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Language Operators

Language Operators use artificial intelligence and machine learning technologies to provide additional analysis and insights on your Transcripts.

Operator types

You can use two Language Operator Types with a Voice Intelligence Service:

Pre-built Language Operators: Twilio creates these in-house or trains them using third-party AI models. Twilio trains Pre-built Operators across a wide swath of data, mapping them to information that's independent of your industry or use case. These are Twilio-maintained Operators that you can't customize.
Custom Operators: You can also create customized Operators. They're text analysis Operators specific to your use case and data. For example, you can specify a keyword or a phrase to find in a Transcript or use as a category for classifying your Transcripts. Refer to the onboarding guide to learn how to create and manage Custom Operators.

Operator actions overview

Operators perform specific actions on a conversation or a sentence within a conversation. There are four types of actions that an Operator can perform.

Action	Description	Example
Classify	Classify a conversation into a predefined category	Classify if the call transferred to another agent.
Phrase matching	Determine if an event occurred or if someone mentioned a piece of data or a phrase during a conversation.	Determine whether an agent informed a customer that they're recording the call.
Classify-Extract	Extract relevant information like entities from a conversation and classify those entities into a predefined category	Identify and extract unique entities such as locations, organizations, consumer goods or people, quantities, and times.
Text generation	Create text, like a summary, based on the conversation. This doesn't apply to Custom Operators.	Create a summary highlighting key points and important information discussed in the conversation.

Multilanguage support

Custom Operators are available for all Transcription languages.

Pre-built Operator language support varies depending on the Transcription language and the Operator. For detailed information, refer to the Pre-built Operator table.