AI Endpoints

This feature is only available in the Enterprise subscription.

‍

The AI Flow feature for Contact Center application of ROGER365.io enables powerful AI actions such as Transcript, Summary, Quality Assurance or Classification into your daily work. Recorded calls will be later processed by various AI action in the configured by portal admins manner.

The Audio Provider and Transcript Actions are mandatory to use AI Flow feature.

‍Disclaimers:

• ROGER365 platform does not use its own bots in this feature, you can only use AI bots created by Microsoft (OpenAI and other AI services)!
• All Microsoft AI services do have a cost aspect (including transcription).
• ROGER365 does not have an influence on the quality of used model. Results may vary.

‍ There might be situations where your AI model will be blocked by Microsoft if the conversation contains violent content or other factors that violate the Microsoft Terms of Service.

‍

To use AI Flow feature, portal administrators must first:

1. Create Audio Provider Action – Audio Providers
2. Create Speech to Text Endpoint for Transcript Action – AI Endpoints
   1. Optionally you can create endpoints for Summary, Sentiment, Quality Assurance and Classification Actions – AI Endpoints.
   2. (optional) Create Quality Assurance Form – Quality Assurance Forms
   3. (optional) Create Classfication Action Config – Classfication Action Configurations
3. Create AI Flow – Flows

Processing of each AI Flow action is starting up around 1 minute after call has ended.

‍

AI Flow errors are logged on the Logging admin page. If an AI Flow instance fails, it can be rerun on the Flows admin page. After three unsuccessful attempts the record is marked as Abandoned and won’t be rerun again.

You can retrieve results of AI Flow and/or each Action, using AI Flow API documentation.

Note: Results of Summary action can be seen (and/or edited) in Customer Jounery tab inside of Agent Assist’s Last Interaction section.