Use the console to import and analyze a conversation

You can import a single or multiple conversation files from a Cloud Storage bucket to Conversational Insights. You can view and analyze conversations in Conversational Insights after you import them. This guide walks you through the process of importing and analyzing a single conversation using the Insights console.

Before you begin

Enable the following APIs for your Google Cloud project:

• Cloud Storage
• Speech-to-Text
• Insights

Upload to 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

The transcript of a chat conversation must be supplied as a JSON-formatted file that matches the CCAI conversation data format. Follow these steps to add a chat transcript.

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

Voice conversation

1. Upload the conversation audio or transcript as an object in your Cloud Storage bucket.
2. Make a note of the object path, formatted as gs://<bucket>/<object>.

Note: Audio transcript files can be provided in the CCAI conversation data format or they can be the returned speech recognition result of a Speech-to-Text API transcription.

The response is identical for synchronous recognition and asynchronous recognition across all Speech-to-Text API versions. Other transcription formats aren't supported and result in an error during import.

Insights only supports audio with two channels. More or fewer channels will result in an error during conversation analysis.

Import a conversation from Cloud Storage

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 Insights console and sign in with your Google Account.

   Insights console

2. Enter your project ID.

3. Click Conversation Hub > Import.

4. Select your conversation type, either Voice or Chat.

5. Click Next.

Chat conversation

Follow these steps to import your chat conversation transcript.

1. For the Cloud Storage resource, select one of the following options:

   • File to import a single transcript file.
   • Bucket to import all transcript files within a folder in a Cloud Storage bucket.

2. Enter the path for the transcript file or folder in the Transcript URI field.

3. Click Next.

4. For the conversation data, 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

Follow these steps to import your audio conversation data.

Import a single conversation

1. For the Cloud Storage resource, select File to import a single audio file and a single transcript file.
2. Enter the path for the audio file in the Audio URI field.
3. For the transcript settings, select Provide a transcript and enter the path for the transcript file in the Transcript URI field.
4. Click Next.
5. Enter the agent ID in the Agent ID field. Insights uses this unique identifier for the agent in the conversation.
6. Select either 1 or 2 to indicate the audio track the agent is on.

Import multiple conversations

Note: Insights does not support the bulk import of transcripts together with audio or the linking of audio with transcripts. If you have both conversation audio and transcripts, make sure to save them in separate buckets.

1. For the Cloud Storage resource, select Bucket to import all the files from a folder within a Cloud Storage bucket.
2. Enter the path for the folder containing your audio files in the Audio URI field.
3. For the transcript settings, select Use default STT config in Settings to automatically transcribe audio files. Select Provide a transcript to import all your transcript files.
4. Enter the path for the folder containing transcript files in the Transcript URI field.
5. Click Next.
6. Enter the agent ID in the Agent ID field. This is the unique identifier used by Insights for the agent in the conversation.
7. Select either 1 or 2 to indicate the audio track the agent is on.

After you enter the required information, click Import to import the conversation into Insights. You should receive a notification indicating when the conversation has been successfully imported.

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

Analyze a conversation

After you import a conversation object in Insights, you can analyze it to produce useful insights. 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, 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 your conversation in the conversation list view table.
2. After the conversation details page loads, click Analyze.
3. The analysis may take some time. You can leave the page and come back later.
4. After the analysis is complete, you can view the results on the conversation details page.

View your conversations

You can view your Conversational Insights conversations and analyses in the console. When an operation reports completion, a new table entry for the conversation and analysis appears. 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 Insights console and sign in with your Google Account.

   Insights console

2. Enter your project ID.

Before you import any conversations, the page is empty. After you import conversations, the results appear on this page.