Smart Highlights automatically detects highlights (key words or phrases) in your conversation without requiring any additional configuration. Highlight detection is powered by Dialogflow intent technology: CCAI Insights analyzes each conversation turn and categorizes the user's intention. A conversation's highlights are the words or phrases that were key to the API being able to determine the user's intent. Smart Highlights draws from a range of possible scenarios to detect highlights, such as asking to hold, ensuring that an issue was resolved, a complaint, and more. Any highlights present in a conversation are labeled in the returned transcript.
Smart Highlights is applied at the sentence level. When a highlight is detected by the CCAI Insights analyzer, a call annotation is created and included in the analysis with other annotations.
Supported Smart Highlights
| Smart Highlight | Definition | Example |
|---|---|---|
| AUTHENTICATION_INFO | Asking for information that can be used to authenticate a customer. | Can you please help me with your account number? |
| CHECK_ISSUE_RESOLVED | Checking if the issue is resolved and there are no further questions or problems. | Have I addressed your concern for today? |
| CONFIRM_ISSUE_RESOLVED | Confirming the issue was resolved. | All my questions were answered. |
Viewing Smart Highlights
You can view Smart Highlights labels in the CCAI Insights console along with other labels such as detected entities. When conversations are exported to BigQuery, labels generated by Smart Highlights are automatically included in your exporter. This lets you perform custom inspection of the data.
Smart Highlights feedback
Smart Highlights use natural language processing to identify intents within your conversation. This feature is susceptible to error, either by incorrectly identifying phrases or not identifying an accurate phrase. If you find scenario(s) in your data where a Smart Highlights does not appear to be working as described, you can provide feedback to the team by either using the Send Feedback option from the Help menu in the CCAI Insights console or by reaching out directly to contact-center-insights-feedback@google.com. In your feedback, provide the name of the smart highlighter, the phrase, and whether the phrase was missed or identified incorrectly.