Internal Diabolocom

A new public API feature (AI App) is now allowing API integration with Diabolocom CCaaS.

• New API request parameter diabolocom_call_id (String) is introduced to match Diabolocom Call ID
• Dedicated behavior is performed for DIabolocom Call recording access, among with call details retrieval, and their storage in AI task results and AI phone call metadata

Explore AI Public API documentation for more details : 

• AI App - Public API
• api/job/tasks | json

For the setup of public API integration with Diabolocom CCaaS (ClickCup - INTERNAL) : Toolkit for project manager : Public API integration with Diabolocom CCaaS)

Sample use case : Public API integration within Diabolocom CCaaS scenario

Diabolocom AI public API documentation is now available on Diabolocom Developer page : https://developer.diabolocom.com/

Here is the link to directly access API documentation Diabolocom AI - Public API

Diabolocom AI - Public API

• AI App -> Here is the link to directly access API documentation AI App
  • Product owner : Aziz Baganne
• Quality Monitoring -> Here is the link to directly access API documentation Quality Monitoring
  
  • Product owner : Rémi Guinier

AI App - Public API

App link : AI App

Public API documentation link : AI App

The Public API documentation link is also available in AI App home page and AI models pages.

Description :

• Parameters required for API use
• Endpoints and requests description
  • Query parameters
  • Request headers
  • Request body type and content parameters
  • Response body type and content parameters
• Example requests

(1) Audio -> Dedicated for audio streams

• (A) Endpoints description
  • api/job/tasks | form-data -> Run AI task based on audio (form-data payload) : Relevant for Standalone use case (audio file import)
  • api/job/tasks | json -> Run AI task based on audio (json payload) : Relevant for Public API Integration with Diabolocom CCaaS (voice) (for performing AI analyses on existing transcription job)
  • api/job/status/{job_id} -> Access AI task job status/results
• (B) Webhook Callback description -> Relevant for AI results processing (post analysis flows) : Click here for more details
• (C) Documentation of each AI model for audio -> Available use cases with endpoints listed above

(2) Text -> Dedicated for text streams

• (A) Endpoints description
  • api/job/text-tasks -> Run AI task based on text
  • api/job/status/{job_id} -> Access AI task job status/results
    • Same as for audio. Only difference : Examples provided are relative to AI analyses on text
• (B) Webhook Callback description -> Relevant for AI results processing (post analysis flows): Click here for more details
  • Same as for audio. Only difference : Examples provided are relative to AI analyses on text
• (C) Documentation of each AI model for text -> Available use cases with endpoints listed above

Quality Monitoring - Public API

App link : Quality Monitoring

Public API documentation link : Quality Monitoring

Description :

• Parameters required for API use
• Endpoints and requests description
  • Query parameters
  • Request headers
  • Request body type and content parameters
  • Response body type and content parameters
• Example requests

(1) Add a new QM interaction

• (A) Standalone use case (audio file import)
  • (i) Add QM interaction without additional AI analyses
  • (ii) Add QM interaction with additional AI analyses
• (B) Public API Integration with Diabolocom CCaaS (voice)
  • (i) Add QM interaction without additional AI analyses
  • (ii) Add QM interaction with additional AI analyses

(2) Get QM interactions

• (A) Get QM interactions without AI analyses results
  • (i) Get QM interactions list
  • (ii) Get detailed QM interaction by ID
• (B) Get QM interactions with AI analyses results
  
  • (i) Get QM interactions list with AI analyses results
  • (ii) Get QM interactions list with AI analyses results

A new release is deployed for AI CDN Frontend on March 19, 2025 (8:00 PM UTC).

Release name : ai-cdn-2025.3.2

Release scope : AI CDN Frontend

Release repository : ai-components

Release date : March 19, 2025 (8:00 PM UTC)

Release platform(s) : Production

Web Components details :

• Component : ai-details-pane
• Version : 0.0.7

Release content :

• HOTFIX : Prevented audio analysis reset on insights request during polling
• FIX : Removed unnecessary spinner
• FIX : Reset active analysis ID when the component unmounts
  

A new release is deployed for AI CDN Frontend on March 17, 2025 (4:00 PM UTC).

Release name : ai-cdn-2025.3.1

Release scope : AI CDN Frontend

Release repository : ai-components

Release date : March 17, 2025 (4:00 PM UTC)

Release platform(s) : Production

Web Components details :

• Component : ai-details-pane
• Version : 0.0.6

Release content :

• FEATURE : Implemented a polling system for the ai-insights web component when the job status is queued or transcript-available. The system will retry requests every 30 seconds for up to 2 minutes 30 seconds to improve responsiveness
• FEATURE : Integrated the job_status attribute from ai-core-api to manage ai-insights  web component status updates and display handling. The supported statuses include :
  • transcript-available
  • queued
  • failed
  • success

A new release is deployed for AI App Frontend on March 17, 2025 (4:00 PM UTC).

Release name : ai-app-front-2025.3.1

Release scope : AI App Frontend

Release date : March 17, 2025 (4:00 PM UTC)

Release platform(s) : Production

Release content :

• FEATURE : Implemented a CDN for web components to enhance performance and scalability
• FIX : Improved handling of large audio files on the model page
• LEGACY : Removed the agents_performances_enabled boolean flag, replacing it with a feature toggle: agents-performances (for display use), now provided by ai-core-api
  

A new release is deployed for AI Core API on March 17, 2025 (4:00 PM UTC).

