Concepts

• Audio conversation data

  Learn how to analyze audio conversation data using Customer Experience Insights.

• Common integrations

  Learn how to integrate conversation data into Customer Experience Insights.

• Customer-managed encryption keys (CMEK)

  Implement and manage Customer-managed encryption keys (CMEK) to secure Customer Experience Insights data.

• Dialogflow runtime integration

  Integrate your data from other CES products into Customer Experience Insights.

• Fine-grained access control

  Learn how to use authorized view sets to manage granular permissions.

• Query metrics

  Query metrics about the conversation data that you have in Customer Experience Insights.

• Sentiment analysis

  Analyze messages during a conversation between a human agent and an end user to determine emotional intent.

• Silence analysis

  Detect and measure periods of silence during voice calls between a human agent and an end user.