You can integrate conversation data into Contact Center AI Insights in two ways:
- Using the Contact Center AI Platform.
- Directly from your telephony provider using SIPREC, Dialogflow, and Agent Assist.
You can also import conversations using the CCAI Insights API.
Prerequisite
To integrate conversation data into Contact Center AI Insights from Dialogflow and Agent Assist you must enable Dialogflow runtime integration.
CCAI Platform
Contact Center AI Platform integrates natively with Contact Center AI Insights to provide the ability to automatically ingest call conversation audio files as well as chat transcripts stored in Cloud Storage.
To configure CCAI Platform to use Contact Center AI Insights, see CCAI Insights integration.
Telephony provider
Integrating conversation data directly from your telephony provider into Contact Center AI Insights involves using:
- SIPREC
- Google telephony platform
- Dialogflow
- Agent Assist
- Contact Center AI Insights