Conversational Insights

Conversational Insights helps you detect and visualize patterns in your contact center data. Understanding conversational data drives business value, improves operational efficiency, and provides a voice for customer feedback.

You can use Conversational Insights to analyze conversation data in order to:

  • Run machine learning analytics to gain additional information such as agent and caller sentiment, entity identification, and call topics. Automatically identify interesting interactions in need of further review.

  • Review a conversation with audio playback, transcript synchronization and analytics annotations.

Conversational Insights seamlessly integrates with other products, allowing you to import conversations from Dialogflow CX and Agent Assist.

Prerequisites

  • Enable Conversational Insights on a Google Cloud project. As a part of the process you must also enable the following APIs:

    • Speech-to-Text: to be able to generate transcripts from the call audio recordings.

    • Cloud Storage API: to be able to access the stored call recordings and transcripts from the Cloud Storage bucket. You can either use a pre-existing Cloud Storage bucket or create a new one.

Service account requirements

Before you can set up Agent Assist, you need to create a Google Cloud Service Account and key in the project where you will be using Conversational Insights. In addition, you need to grant the following IAM roles to your service account:

For more information on granting roles to a service account see the Google IAM Manage Access documentation.

Configure new storage

The following instructions enable you to configure Conversational Insights in the CCAI Platform portal assuming that existing External Storage configuration is not going to be used:

  1. GCS Bucket Name: Enter your Cloud Storage bucket name.

  2. Service Account Key: Drop service account key (JSON). To upload a key you will need a JSON service account key from your Service account. For more information on creating (and downloading) a service account key see Create a service account key.

  3. Browse your files > Folder Path: Enter the path to your Cloud Storage bucket to connect your data to Conversational Insights. For more information on using variables in this folder path see the Developer Settings documentation.

  4. File destinations: Voice and chat preview file paths will be generated based on your folder path entered.

  5. Click Save.

Enable Conversational Insights

  1. Go to Developer Settings > Conversational Insights and click Setup Insights.

  2. Toggle Conversational Insights to On to enable it.

  3. CCAI Platform Project ID: Enter your CCAI Platform project ID.

  4. Region: Select the required Google Cloud region from the drop-down.

  5. Send call recordings: Toggle On to send call recordings to Conversational Insights. These will be sent as mp3 files.

  6. Send chat transcripts: Toggle On to send chat transcripts to Conversational Insights. These will be sent as JSON files.

  7. Server Setup: Select Existing Google Storage.

View Conversational Insights data

After your conversation data has been uploaded, you can view your Conversational Insights data in the Conversational Insights Console.