"email": "[email protected]",
"transcript": "\"Agent: Good morning, thank you for calling Renovation Software Solutions. How can I assist you today? Customer: Hi, I'm having trouble with the 3D rendering feature. It seems to crash every time I try to add a new room. Agent: I'm sorry to hear that. Let me check if there are any known issues with the 3D rendering feature. Can you tell me which version of the software you're using? Customer: I'm using version 5.3.2 on a Windows 10 PC. Agent: Thank you. There was a recent update that might resolve this issue. Please make sure your software is updated to the latest version. If the problem persists, we can arrange a remote support session to troubleshoot further. Could I have your name and email address to send you further instructions? Customer: Sure, it's Emily Davis, [email protected]. Agent: Great, I'll send the instructions to your email. I'll update the software and try again. If it still crashes, I'll call back. Thanks for your help. Agent: You're welcome. Have a great day! [Caller sounded frustrated]\","
}
[20]:
agg_results = survey.by(scenarios).by(agent).run()
[21]:
agg_results.columns
[21]:
['agent.agent_instruction',
'agent.agent_name',
'agent.persona',
'answer.questions_agg',
'answer.requests_agg',
'comment.questions_agg_comment',
'comment.requests_agg_comment',
'generated_tokens.questions_agg_generated_tokens',
'generated_tokens.requests_agg_generated_tokens',
'iteration.iteration',
'model.frequency_penalty',
'model.logprobs',
'model.max_tokens',
'model.model',
'model.presence_penalty',
'model.temperature',
'model.top_logprobs',
'model.top_p',
'prompt.questions_agg_system_prompt',
'prompt.questions_agg_user_prompt',
'prompt.requests_agg_system_prompt',
'prompt.requests_agg_user_prompt',
'question_options.questions_agg_question_options',
'question_options.requests_agg_question_options',
'question_text.questions_agg_question_text',
'question_text.requests_agg_question_text',
'question_type.questions_agg_question_type',
'question_type.requests_agg_question_type',
'raw_model_response.questions_agg_cost',
'raw_model_response.questions_agg_one_usd_buys',
'raw_model_response.questions_agg_raw_model_response',
'raw_model_response.requests_agg_cost',
'raw_model_response.requests_agg_one_usd_buys',
'raw_model_response.requests_agg_raw_model_response',
'scenario.email',
'scenario.name',
'scenario.transcript']
[22]:
agg_results.select("questions_agg", "requests_agg").print(format="rich")
┏━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━┳━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━┓ ┃ answer ┃ answer ┃ ┃ .questions_agg ┃ .requests_agg ┃ ┡━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━╇━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━┩ │ ['Technical issues with software features'] │ ['Technical support and troubleshooting', 'Exporting │ │ │ and synchronization issues'] │ ├────────────────────────────────────────────────────────┼────────────────────────────────────────────────────────┤ │ ['Technical issues with software features'] │ ['Technical support and troubleshooting', 'Software │ │ │ updates and upgrades', 'Follow-up and contact │ │ │ information'] │ ├────────────────────────────────────────────────────────┼────────────────────────────────────────────────────────┤ │ ['User guides and instructional materials'] │ ['Feature usage tutorials and instructions', │ │ │ 'Follow-up and contact information'] │ ├────────────────────────────────────────────────────────┼────────────────────────────────────────────────────────┤ │ ['Subscription and upgrade options'] │ ['Subscription and trial information', 'Follow-up and │ │ │ contact information'] │ ├────────────────────────────────────────────────────────┼────────────────────────────────────────────────────────┤ │ ['Technical issues with software features', 'Cost │ ['Technical support and troubleshooting', 'Cost │ │ estimation and calculation concerns', 'Support for │ estimation and budgeting tools', 'Follow-up and │ │ adjusting settings'] │ contact information'] │ ├────────────────────────────────────────────────────────┼────────────────────────────────────────────────────────┤ │ ['Account access and password issues'] │ ['Account access and password issues'] │ ├────────────────────────────────────────────────────────┼────────────────────────────────────────────────────────┤ │ ['Feature suggestions and feedback'] │ ['Project management tools and features', 'Follow-up │ │ │ and contact information'] │ ├────────────────────────────────────────────────────────┼────────────────────────────────────────────────────────┤ │ ['Team collaboration and project sharing'] │ ['Feature usage tutorials and instructions', 'Team │ │ │ collaboration and user management'] │ ├────────────────────────────────────────────────────────┼────────────────────────────────────────────────────────┤ │ ['Trial period and general inquiries'] │ ['Subscription and trial information', 'Follow-up and │ │ │ contact information'] │ ├────────────────────────────────────────────────────────┼────────────────────────────────────────────────────────┤ │ ['Technical issues with software features', 'Project │ ['Technical support and troubleshooting', 'Software │ │ exporting and file issues'] │ updates and upgrades', 'Exporting and synchronization │ │ │ issues', 'Follow-up and contact information'] │ └────────────────────────────────────────────────────────┴────────────────────────────────────────────────────────┘
Visualizations
We can turn the results into a dataframe and inspect the totals:
[23]:
import matplotlib.pyplot as plt
import ast
[24]:
df = agg_results.to_pandas(remove_prefix=True)
[25]:
# Convert the string representations of lists to actual lists
df["questions_agg"] = df["questions_agg"].apply(ast.literal_eval)
df["requests_agg"] = df["requests_agg"].apply(ast.literal_eval)
# Explode the lists into individual rows
questions_exploded = df.explode("questions_agg")
requests_exploded = df.explode("requests_agg")
# Count the frequency of each item
questions_counts = questions_exploded["questions_agg"].value_counts().reset_index()
questions_counts.columns = ["Question", "Count"]
requests_counts = requests_exploded["requests_agg"].value_counts().reset_index()
requests_counts.columns = ["Request", "Count"]
[26]:
# Plotting
fig, axes = plt.subplots(1, 2, figsize=(14, 7))
# Bar plot for questions
axes[0].barh(questions_counts["Question"], questions_counts["Count"], color="skyblue")
axes[0].set_title("Frequency of Questions")
axes[0].set_xlabel("Count")
axes[0].set_ylabel("Question")
# Bar plot for requests
axes[1].barh(requests_counts["Request"], requests_counts["Count"], color="lightgreen")
axes[1].set_title("Frequency of Requests")
axes[1].set_xlabel("Count")
axes[1].set_ylabel("Request")
plt.tight_layout()
plt.show()
[27]:
# Display the counts
print("Questions Count Table:")
print(questions_counts)
print("\nRequests Count Table:")
print(requests_counts)
Questions Count Table:
Question Count
0 Technical issues with software features 4
1 User guides and instructional materials 1
2 Subscription and upgrade options 1
3 Cost estimation and calculation concerns 1
4 Support for adjusting settings 1
5 Account access and password issues 1
6 Feature suggestions and feedback 1
7 Team collaboration and project sharing 1
8 Trial period and general inquiries 1
9 Project exporting and file issues 1
Requests Count Table:
Request Count
0 Follow-up and contact information 7
1 Technical support and troubleshooting 4
2 Exporting and synchronization issues 2
3 Software updates and upgrades 2
4 Feature usage tutorials and instructions 2
5 Subscription and trial information 2
6 Cost estimation and budgeting tools 1
7 Account access and password issues 1
8 Project management tools and features 1
9 Team collaboration and user management 1
Exporting results
We can export the results as a CSV:
[28]:
agg_results.to_csv("customer_calls_analysis.csv")
Please see our documentation page for examples of other methods and use cases!
Posting content to the Coop
[29]:
from edsl import Notebook
[30]:
n = Notebook(path = "summarizing_transcripts.ipynb")
[31]:
n.push(description = "Example code for summarizing transcripts", visibility = "public")
[31]:
{'description': 'Example code for summarizing transcripts',
'object_type': 'notebook',
'url': 'https://www.expectedparrot.com/content/0e6c9fa1-402e-41e7-8730-e35d45284383',
'uuid': '0e6c9fa1-402e-41e7-8730-e35d45284383',
'version': '0.1.33.dev1',
'visibility': 'public'}
Updating content at the Coop:
[32]:
n = Notebook(path = "summarizing_transcripts.ipynb") # resave
[33]:
n.patch(uuid = "0e6c9fa1-402e-41e7-8730-e35d45284383", value = n)
[33]:
{'status': 'success'}