Bulk analyze conversations using the API

You have the option to analyze a random subset of the conversations, a filtered subset of conversations or a combination thereof in a single request in Contact Center AI Insights.

Note: A maximum of 10k conversations can be analyzed per API request. Only one concurrent bulk analysis operation is allowed.

Prerequisites

1. Make sure that the Cloud Storage, Speech-to-Text and Insights APIs are enabled on your Google Cloud project.
2. Make sure that your conversation data is uploaded into Contact Center AI Insights.

Sample Commands

Permissions required for this task

To perform this task, you must have the following permissions:

• contactcenterinsights.analyses.create

REST

Refer to the conversations:bulkAnalyze API endpoint for complete details. See the Conversation reference documentation for more information about this resource.

Before using any of the request data, make the following replacements:

• PROJECT_ID: your Google Cloud Platform project ID.
• ANALYSIS_PERCENTAGE: Percentage of the conversations to randomly analyze.

Note: All the examples are using the global Contact Center AI Insights instance. Refer to Regionalization for instructions on using regional instances.

HTTP method and URL:

POST https://contactcenterinsights.googleapis.com/v1/projects/PROJECT_ID/locations/us-central1/conversations:bulkAnalyze

Request JSON body:

{
  "analysisPercentage": ANALYSIS_PERCENTAGE
}

To send your request, expand one of these options:

curl (Linux, macOS, or Cloud Shell)

Note: The following command assumes that you have logged in to the gcloud CLI with your user account by running gcloud init or gcloud auth login , or by using Cloud Shell, which automatically logs you into the gcloud CLI . You can check the currently active account by running gcloud auth list.

Save the request body in a file named request.json, and execute the following command:

curl -X POST \
     -H "Authorization: Bearer $(gcloud auth print-access-token)" \
     -H "Content-Type: application/json; charset=utf-8" \
     -d @request.json \
     "https://contactcenterinsights.googleapis.com/v1/projects/PROJECT_ID/locations/us-central1/conversations:bulkAnalyze"

PowerShell (Windows)

Note: The following command assumes that you have logged in to the gcloud CLI with your user account by running gcloud init or gcloud auth login . You can check the currently active account by running gcloud auth list.

Save the request body in a file named request.json, and execute the following command:

$cred = gcloud auth print-access-token
$headers = @{ "Authorization" = "Bearer $cred" }

Invoke-WebRequest `
    -Method POST `
    -Headers $headers `
    -ContentType: "application/json; charset=utf-8" `
    -InFile request.json `
    -Uri "https://contactcenterinsights.googleapis.com/v1/projects/PROJECT_ID/locations/us-central1/conversations:bulkAnalyze" | Select-Object -Expand Content

You should receive a JSON response similar to the following:

{
  "name": "projects/PROJECT_ID/locations/us-central1/operations/OPERATION_ID",
}

(Optional) Analyze conversations using a filter

You can view a full list of filters on the Conversation filtering page.

REST

Before using any of the request data, make the following replacements:

• PROJECT_ID: your Google Cloud Platform project ID.
• ANALYSIS_PERCENTAGE: Percentage of the conversations to randomly analyze.
• FILTER: Filter conversations. API reference

Note: All the examples are using the global Contact Center AI Insights instance. Refer to Regionalization for instructions on using regional instances.

HTTP method and URL:

POST https://contactcenterinsights.googleapis.com/v1/projects/PROJECT_ID/locations/us-central1/conversations:bulkAnalyze

Request JSON body:

{
  "analysisPercentage": ANALYSIS_PERCENTAGE
  "filter": 'FILTER''
}

To send your request, expand one of these options:

curl (Linux, macOS, or Cloud Shell)

Note: The following command assumes that you have logged in to the gcloud CLI with your user account by running gcloud init or gcloud auth login , or by using Cloud Shell, which automatically logs you into the gcloud CLI . You can check the currently active account by running gcloud auth list.

Save the request body in a file named request.json, and execute the following command:

curl -X POST \
     -H "Authorization: Bearer $(gcloud auth print-access-token)" \
     -H "Content-Type: application/json; charset=utf-8" \
     -d @request.json \
     "https://contactcenterinsights.googleapis.com/v1/projects/PROJECT_ID/locations/us-central1/conversations:bulkAnalyze"

PowerShell (Windows)

Note: The following command assumes that you have logged in to the gcloud CLI with your user account by running gcloud init or gcloud auth login . You can check the currently active account by running gcloud auth list.

Save the request body in a file named request.json, and execute the following command:

$cred = gcloud auth print-access-token
$headers = @{ "Authorization" = "Bearer $cred" }

Invoke-WebRequest `
    -Method POST `
    -Headers $headers `
    -ContentType: "application/json; charset=utf-8" `
    -InFile request.json `
    -Uri "https://contactcenterinsights.googleapis.com/v1/projects/PROJECT_ID/locations/us-central1/conversations:bulkAnalyze" | Select-Object -Expand Content

You should receive a JSON response similar to the following:

{
  "name": "projects/PROJECT_ID/locations/us-central1/operations/OPERATION_ID",
}

(Optional) Configure the analysis

REST

Before using any of the request data, make the following replacements:

• PROJECT_ID: your Google Cloud Platform project ID.
• ANALYSIS_PERCENTAGE: Percentage of the conversations to randomly analyze.
• PHRASE_MATCHER(s): The fully qualified phrase matcher resource names of the phrase matchers you want to use for the phrase matcher annotator. If left empty, all active phrase matchers will run.
• ISSUE_MODEL(s): The fully qualified resource names of the issue models you want to use for the issue model annotator. Only works if run_issue_model_annotator is true. If left empty, all deployed issue models will run. Currently limited to 1 deployed model.

