Real-time topic inference

Creating a topic model is a long-running operation, so you cannot create a topic model during a conversation with an end-user at runtime. However, with real-time topic inference, you can use a previously-created topic model during a conversation to infer topics in real time.

Create a model

Permissions required for this task

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

• contactcenterinsights.issueModels.create

You need to have more than 1,000 conversations in a project in order to create a V2 topic model. After model training is completed, training statistics (based on matching generated topics to training conversations) will also be returned.

To create a new topic model, call the create method of the issueModel resource.

The model training is a long-running operation. You can poll the status of this operation to see if it has completed. For more information, see the long-running operations documentation.

Curate topics

Permissions required for this task

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

• contactcenterinsights.issues.update

The description of each topic is automatically inferred from the conversation transcripts. You also have the option to manually update the description. To update the description of each topic, call the patch method of the issue resource.

Deploy a model

Permissions required for this task

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

• contactcenterinsights.issueModels.deploy

You need to deploy a model before you can use it.

To deploy a previously-created model, call the deploy method of the issueModel resource.

Deploying a model is a long-running operation. You can poll the status of this operation to see if it has completed. For more information, see the long-running operations documentation.

Note: Ensure that the operation has completed before attempting to infer topics or undeploy the model.

Infer topics

Permissions required for this task

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

• contactcenterinsights.analyses.create

Now that you have deployed a model, you can infer a topic for an end-user utterance at runtime. To infer a topic, call the create method of the analyses resource. The topic inference result will be present in the analysisResult resource.

Undeploy a model

Permissions required for this task

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

• contactcenterinsights.issueModels.undeploy

To undeploy a model, call the undeploy method of the issueModel resource.

Undeploying a model is a long-running operation. You can poll the status of this operation to see if it has completed. For more information, see the long-running operations documentation.

Delete a model

Permissions required for this task

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

• contactcenterinsights.issueModels.delete

To delete a model, call the delete method of the issueModel resource.

Deleting a model is a long-running operation. You can poll the status of this operation to see if it has completed. For more information, see the long-running operations documentation.