Conversational Intelligence

Conversational Intelligence #

Conversational Intelligence provides the ability to capture additional data about calls through the use of transcription and AI services. This data can then be used to provide insights into customer interactions, agent performance and compliance.

Once enabled, calls will be batch-transcribed post call and the resulting transcript is used to generate AI-driven insights such as sentiment analysis, topic analysis, keyword extraction and action items.

Please refer to the customer documentation for more information on how to access Conversational Intelligence insights within the ~.Dimension.~ platform.

Hand Left warning

Transcription Disclaimer Transcriptions are generated automatically using Microsoft Speech Services and may contain errors, omissions, or inaccuracies. These transcripts are provided for general reference only and must not be relied upon for legal, medical, financial, or any other professional advice or decision-making.

Neither the transcription service nor our platform guarantees the accuracy, completeness, or suitability of the transcribed content. If precise or authoritative information is required, please refer to the original audio recording or consult a qualified professional.

By using this feature, you acknowledge and accept these limitations.

Requirements #

This feature is available on all support communications platforms integrated with ~.Dimension.~ as long as call recording is enabled and the recordings are being archived to one of the following storage locations:

  • Azure Blob Storage
  • Amazon S3
  • Google Cloud Storage

Prior to enabling this feature, ensure that access to the storage location is correctly configured within ~.Dimension.~ and that the customer can playback recordings. For more information, refer to the Call Recording Storage section.

Document note
Currently, this feature is available on External calls only.

Licensing & Users #

This feature is licenced through bundles of minutes, which are consumed 'per user' on a monthly basis. Each minute of call audio transcribed will consume 1 minute from the bundle.

To enable Conversational Intelligence, toggle the feature on using the switch and then select the desired bundle size from the drop-down by pressing the 'Change' button.

Now the bundle size is selected, it can be applied to 'All users' or 'Specific users'. If 'Specific users' is selected, press the 'Change' button to open a dialog where users can be selected.

Pressing 'Save' will apply the changes and initiate the transcription of future calls for the selected users.

Document note
Once the bundle limit is reached, no further calls will be transcribed until the start of the next billing cycle.

Personally Identifiable Information (PII) Suppression #

~.Dimension.~ by default removes common Personally Identifiable Information (PII) from call transcriptions to help protect user privacy and comply with data protection regulations. This includes identifying and removing possible payment card/account information.

If required, this process can be disabled, but only on a customer-wide basis.