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Use annotations to flag specific issues you find during call review — a word the ASR misheard, or a question the agent could not answer. Annotations create a running log of improvements, so you can track what needs fixing and measure progress over time.

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Annotation types

  • Wrong transcription: The ASR (automatic speech recognition) produced an incorrect transcript. Use this when the agent misheard the caller.
  • Missing topic: The agent could not answer a question because no matching topic exists in the Knowledge area.
conversations-error

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How to annotate a conversation

  1. Open a conversation in Analytics > Conversations.
  2. Find the turn where the issue occurred.
  3. Click the annotation icon next to the turn.
  4. Select the annotation type (Wrong transcription or Missing topic).
  5. Add optional notes to describe the issue.
  6. Save the annotation.

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What happens after you annotate

  • Annotations are saved against the conversation and visible to anyone with access to Conversation Review.
  • You can share annotations with your PolyAI representative to help improve ASR accuracy or agent behavior.
  • Use the Missing topic annotations to identify gaps in your Knowledge area and prioritize new topics to add.
  • Over time, annotations create a log of recurring issues that helps you track improvement.

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Best practices

  • Annotate consistently — Review a sample of conversations regularly and annotate issues as you find them.
  • Be specific in notes — Include what the caller actually said (for wrong transcriptions) or what question went unanswered (for missing topics).
  • Act on annotations — Use them as input when updating your Knowledge area, ASR keyphrase boosting, or transcript corrections.
Last modified on March 31, 2026