Integrate conversation data

You can integrate conversation data into Conversational Insights in two ways:

  • Using the Google Cloud Contact Center as a Service.
  • Directly from your telephony provider using SIPREC, Dialogflow, and Agent Assist.

You can also import conversations using the Conversational Insights API.

Prerequisite

To integrate conversation data into Conversational Insights from Dialogflow and Agent Assist you must enable Dialogflow runtime integration.

Google Cloud CCaaS

Google Cloud Contact Center as a Service integrates natively with Conversational Insights to provide the ability to automatically ingest call conversation audio files as well as chat transcripts stored in Cloud Storage.

To configure Google Cloud CCaaS to use Conversational Insights, see Conversational Insightsintegration.

Telephony provider

Integrating conversation data directly from your telephony provider into Conversational Insights involves using: