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Conversational Insights

Conversational Insights (CCAI Insights)

Formerly known as CCAI Insights, Conversational Insights analyzes conversational data from across the customer journey to provide contact center leaders and managers with the data-driven insights to boost efficiency, improve agent performance, and create better customer experiences.

  • Uncover the “why” behind every customer interaction

  • Empower agents to excel with AI-driven performance insights

  • Reduce wait times and optimize operational efficiency

Benefits

Identify investment areas more quickly and accurately with topic identification

Measure and improve responses and quality metrics

Classify conversations at scale and with greater accuracy

 Reduce regulatory risk and improve compliance

Key features

Data insights to better understand your customers

Quality AI

Automatically evaluate every customer interaction against your business-critical, customer-critical, and compliance-critical criteria using Google’s latest LLM models.

Smart highlighters

Automatic highlighting of the conversation for important moments. Built by Google and out-of-the-box ready for your data, smart highlighters include moments like when your customers complain, when your customers ask for a supervisor, or when your agent tries to put your customer on hold.

Cloud NLP integration

Gather customer and agent sentiment, identify common keywords with entity extraction, and score those keywords with entity sentiment.

Topic model

Taking advantage of Google's proprietary language models, topic modeling allows users to create an unsupervised model of their conversation data and automatically creates a taxonomy of their conversation drivers.

Telus logo
With CCAI Insights, TELUS is looking at processing 20 million voice calls for analytics. This will help agents resolve customer inquiries faster with less effort, leading to significant savings via agent effort reduction in year one of production.

Mike Kellner, Director, AI Data & Analytics, TELUS

Documentation

Key resources and documentation

Google Cloud Basics

Creating a topic model

Topic Modeling helps you discover topics (call drivers) in conversations between contact center agents and end users.

Google Cloud Basics

Quality AI basics

Quality AI analyzes customer service conversations, or interactions between contact center agents and users.

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Pricing

Conversational Insights (CCAI Insights) pricing details

Pricing for Conversational Insights is based on the feature used per conversation.

Feature

Cost

CCAI Insights Analysis (Sentiment, Entities, Highlighters)

$2 per 100 conversations

Topic Model labeling

$2 per 100 conversations

Partners

Recommended partners

  • Accenture
  • Dialexa
  • Kin+Carta
  • Quantiphi

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