Communications Mining user guide

Last updated Aug 11, 2025

Using general fields in your application

Communications Mining™ provides multiple ways of fetching predictions, including predicted general fields. Please consult the data download overview to understand which method will work best for your use case.

Whichever method you choose, you need to be aware of the following edge-cases, and handle them in your application:

Not all expected general fields are present in the response
The response contains multiple matches for one or more general fields
Not all general fields present in the response are correct

In this section we will go through each one of these edge-cases in more detail.

Not all general fields are present in the response

You should expect to handle cases where not all expected general fields are present. In the example below, the email has the policy number, but doesn't have the insured organization name. Your application should be able to handle such partial information.

Figure 1. Missing Insured Organization

The response contains multiple matches for one or more general fields

You should also expect to handle the opposite of the previous case, namely cases where a comment has more general fields than expected. In the example below, even though we expect one policy number and insured organization name per email, the email has multiple policy numbers.

Figure 2. Multiple matches for the same general field

Note that you can use the metadata in the response when handling such cases. For example, we can choose to preferentially pick policy numbers that appear in the email subject over those that appear in the email body. The example below shows the response that the API will return for our example email.

{
  "predictions": [
    {
      "uid": "aa05ba2250de48e3.7588b85f68f81c3b",
      "labels": [...],
      "entities": [
        {
          "id": "6a1d11118b60868e",
          "name": "policy-number",
          "span": {
            "content_part": "body",
            "message_index": 0,
            "utf16_byte_start": 200,
            "utf16_byte_end": 222,
            "char_start": 100,
            "char_end": 111
          },
          "kind": "policy-number",
          "formatted_value": "GHI-0204963"
        },
        {
          "id": "6a1d11118b60868e",
          "name": "policy-number",
          "span": {
            "content_part": "subject",
            "message_index": 0,
            "utf16_byte_start": 0,
            "utf16_byte_end": 22,
            "char_start": 0,
            "char_end": 11
          },
          "kind": "policy-number",
          "formatted_value": "GHI-0068448"
        },
        {...},
        {...},
        {...}
      ]
    }
  ],
  "model": {
    "version": 31,
    "time": "2021-07-14T15:00:57.608000Z"
  },
  "status": "ok"
}{
  "predictions": [
    {
      "uid": "aa05ba2250de48e3.7588b85f68f81c3b",
      "labels": [...],
      "entities": [
        {
          "id": "6a1d11118b60868e",
          "name": "policy-number",
          "span": {
            "content_part": "body",
            "message_index": 0,
            "utf16_byte_start": 200,
            "utf16_byte_end": 222,
            "char_start": 100,
            "char_end": 111
          },
          "kind": "policy-number",
          "formatted_value": "GHI-0204963"
        },
        {
          "id": "6a1d11118b60868e",
          "name": "policy-number",
          "span": {
            "content_part": "subject",
            "message_index": 0,
            "utf16_byte_start": 0,
            "utf16_byte_end": 22,
            "char_start": 0,
            "char_end": 11
          },
          "kind": "policy-number",
          "formatted_value": "GHI-0068448"
        },
        {...},
        {...},
        {...}
      ]
    }
  ],
  "model": {
    "version": 31,
    "time": "2021-07-14T15:00:57.608000Z"
  },
  "status": "ok"
}

Not all general fields present in the response are correct

Finally, since general fields are extracted using machine learning, you should expect to receive wrong matches. The number of wrong matches will depend on the general field you are using. The Validation page of your dataset provides validation statistics to understand how a general field will perform.

Figure 3. General field validation