Communications Mining user guide

1. Fill in the required fields:
   • Dataset Name - Enter the name of the dataset.
   • API Name - Enter a descriptive name for your dataset using hyphens instead of spaces. For example, zendesk-cs-chats.
   • Project - You can:
     • Select an existing project from the dropdown menu where the dataset should be added. You can assign the dataset to any of the projects that you are a member of.
     • Select Create new to create a new project, fill in the Title and Name fields, and select Save.
     Note: To create a new project, you must have assigned the Tenant - Manage permission as an Automation Clud user, or the Tenant Admin permission as legacy user.
   • Use generative AI features - Use the toggle to enable or disable this option. The features provide design-time and run-time capabilities, which use third-party generative AI models. These significantly improve time to value with features such as Generative annotation.

     If you use the preview generative extraction mode, this uses a third-party LLM, and requires you to turn on the toggle for Use preview generative extraction model.

     Note: To disable third-party LLMs, make sure you turn off the Use Generative AI Features toggle for a dataset.
   • Sources - Configure one of the following options:
     • Existing source - Select an existing source from the dropdown list.
     • New source -
       1. Source Name - Enter the name of the source.
       2. API Name - Enter the API name for the source. Once added, you cannot change the API name.
          Note: To add a new source, you must have assigned the Source - Manage permission as an Automation Cloud™ user, or the Source Admin permission as a legacy user.
   • Model language - Select the model language that matches the language of your data:
     • English
     • Multilingual model - For more details, check Multilingual sources and datasets.
2. Select Next to continue to the Define labels page.

1. Select Add label to add one or multiple labels.
2. Select Import labels, and select one of the following options from the dropdown menu:
   • Copy from spreadsheet
   • Import from a dataset - Copies labels and descriptions only from an existing dataset. To copy an entire dataset, select Duplicate from the Datasets.
3. Select Next to continue to the Additional settings page.

1. Configure one or all of the following options:
   • Quality of service - When enabling this option, it automatically enables Tone Analysis and the Pretrained QoS labels.
   • Pretrained QoS labels - Add any pre-trained labels to your dataset. Some examples could include chaser, urgent, out of office, and so on. You do not have to enable any during the dataset creation. You can always enable them later in the dataset settings page.
   • Tone Analysis - Enable or disable tone analysis to understand the intent behind communication.
   • Label sentiment - Enable or disable sentiment analysis. When you enable this option, every label in the taxonomy has an associated positive or negative sentiment. For more details, check Enabling sentiment on a dataset.
2. Select Create to create the dataset.