A conversation is a customer call, meeting, or interview. Evidence is something a customer said that tells you what they need. Sygnyfy's Signals Discovery Agent reads each conversation and proposes the evidence for you to review.
Logging a conversation
Choose Log a conversation on the home page, on the Customers page, or from the + menu at the top.
- Customer: the company the conversation was with. Start typing to search.
- Short description: a title, such as "Q4 roadmap review".
- Primary contact and date.
- Transcript: paste text, or upload a .txt, .vtt, .srt, or .docx file. Caption files from Zoom, Teams, and Google Meet work as they are.
Sygnyfy detects the speakers as you paste. Check that the names look right before you save: speakers whose names match members of your Sygnyfy organization are treated as your team, and their statements aren't turned into evidence.
What the analysis does
When you choose Save and analyze (or Analyze on a saved conversation):
- Personal data in the transcript, such as names, emails, and phone numbers, is replaced with aliases. See Data and privacy.
- The Signals Discovery Agent reads the aliased transcript and picks out statements of customer need, problems, and requests. Statements from your own team are left out.
- Each statement becomes a piece of evidence with the speaker and timestamp, and a suggestion: an existing need it matches, or a new need to create.
- You get a short summary of the call.
The conversation's state changes from New to Analyzing to Analyzed. When every piece of evidence has been accepted or rejected, it becomes Processed.
Reviewing evidence
Each piece of evidence has three actions:
- Accept links it to the suggested need. If the suggestion is a new need, Sygnyfy creates it as a draft.
- Change need lets you pick a different need, or create one.
- Reject marks it as not useful, for example small talk.
Nothing is linked or created until you choose. Evidence you haven't decided on stays in the Signals queue in the Need Designer.
Tips for better results
- Invite the teammates who join customer calls, so their statements are recognized as your team's.
- Use transcripts with speaker names. Captions with "Speaker 1" still work, but evidence is easier to review with real names.
- Add the customer's people as contacts first, so Sygnyfy recognizes them exactly.
- One conversation per call. Very long transcripts are fine; analysis takes a little longer.
- If you edit the transcript, choose Re-analyze. Evidence you've already decided on is kept.
Other ways to add evidence
You can also create evidence by hand from the Evidence list under Customers, or import it from CSV. Each piece of evidence has a type: meeting, case, survey, test, or research.