How to use broad match keywords?

When you add keywords to a Topic or a subtopic, by default Playvox Customer AI applies a broad match.

This saves you from having to specify all possible word or phrase variations and increases the number of potential matches.

For example, if you add "cancel account" as a keyword, all of the following mentions will be returned as matches:

  • " do I cancel account..."
  • "...what's the policy for cancelling an account..."
  • " premium account was cancelled..."

A match will be created if:

  • mention contains word stem(s)
  • keywords are in any order
  • keywords are separated by up to three words