Customer Experience Insights offers autolabeling and correlation rules to enhance conversation processing.
Customer Experience Insights offers analysis rules for follow up analysis. A follow up analysis rule tells CX Insights to analyze a group of conversations based on the result from an analysis of a different group of conversations.
]]>Customer Experience Insights offers configurable dashboards to view usage and feedback metrics over time. Choose from a wide array of chart types to build your own, or use the AI assistant to build custom dashboards.
]]>This product has a new name. The same product with the same features is now called Customer Experience Insights, or CX Insights for short.
]]>Conversational Insights offers the following subscriptions:
Pricing is based on how you interact with your customers:
Conversational Insights offers conversation datasets in preview. Choose from your existing history or upload new conversations to curate customized datasets to test and evaluate the results of Agent Assist summarization.
Quality AI offers the virtual agent platform to help with quality management for virtual agents. The virtual agent platform presents data for the following metrics, aggregated across all an agent's conversations:
Quality AI offers multiple scorecards in preview. With multiple scorecards, Quality AI can evaluate a single conversation against different criteria and provide multiple conversation scores. You can also choose which scorecard data to view on each page of the console.
]]>Quality AI offers the agent engagement platform where contact center personnel can visualize agent performance data, including an AI-generated summary. The agent engagement platform also identifies areas where an agent excels and needs help compared to their peers.
Qualilty AI offers agent assessments based on individual conversations. Human evaluators can also add notes to these assessments with feedback for the agent.
Add your own custom tags in Quality AI. In addition to the default Business, Compliance and Customer tags, you can apply custom tags to any question in any scorecard.
Quality AI offers sampling rules that filter conversations to reduce the workload for human evaluators, saving contact centers time and money.
Conversational Insights offers a devkit to help developers and maintainers perform a wide range of actions, including the following:
Conversational Insights offers sentiment analysis in GA. Sentiment analysis determines the mood within a conversation and assigns a score: positive, neutral, or negative.
]]>Conversational Insights offers a merged analysis, which displays the previous results of each analysis type alongside your most recent analysis result. Merged analysis eliminates the need to run every analysis multiple times.
]]>Quality AI offers the following conversation filters:
Quality AI offers fine-grained access control in preview. Use IAM custom roles and authorized views to control who can view which portions of your dataset.
]]>You can integrate Agent Assist summarization generators with Conversational Insights. Summarization uses existing LLM generators to automatically summarize conversations. You can then export those summaries along with your other Insights data.
]]>Conversational Insights offers Rule-based analysis as a GA feature to customize your conversation analyses. Rule-based analysis provides the following customizations:
Customer Managed Encryption Key (CMEK) is available in GA for all Agent Assist features. CMEK lets you control details of your data encryption keys, view audit logs, and control key lifecycles.
]]>Conversational Insights offers LLM-powered topic inference as a GA feature. Topic inference allows you to use your topic model to analyze new conversations and identify topics in real time.
This feature is only available for English.
]]>Quality AI is available for 38 Gemini languages in preview. Quality AI supports the following languages in addition to English:
Topic inference is available for 38 Gemini languages in preview.
]]>Conversational Insights offers Rule-based analysis as a preview feature to customize your conversation analyses. Rule-based analysis provides the following customizations for your conversation analyses:
You can use Quality AI as a GA feature within the Conversational Insights console to evaluate contact center conversations and agent performance more efficiently. Quality AI automates conversation scoring so that all conversations are taken into account. See the Overview, Basics, Setup Guide, and Best Practices pages for more details.
]]>You can use Quality AI as a preview feature within the Conversational Insights console to evaluate contact center conversations and agent performance more efficiently. See the Overview, Basics, Setup Guide, and Best Practices pages for more details.
]]>You can use the Conversational Insights API to ingest audio conversation data in bulk from a Cloud Storage bucket. Optionally, you can apply redaction prior to import and transcribe the audio using custom Speech-to-Text settings.
]]>You can use the CCAI Insights API to upload your audio conversation data from a Cloud Storage bucket. Optionally, you can apply redaction and analyses to your conversation prior to upload.
]]>Topic modeling is now a GA feature. Topic modeling helps you discover topics (call drivers) in conversations between contact center agents and end-users.
]]>CCAI Insights now offers GA support for Access Transparency.
]]>CCAI Insights now offers GA support for VPC Service Controls integration. See the VPCSC documentation for details.
]]>The CCAI Insights v1 endpoint is now GA. See the documentation for details.
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