Create and analyze a conversation using the console

Prerequisites

1. Make sure that the Cloud Storage, Speech-to-Text and Insights APIs are enabled on your Google Cloud project.

Overview

Conversations can be viewed in Contact Center AI Insights after a corresponding Conversation object has been created and analyzed. This how-to guide walks you through the process of creating and analyzing a conversation using the CCAI Insights console.

Stage on Cloud Storage

Permissions required for this task

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

• storage.objects.list
• storage.objects.create

Chat Conversation

1. Upload the conversation's chat transcript as an object in your Cloud Storage bucket. Make a note of the object path, which is formatted as gs://<bucket>/<object>.

   The chat transcript file must be supplied as a JSON-formatted file that matches the CCAI conversation data format.

Voice Conversation

1. Upload the conversation's audio and transcript files as objects in your Cloud Storage bucket. Make a note of the two object paths, which are formatted as gs://<bucket>/<object>.

   Note: The transcript files must be the returned result of a Cloud Speech-to-Text API transcription. Specifically, it must match the response returned from audio recognition. The response is identical for synchronous recognition and asynchronous recognition across all Speech-to-Text API versions. Other transcription formats are unsupported and will result in an error during conversation analysis.
   Note: Only audio with two channels is supported. More or fewer channels will result in an error during conversation analysis.

Create a conversation

Permissions required for this task

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

• resourcemanager.projects.get
• contactcenterinsights.conversations.upload

1. Navigate to the CCAI Insights console.
2. If prompted, sign in using your Google Account.
3. Enter your project ID.
4. Click the Import button at the top left of the conversations list view.
5. Select either the Voice or Chat tab, depending on the type of conversation you want to create.

Chat conversation

1. Enter the Cloud Storage bucket path for the transcript file in the Transcript URI field.
2. Enter the agent ID in the Agent ID field. This is the unique identifier used by Insights for the agent in the conversation.

Voice conversation

1. Enter the Cloud Storage bucket path for the audio file in the Audio URL field.
2. Enter the Agent ID in the agent ID field. This is the unique identifier used by Contact Center AI Insights for the agent in the conversation.
3. Select either 1 or 2 to indicate the audio track the agent is on.
4. Enter the Cloud Storage bucket path for the transcript file in the Transcript URI field.

Once you have entered the required information, click Import to import the conversation into Contact Center AI Insights. When the conversation is finished being created, you will receive a notification indicating that the conversation has been successfully imported.

Note: If the languageCode field is not set, CCAI Insights will automatically infer it.

Analyze a conversation

Once a Conversation object is created in Insights, it must be analyzed in order to produce useful results. A single Conversation object can be analyzed many times, and each separate analysis creates a new Analysis object. If the languageCode field is not set, CCAI Insights will automatically infer it. Refer to the language support documentation for a list of languages supported for analysis.

Permissions required for this task

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

• resourcemanager.projects.get
• contactcenterinsights.conversations.list
• contactcenterinsights.conversations.get
• contactcenterinsights.analyses.create

1. Click the name of the conversation in the conversation list view table.
2. Once the conversation details page has loaded, click the button at the top of the page that reads "Start analysis".
3. The analysis may take some time. You can leave the page and come back later.
4. Once the analysis has completed, you will see the results on the conversation details page.

View your conversations

You can view your Contact Center AI Insights conversations and analyses in the console. When an operation reports completion, a new table entry for the conversation and analysis will appear. If a conversation has multiple analyses, the console displays the results from the most recent analysis.

To view the conversation cover page:

Permissions required for this task

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

• resourcemanager.projects.get
• contactcenterinsights.conversations.list

1. Navigate to the Contact Center AI Insights console.
2. If prompted, sign in using your Google Account.
3. Enter your project ID.

Before you create any conversations, the page is empty. After conversations are created, the results appear on this page.