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# Programs

Programs are sets of instructions that tell SpeechMiner what content to try to identify in the audio of a particular type of call. Each type of call that SpeechMiner analyzes should have its own custom-designed Program. For example, each sales campaign should have a Program that defines how calls that are part of the campaign should be processed. Conversely, every call that is received by SpeechMiner is automatically assigned a Program before it is processed.

Programs can configure SpeechMiner to perform the following types of content processing:

- Speech: Transcribing all of the speech it recognizes in a call
- Topics: Identifying speech that indicates a specific intent by searching for predefined terms in call audio
- Non-linguistic characteristics: Identifying non-verbal parts of a call, such as silence, a busy signal, a key press, or caller-agitation

A Topic is a list of alternative phrases ("terms") that reflect a particular intent. Programs can include multiple Topics; SpeechMiner searches for all of the terms in all of the Topics when it processes calls in a Program.

Each Program is organized as a structure diagram that links content types in a consecutive string to mimic the expected flow of the conversation. The diagram is used to tell SpeechMiner where in a call the content must be found in order to match the requirements. For example, a structure diagram could show a "Loan Offer" Topic at the beginning of a call, followed by a "Disclaimer" Topic, and, finally, a "Contact Information" Topic.

See also

Events: Topics and Non-Linguistic Data
Call Classification: Categories
Language Support
Overview of the Interface
Typical Workflows