Integrate conversation data

You can integrate conversation data into Customer Experience Insights in two ways:

  • Using the Google Cloud Contact Center as a Service.
  • Directly from your telephony provider using SIPREC, Dialogflow, and Agent Assist.

You can also import conversations using the CX Insights API.

Prerequisite

To integrate conversation data into Customer Experience Insights from Dialogflow and Agent Assist you must enable Dialogflow runtime integration.

Google Cloud CCaaS

Google Cloud Contact Center as a Service offers built-in integration with Customer Experience Insights to provide the ability to automatically ingest call conversation audio files as well as chat transcripts stored in Cloud Storage.

To configure Google Cloud CCaaS to use Customer Experience Insights, see Customer Experience Insights integration.

Telephony provider

Integrating conversation data directly from your telephony provider into Customer Experience Insights involves using: