Configuring live transcription and AI settings

With these settings, you can configure live transcription and AI analysis during the phone call for incoming queue calls. Communication Panel agents can see both the transcription and analysis or only the analysis, depending on the configuration.

For users to see the transcription and analysis in Communication Panel, you'll also need to configure related settings for the user settings template.

Note:

AI analysis happens based on the live transcription. Therefore, if you want to use AI analysis, transcription must be On.

Transcription

To use live transcription, select On in the Use live transcription field.

If you want to turn off capitalization and punctuation, which is on by default, set the value of the format_turns parameter as false in the Transcription parameters field.

Example:

{
  "format_turns": false
  
}

AI analysis

To have an AI analysis done during the call, select On in the Use AI analysis field.

By default, the analysis includes fields:

  • Suggested actions: three best suggestions for next steps in the conversation

  • Context: a concise characterization of the context of the conversation

  • Keywords: a few keywords to describe the conversation

  • Language: the language of the conversation

  • Sentiment: the customer sentiment in the conversation

  • Summary: a compact summary of the conversation

You can customize the AI analysis to suit your needs by specifying the prompt in the Custom AI instructions field. This makes it possible, for example, to:

  • Highlight any billing issues in the summary.

  • Replace personal information with a placeholder to hide sensitive data from the summary.

  • Add a dedicated Offer field to flag upsell possibilities to offer the customer upgrades or additional services.