Contact Center AI Insights (Preview)

Contact Center AI Insights (Preview) helps users detect and visualize patterns in their contact center data. Understanding conversational data drives business value, improves operational efficiency, and provides a voice for customer feedback.

You can import your raw contact center interaction data into Insights in order to:

  • Run machine learning analytics to gain additional information such as agent and caller sentiment, entity identification, and call topics.
  • Automatically identify interesting interactions in need of further review.
  • Review a conversation with audio playback, transcript synchronization and analytics annotations.
  • Export your data to BigQuery for custom analysis or visualization in Looker.

Insights seamlessly integrates with all other Contact Center AI Solution products, allowing you to import conversations from Dialogflow and Agent Assist.