A sales enablement team wants Conversation Intelligence to flag whenever competitor 'Northwind Traders' is mentioned during recorded calls, in addition to the built-in brand and competitor keywords already tracked. Which action correctly extends this capability?
Select an answer to reveal the explanation.
Short Explanation
Whenever the built-in call analytics already track a set of names and you want to add one more, the first place to look is the settings where those tracked terms live, not somewhere further downstream. Conversation Intelligence lets you add your own keyword group, so dropping the competitor's name in there gets it tracked the same way the existing brand and competitor terms are. Retraining the speech engine is solving a problem that does not exist, since the software already hears and transcribes the name fine; the gap was only ever about what gets flagged afterward. Building a nightly script to search transcripts and email people duplicates a feature that is already sitting there natively, and it trades real-time flagging for a next-day report. And adding the name to the product catalog puts it in a completely different part of the system that has nothing to do with what call analytics listens for. Extend the feature where it is actually configured.
Full Explanation
The correct answer is D. Conversation Intelligence is designed to be extended by adding custom keyword groups in its settings, so registering Northwind Traders there makes it a tracked term in call analytics alongside the built-in keywords, with no separate integration work required. Option A is incorrect because retraining the speech-to-text model is unnecessary and disproportionate; the transcription engine already converts the spoken name to text correctly, the gap is only in what keywords are flagged, which is a configuration issue, not a recognition issue. Option B is incorrect because building a nightly scanning flow duplicates functionality Conversation Intelligence already provides natively and introduces a delay, meaning managers would learn about mentions up to a day late instead of seeing them in near-real-time call analytics. Option C is incorrect because the product catalog is used for tracking products and pricing on opportunity records, not for configuring what Conversation Intelligence listens for in call audio, so adding an entry there has no effect on call flagging. Using the native keyword group setting is the direct, purpose-built extension.