AI analysis

In addition to call transcription, you can have an AI analysis done to the conversation.

Configuration

To configure an AI analysis to be done to the call recording:

  1. Define field name AI-analysis in the attached data configuration at System Management > Channels > Voice Channel > Extra Data Settings > Extra Data Included in Statistics.

  2. Set parameter ai_analytics as true in your event-driven integartion's JSON donfiguration:

    "body": {
      "s3_key": "{contact.cad.s3_key}",
      "s3_bucket": "{contact.cad.s3_bucket}",
      "s3_root": "{contact.cad.s3_root}",
      "cmi_url": "https://8h6b51di7x.execute-api.eu-central-1.amazonaws.com/acme/cmi",
      "cmi_user": "transcript.user",
      "ai_analytics": true,
      "recording_id": "{contact.cad.recording_id}",
      "contact_id": "{contact.id}"
    },

AI analysis shown in Communication Panel

The AI analysis shows you the following in Communication Panel's Conversation details extension:

  • Language
  • Context
  • Keywords
  • Sentiment
  • Summary