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Using audio data with Agent Assist requires a telephony integration similar to Dialogflow Conversational Agents. Unlike Conversational Agents, Agent Assist uses SIPREC endpoints to send audio through SRTP.
Telephony integration works in combination with Speech-to-Text to generate transcripts of your audio data before Agent Assist can use it to generate suggestions. Depending on your business needs, telephony integration can also be used in combination with Conversational Insights to analyze conversation data or Cloud Storage to store audio data and transcripts.
[[["Easy to understand","easyToUnderstand","thumb-up"],["Solved my problem","solvedMyProblem","thumb-up"],["Other","otherUp","thumb-up"]],[["Hard to understand","hardToUnderstand","thumb-down"],["Incorrect information or sample code","incorrectInformationOrSampleCode","thumb-down"],["Missing the information/samples I need","missingTheInformationSamplesINeed","thumb-down"],["Other","otherDown","thumb-down"]],["Last updated 2025-08-19 UTC."],[[["\u003cp\u003eAgent Assist uses audio conversation data alongside chat data, enabled by the SIPREC endpoint.\u003c/p\u003e\n"],["\u003cp\u003eSIPREC works with Speech-to-Text to transcribe audio, and can also integrate with Conversational Insights or Cloud Storage.\u003c/p\u003e\n"],["\u003cp\u003eThe SIPREC protocol involves a Session Recording Client (SRC) and a Session Recording Server (SRS) for recording metadata and media.\u003c/p\u003e\n"],["\u003cp\u003eCommon Session Recording Clients (SRCs) include SBCs like Cisco Cube and PBX systems such as Broadworks, among many other compatible systems.\u003c/p\u003e\n"],["\u003cp\u003eImplementing SIPREC requires custom design for each customer, typically taking several months, and interested parties should contact their Google representative.\u003c/p\u003e\n"]]],[],null,[]]