Note: All the examples are using the global Contact Center AI Insights instance. Refer to Regionalization for instructions on using regional instances.

HTTP method and URL:

POST https://contactcenterinsights.googleapis.com/v1/projects/PROJECT_ID/locations/us-central1/conversations:bulkAnalyze

Request JSON body:

{
  "analysisPercentage": ANALYSIS_PERCENTAGE
  "annotatorSelector": {
    "run_interruption_annotator": {true/false},
    "run_silence_annotator": {true/false},
    "run_phrase_matcher_annotator": {true/false},
    "phrase_matchers": PHRASE_MATCHER(s),
    "run_sentiment_annotator": {true/false},
    "run_entity_annotator": {true/false},
    "run_intent_annotator": {true/false},
    "run_issue_model_annotator": {true/false}
    "issue_models": ISSUE_MODEL(s)
  }
}

To send your request, expand one of these options:

curl (Linux, macOS, or Cloud Shell)

Note: The following command assumes that you have logged in to the gcloud CLI with your user account by running gcloud init or gcloud auth login , or by using Cloud Shell, which automatically logs you into the gcloud CLI . You can check the currently active account by running gcloud auth list.

Save the request body in a file named request.json, and execute the following command:

curl -X POST \
     -H "Authorization: Bearer $(gcloud auth print-access-token)" \
     -H "Content-Type: application/json; charset=utf-8" \
     -d @request.json \
     "https://contactcenterinsights.googleapis.com/v1/projects/PROJECT_ID/locations/us-central1/conversations:bulkAnalyze"

PowerShell (Windows)

Note: The following command assumes that you have logged in to the gcloud CLI with your user account by running gcloud init or gcloud auth login . You can check the currently active account by running gcloud auth list.

Save the request body in a file named request.json, and execute the following command:

$cred = gcloud auth print-access-token
$headers = @{ "Authorization" = "Bearer $cred" }

Invoke-WebRequest `
    -Method POST `
    -Headers $headers `
    -ContentType: "application/json; charset=utf-8" `
    -InFile request.json `
    -Uri "https://contactcenterinsights.googleapis.com/v1/projects/PROJECT_ID/locations/us-central1/conversations:bulkAnalyze" | Select-Object -Expand Content

You should receive a JSON response similar to the following:

{
  "name": "projects/PROJECT_ID/locations/us-central1/operations/OPERATION_ID",
}

Poll the operation

Creating an analysis returns a long-running operation. Long-running methods are asynchronous, and the operation might not yet be completed when the method returns a response. You can poll the operation to check on its status. See the long-running operations page for details and code samples.

Cancel the operation

Permissions required for this task

To perform this task, you must have the following permissions:

• contactcenteraiplatform.operations.cancel

REST

Before using any of the request data, make the following replacements:

• PROJECT_ID: your Google Cloud Platform project ID.
• OPERATION_ID: the ID of the conversation you want to analyze. This value was returned when you created the operation.

Note: All the examples are using the global Contact Center AI Insights instance. Refer to Regionalization for instructions on using regional instances.

HTTP method and URL:

POST https://contactcenterinsights.googleapis.com/v1/projects/PROJECT_ID/locations/us-central1/operations/OPERATION_ID:cancel

To send your request, expand one of these options:

curl (Linux, macOS, or Cloud Shell)

Note: The following command assumes that you have logged in to the gcloud CLI with your user account by running gcloud init or gcloud auth login , or by using Cloud Shell, which automatically logs you into the gcloud CLI . You can check the currently active account by running gcloud auth list.

Execute the following command:

curl -X POST \
     -H "Authorization: Bearer $(gcloud auth print-access-token)" \
     -H "Content-Type: application/json; charset=utf-8" \
     -d "" \
     "https://contactcenterinsights.googleapis.com/v1/projects/PROJECT_ID/locations/us-central1/operations/OPERATION_ID:cancel"

PowerShell (Windows)

Note: The following command assumes that you have logged in to the gcloud CLI with your user account by running gcloud init or gcloud auth login . You can check the currently active account by running gcloud auth list.

Execute the following command:

$cred = gcloud auth print-access-token
$headers = @{ "Authorization" = "Bearer $cred" }

Invoke-WebRequest `
    -Method POST `
    -Headers $headers `
    -Uri "https://contactcenterinsights.googleapis.com/v1/projects/PROJECT_ID/locations/us-central1/operations/OPERATION_ID:cancel" | Select-Object -Expand Content

You should receive a JSON response similar to the following:

{}