Integrations
The following changes have been made in integrations.
Live transcription and AI analysis
Live transcription and AI analysis has reached general availability and the service has been improved in several ways.
There is now a Plus tier available for live transcription. It supports more languages than the already previously available Base tier and allows you to define the languages used in the interpretation, which improves the accuracy of the transcription.
The accuracy of the AI analysis has been improved by:
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sending the transcript to AI more often during the call
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sending the full transript after the call ends, making it possible for AI to produce a more accurate analysis
The AI analysis is now saved to the database, which means users can view it in Communication Panel's History view after the call.
A JSON validator and a Prettify button has been added to the Transcript parameters field in System Configurator ( and ) used for configuring live transcription of calls.
Post-chat AI analysis
It's now possible to analyze a chat's content using AI. The analysis is shown in Communication Panel when the chat has ended.
By default, the AI analysis shows you the following in the Conversation details extension:
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Language
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Context
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Keywords
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Sentiment
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Summary
In addition, you can customize the analysis by specifying instructions given to AI.
If you have an integration to SAP Service Cloud (C4C) or SAP Service Cloud Version 2, you can also save the AI analysis there.
Other Sinch products
Sinch Chat is compliant with European regulations (EAA) and international accessibility standards (WCAG).