It is now possible to add an original call ID in AI public API (audio-based analysis) and have it stored when requesting AI analysis status and also displayed in detailed view of performed analysis.
Public API endpoint :api/job/tasks (for audio-based AI analysis)
Request format
The original call ID can be added using the key original_call_id with a value of type String.
Example : audio-based AI analysis
The request content type is form-data original_call_id: "49442694"
Response format
The job status API response body is in JSON format.
The original call ID is in data object such as "original_call_id": "49442694"
Display of added original call ID to the detailed view of performed analysis
The original call ID is displayed in the detailed view of performed analysis ("Analyses and reports" page).
It can be used in search filter to lookup for audio-based analyses with specific original call ID.
Screenshots
api/job/tasks (for audio-based AI analysis)
Sample request body using Public API for audio-based analysisSample result body using Public API for audio-based analysisDisplay of added original call ID to the detailed view of performed analysis - Search by original call ID
A new version of "Report and analyses" page is available on production in app.diabolocom.ai
The "Report and analyses" page is reworked to integrate an improved version of legacy product "Calls Library" (that will be obsolete in the future), with the following features :
History of audio-based analyses performed
Detailed view of a single audio-based analysis, including transcript and AI results
Topics report based on tags generated
Enhanced search and filter capabilities thanks to Meilisearch implementation
U.I. improvement for a better readability and user experience (styling harmonization, metadata filters applied on click, collapsible left panel, ...)
New "Reports and analyses" page - Overview (full access to AI app)
Also, thanks to a feature toggle implemented by AI team, it is possible to restrict users access to view only this page inside app.diabolocom.ai -> It can used by Diabolocom customers as a standalone solution "Voice Analytics - Interactions" (example of Diabolocom customer on production : Carrefour SC)
Voice Analytics - Interactions (restricted access to AI app)
(1) History of audio-based analyses performed : List of all audio-based analyses performed on AI account in descending chronological order (most recent first)
by default : All AI account analyses (20 most recent analyses, with a cursor to load more analyses)
If a filter is applied : AI account analyses filtered (20 most recent analyses, with a cursor to load more analyses)
Each row item represents an audio-based analysis (accessible by clicking on the item) with the following information :
Date and time of analysis
Audio duration
Title generated if summarization AI model applied (otherwise empty title)
List of tags generated if summarization AI model applied with optional tag generation enabled (otherwise empty)
(2) Statistic Report "Topics mentioned during the period" : Report based on tags generated if summarization AI model applied with optional tag generation enabled and if nps-estimation AI model applied as well
by default : Tags statistics for current date
(4) If a date period filter is applied : Tags statistics during the selected period (max date period: 33 days)
The report can show up to 50 results, ordered by default by number of descending tag occurrences order (it is possible to change results order).
It is also possible to export tags report results with "Export" button ➝ Excel file.
In addition to date period filter, it is possible to apply a filter by tag name (search field).
It is also possible to merge tags, in order to keep only relevant tags, with combined statistics (all stats of merged tag are added to designated tag).
(5) Filter by date period ➝ applied on both AI analyses list and Tags report
(6) Search among all analyses ➝ Filter applied on AI analyses list with a partial match of : - tag name ➝ search among all tags containing user input (a portion in tag name) - transcript ➝ search among all transcripts containing user input - id or provider_id ➝ search among all audio-based analyses internal ID (id) or external ID (provider_id) : Call ID for instance
(7) Filter by tag name ➝ Filter applied on AI analyses list with an exact match of tag name (the complete tag name)
(8) Advanced Filters ➝ Filter applied on AI analyses list - Filter by time period - Filter by audio duration (in seconds) - (9) Diabolocom CCaaS Metadata filters ➝ Filters visible only if the AI account is linked to a Diabolocom CCaaS account, applied on AI analyses list -- Filter by Call ID (Diabolocom CCaaS Call ID) -- Filter by Agent (Diabolocom CCaaS agent login) -- Filter by Queue ID (Diabolocom CCaaS Queue ID) -- Filter by Wrap-up code (Diabolocom CCaaS wrap-up code name)
"Reports and analyses" page - Overview of audio-based analyses and reports (default)
"Reports and analyses" page - Overview of audio-based analyses and reports (filters applied)
Detailed view of a single audio-based analysis, including transcript and AI results :
(1) Audio-based analysis Metadata
Call ID: - Diabolocom CCaaS Call ID in case of AI account linked to Diabolocom CCaaS - External ID provided in API request payload original_call_id
Date and time
Audio duration
Agent: Diabolocom CCaaS Agent Name in case of AI account linked to Diabolocom CCaaS (otherwise empty)
Queue ID: Diabolocom CCaaS Queue ID in case of AI account linked to Diabolocom CCaaS (otherwise empty)
Wrap-up code: Diabolocom CCaaS Wrap-up code name in case of AI account linked to Diabolocom CCaaS (otherwise empty)
(2) Timestamped transcript
(3) AI analyses results
(4) Audio player to listen to audio (with highlight in transcript)
In case of AI account linked to Diabolocom CCaaS : audio fetched from CCaaS account ➝ available during audio recording retention time in CCaaS
Otherwise : audio available only if audio stored (API request parameter keep_audio_after_analysis:1)
"Reports and analyses" page - Detailed view of a single audio-based analysis
It is now possible to specify the interaction date in the API payload when sending over recordings.
