Contact Center AI → Dialogs

Modified on Tue, 3 Jun at 1:49 PM

 

Dialogs represent chats between an interlocutor and an operator or bot. Several types of dialogs are provided within this service:

  • Chatbot DialogsThese are text or voice interactions with automated systems that can respond to user requests without operator involvement.

  • Call Transcriptions from Subscribers and Virtual PBX QueuesCalls that go through the virtual PBX are transcribed (recognized) and transferred to the AI Contact Center after the call ends. These transcriptions help to analyze and use call data in the form of dialogs later.

    Note:

    Call transcription is configured in the Virtual PBX. Transcribed calls are automatically transferred to the AI Contact Center as dialogs, without additional settings.



  • Dialogs from 'Question-Answer' and 'Speech Synthesis' Elements in Virtual PBX Scenarios

    Such dialogs are recognized and transferred to the AI Contact Center in real-time. This is useful when an operator needs to be connected during a call. These dialogs help determine what was discussed before connecting the operator.

    Note:

    The right and left parts can be collapsed by pulling the dividing line.



The AI Contact Center includes the following dialog management functions:

Dialog Filtering


Dialog Search

  • Allows searching for specific messages in dialogs.


Creating a New Dialog

User Blocking

  • To block a user (for messenger dialogs) click the block button:


Dialog Completion

  • To complete your dialog, click the 'Complete dialog' button.


Operator Change

  • To reassign a dialog to another operator, click the pencil icon next to the operator's name. Select an operator from the dropdown list and click 'Change'.


Transferring Dialog to Another Scenario

  • Click the pencil icon next to the current scenario name. Select a scenario from the dropdown list and click 'Change'. 


Taking Over Dialog

  • To take over the current dialog, click the button — ‘Take Conversation’.


Listening to Dialog Recording

  • To listen to a dialog recording, click the play button.

  • To download the recording, click the three-dot button.


Downloading Dialog CSV

  • To download a dialog in CSV format, click the corresponding button — ‘Download dialog’. 


Editing and Deleting Messages in Dialog

  • Hover over the message and select the appropriate option:


When viewing dialogs, additional options are available:



Also see:

Contact Center AI

Contact Center AI >> Tags

Contact Center AI >> Classifier

Contact Center AI >> Speech Analytics

Contact Center AI >> Templates

Contact Center AI >> Scenarios

Contact Center AI >> Statuses

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