You can integrate conversation data into Contact Center AI Insights in two ways:
- Using the Contact Center AI Platform.
- Directly from your telephony provider using SIPREC, Dialogflow, and Agent Assist.
You can also import conversations using the CCAI Insights API.
Prerequisite
To integrate conversation data into Contact Center AI Insights from Dialogflow and Agent Assist you must enable Dialogflow runtime integration.
CCAI Platform
Contact Center AI Platform users can integrate conversation data from Dialogflow and Agent Assist into Contact Center AI Insights.
These are the primary paths for using Contact Center AI Platform to integrate conversation data with Contact Center AI Insights:
- If you already use Dialogflow and Agent Assist, integrate your data into Contact Center AI Insights using Dialogflow runtime integration.
- To integrate your conversation data only with Contact Center AI Insights, follow the steps to enable Contact Center AI Insights.
Telephony provider
Integrating conversation data directly from your telephony provider into Contact Center AI Insights involves using:
- SIPREC
- Google telephony platform
- Dialogflow
- Agent Assist
- Contact Center AI Insights