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, set parameter ai_analytics as true in your event-driven integration's JSON configuration:

"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}"
    },

Customizing the AI analysis

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

  • Add a new field to the AI analysis called Call reason and derive the reason from the call transcript with a short explanatory description.

  • Highlight any billing issues in the summary.

  • Adjust the call summary length based on the transcript length. Keep summaries brief for short transcripts, and for longer transcripts ensure the summary highlights all key points.

Example of JSON configuration's body:


    "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": "transcription.user",
      "ai_analytics": true,
      "recording_id": "{contact.cad.recording_id}",
      "contact_id": "{contact.id}",
      "customAiInstructions": "Add a new field: Call reason. It should contain 1-2 sentences on why the customer called."
    },

Examples of customAiInstructions:

"customAiInstructions": "Make a summary only from the customer's speech."
"customAiInstructions": Add a new field: Call resolution. It should contain 1-2 sentences on the resolution or agreed next steps. If none, set as 'No resolution achieved during this call.'"

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