You can opt in to the Dialogflow runtime integration feature to integrate data from other Dialogflow-powered Contact Center AI services into Insights. These services also include Agent Assist and virtual agents.
Dialogflow runtime integration use cases
We recommend that you enable this feature if you use Agent Assist or Virtual Agent to create conversations and you want to use Insights features on these conversations. For example, Dialogflow runtime integration is useful if you want to:
- View your conversations and their metadata from a user interface.
- Run more machine learning analytics on your conversations.
- Export your conversations to BigQuery for custom analysis or visualization in Looker.
How Dialogflow runtime integration works
One-time sync for every new conversation
After you enable Dialogflow runtime integration, Insights will create a representation of this conversation and its associated metadata each time you complete a conversation in Agent Assist or Virtual Agent. If the source conversation has a transcript, Insights will generate additional metadata for it if you specified a percentage of conversations to be analyzed in your analysis rule or project settings. The default analysis percentage is 0.
If you modify the source data from Agent Assist or a Virtual Agent, the Insights representation of the data won't be affected. The opposite is also true.
Synced data can be queried and exported from Insights
Conversations exported to Insights will be queryable from Insights along with their associated metadata. You can also export conversation data to BigQuery to perform your own raw queries.
What's next
To enable Dialogflow runtime integration, see the Dialogflow runtime integration quickstart.