This page documents production updates to Insights. You can periodically check this page for announcements about new or updated features, bug fixes, known issues, and deprecated features.
You can see the latest product updates for all of Google Cloud on the Google Cloud page, browse and filter all release notes in the Google Cloud console, or programmatically access release notes in BigQuery.
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November 14, 2024
Contact Center AI Insights now offers Analysis rules as a preview feature to customize your conversation analyses. Analysis rules provide the following customizations for your conversation analyses:
- Filter conversations
- Select a percentage of your dataset
- Designate different types of analysis
For more information, see the documentation.
October 24, 2024
You can now use Quality AI as a GA feature within the Insights console to evaluate contact center conversations and agent performance more efficiently. Quality AI automates conversation scoring so that all conversations are taken into account. See the Overview, Basics, Setup Guide, and Best Practices pages for more details.
August 19, 2024
You can now use Quality AI as a preview feature within the Insights console to evaluate contact center conversations and agent performance more efficiently. See the Overview, Basics, Setup Guide, and Best Practices pages for more details.
October 09, 2023
You can now use the CCAI Insights API to ingest audio conversation data in bulk from a Cloud Storage bucket. Optionally, you can apply redaction prior to import and transcribe the audio using custom Speech-to-Text settings. See the documentation for details.
March 31, 2023
You can now use the CCAI Insights API to upload your audio conversation data from a Cloud Storage bucket. Optionally, you can apply redaction and analyses to your conversation prior to upload. See the documentation for details
November 15, 2022
Topic modeling is now a GA feature. Topic modeling helps you discover topics (call drivers) in conversations between contact center agents and end-users. For more information, see the documentation.
May 20, 2022
CCAI Insights now offers GA support for Access Transparency integration. See the Access Transparency documentation for details.
November 15, 2021
CCAI Insights now offers GA support for VPC Service Controls integration. See the VPCSC documentation for details.
October 12, 2021
The CCAI Insights v1 endpoint is now GA. See the documentation for details.