Release name : ai-core-api-2025.3.2

Release scope : AI Core API (Web Backend of AI App)

Release date : March 17, 2025 (4:00 PM UTC)

Release platform(s) : Production

Release content :

• FEATURE : Added improvement for phone calls listing : Returns phone call as soon as transcript is available ("Reports and Analyses" page) (old behavior : Only the list of phone calls with successful analyses was returned)
• FEATURE : Added a new phone call attribute job_status relative to AI task job status (for display use)
• LEGACY : Deleted the boolean agents_performances_enabled by using a Feature Toggle instead agents-performances (for display use)
• ENV : Changed env platform to a more intuitive name for API Core production (ai-core-api-production)
• MIGRATION : Performed a migration to have deletion of usages on an account when the account is deleted
  

A new release is deployed for AI Core API on March 11, 2025 (6:00 PM UTC).

Release name : ai-core-api-2025.3.1

Release scope : AI Core API (Web Backend of AI App)

Release date : March 11, 2025 (6:00 PM UTC)

Release platform(s) : Production

Release content :

• FIX : Fixed bug on call filtering by metadata
• FIX : Fixed meilisearch queue, add debounce system to avoid concurrency problems
• MIGRATION : Performed calls reindexing

A new release is deployed for AI Core API on February 27, 2025 (7:00 PM UTC).

Release name : ai-core-api-2025.2.3

Release scope : AI Core API (Web Backend of AI App)

Release date : February 27, 2025 (7:00 PM UTC)

Release platform(s) : Production

Release content :

• FEATURE : Added the capability to use Engage calls with our Public API endpoint for API integration with Diabolocom CCaaS -> Dedicated documentation and release note will be published soon !
• FEATURE : Added documentation url used for display of multi-modal models (Markdown not yet updated)
• FIX : Single API call to Engage to retrieve agent and call info (instead of multiple calls)
• FIX : Fixed a bug on call retrieval that wasn't matched to a specific AI account (improve legacy behavior)
• MIGRATION : diabolocom_account_uuid added to our AI accounts + diabolocom_account_id corrected (not applied for AI accounts with only account_identifier)

A new private API is now available for Diabolocom internal stakeholders to update an existing AI enterprise account.

For Diabolocom Customers, that have an existing AI Enterprise Account, there is an internal need to update AI account information and setup its parameters, as well as account level features configuration.

API use by Project Manager / Account Manager

This API has the following features :

• Updating AI account parameter ccaas_platform, used for AI public API for non native integration with Diabolocom CCaaS
• Updating AI account parameter ccaas_token, used for AI public API for non native integration with Diabolocom CCaaS

More update capabilities will come in the future, according to upcoming account level features, and their setup requirements.

Check the Clickup documentation for this new private API

Check the Clickup documentation for the overview of all available private APIs (Internal Use Only)

The private API to create AI enterprise account linked to CCaaS account, has evolved to include the following changes :

• More explicit request payload parameters names
  • user_email instead of email (deprecated)
  • user_password instead of password (deprecated)
  • ccaas_token instead of token (deprecated) -> CCaaS public API token with relevant permissions, required for AI public API (Public API - non native integration with Diabolocom CCaaS)
• A new request payload parameter (required) : ccaas_platform -> CCaaS platform, required for AI public API (Public API - non native integration with Diabolocom CCaaS)

Check the Clickup documentation for this private API

Check the Clickup documentation for the overview of all available private APIs (Internal Use Only)

New private API to identify an existing AI enterprise account

A new private API is now available for Diabolocom internal stakeholders to identify an AI account and have account identification information, to be able to use features such as creating users, tracking account usage, defining account warning/blocked usage thresholds.

This API has the following features :

• Identifying an AI account using an account identifier
• Identifying an AI account using any related user email address

As a result, AI account main identification information is returned : AI account UUID, creation date, identifiers.

Check the Clickup documentation for this new private API

Check the Clickup documentation for the overview of all available private APIs (Internal Use Only)

Token delivery process improvement

To be able to run AI private API (internal use only), Tokens requests are made depending on the scope (to create AI account, to create user to AI account, to identify an account, to track an account usage, to define AI account warning/blocked usage thresholds).

Tokens creation and delivery used to be performed by a single person, thus causing reactivity issues.

An internal API is deployed to allow any member of AI Dev team (that have permission) to generate and deliver Tokens to Diabolocom internal stakeholders.

Technical - Overhaul of the AI evaluation process

• We made some adjustments on the evaluation methods of our models. We are starting to use a more statistics-oriented approach to have even better precision, and we adapted the prompting techniques to make sure the model is more efficient.
• As a result, most of the issues linked to both reasoning <> option chosen coherency and non applicability have been fixed.

Release of the first public API Endpoints for the Diabolocom QM

• It is now possible to request via API a filtered list of interactions and the details of a single interaction. Available contents are both the QM analysis and the AI analysis (summary, tags etc).

• A new page called "My account" was created to manage authentication tokens in order to access the Public API. On that page you can create a token to authenticate your requests.

• On each endpoint you can filter by multiple fields, from interaction date, brands and channels to language, scoring duration and many more.

• This is very useful for clients to extract QM interactions data, along with AI analyses, for data analysis and automation processes (BI, integrations...)
• The complete documentation is available in Clickup or as a Postman collection there.

Quality of life updates

• We now display the payload format when configuring actions.

• We reworked the user table to make it display the user ID (and not the internal ID), and changed the order of the columns.
• We changed the names of the AI analysis sections to make it more human friendly and removed references to sentiments.