This new optional parameter allows to specify the date and time when the interaction happened. If this parameter is not specified, it will default instead to the ingestion date, like it was the case before.
The "add interaction" UI functionality also benefits from this feature.
This will be deployed on SFTP later.
This is very useful in the case a client wants to upload all calls at the end of the day while retaining the exact time of the interaction in the QM system. It also allows us to create more accurate data for statistics on demo platforms.
Payload example in the channels page has been updated
Bugfix:
We fixed an issue where some criteria could not be re-evaluated when the AI chose the "Non Applicable" option.
Security Fixes:
We also applied security fixes to help us reduce the amount of information sent to the front end of the solution.
You can now setup tables as a report on any dashboard. These reports will show metrics such as number of calls taken, average score and average call duration, and more. You can setup tables for Agents, Criteria, Brands, Deployments, User Groups & more. The columns are selectable and you can export all tables in PDF, Excel or CSV.
You can now setup a report containing a summary of the conformity statistics for criteria. It will display the frequency of all chosen options, as well as their conformity in colors, and the evolution of compliance over time.
On Agent & Criteria tables, you can filter by Criteria. On Agent Tables, filtering by Criteria will make the table display the conformity of all agents on that specific criteria as new columns.
This means that you can now have the conformity evolution of all agents on all criteria provided you configure things properly.
There is now a rolling period date picker. Previously you were only able to set up a fixed day. Now the dashboards update themselves every day if you choose a rolling date.
Agent statistics table
Added in-app notifications action
There is a new action in Actions that is capable of sending different types of in-app notifications. You can configure the level of the notification, (Info, Error, Warning), and it will be displayed in the notification alongside with the Interaction that triggered it, and a customized message if needed.
You can configure the recipients for such notifications from the admins & supervisors.
Added tag action
There is a new action in Actions that is capable of adding a tag automatically to the interaction.
Various use cases can be "if the call has a score of less than 10, affect tag "bad call"", "if the call lasts less than 50 seconds affect tag "short call""
Added possibility to add multiple calls from the interface
There is now a function on the interaction list page to allow users to upload calls to the platform.
Filling in the correct information has to be done for all calls manually, but you can bulk send many calls in one single click.
A new private API is now available for Diabolocom internal stakeholders to define current period warning and blocked usage limits for an existing AI Enterprise account and send notification emails.
For a Diabolocom Customer, that has an existing AI Enterprise Account, with unlimited usage by default, there is a sometimes the need to define :
The current period usage limits : - warning usage thresholds (a threshold per usage metric) - blocked usage thresholds (a threshold per usage metric)
The email addresses that are receiving warning email notifications : - in case of reaching a warning usage threshold (separate notification per usage metric) - in case of reaching a blocked usage threshold (separate notification per usage metric)
=> Useful feature in case of blocked usage limits defined in the signed contract.
API use by Project Manager / Account Manager
This API has the following features :
Setup of AI Solution existing account (Enterprise plan) usage limits for current period usage (since beginning of current month) : - Warning usage thresholds : Duration of audio transcribed (in seconds), Duration of audio analyzed (in seconds), Number of text tokens used - Blocked usage thresholds : Duration of audio transcribed (in seconds), Duration of audio analyzed (in seconds), Number of text tokens used
Setup of email addresses that are notified by email when a warning/blocked usage threshold is reached -> Email notifications are generic notification messages (in English or French), that are relevant to send to : - Diabolocom internal stakeholders (project manager, account manager) to inform later the customer by a more customer facing email - Diabolocom internal process that can be triggered by sending email to a mailing list (can be Salesforce alias that triggers a notification flow) - Customer identified stakeholders
⚠️ It is not required to setup email addresses to receives notification in case of a blocked usage limit configured. However, it is required to setup email addresses to receive notification in case of a warning usage limit configured (since it's a warning by essence).
Example request of new private API Warning notification email subject (EN) - Case of warning usage threshold reached
Warning notification email content (EN) - Case of warning usage threshold reached for transcribed audio durationWarning notification email subject (EN) - Case of blocked usage threshold reached Warning notification email content (EN) - Case of blocked usage threshold reached for transcribed audio durationWarning notification email subject (FR) - Case of warning usage threshold reached Warning notification email content (FR) - Case of warning usage threshold reached for transcribed audio durationWarning notification email subject (FR) - Case of blocked usage threshold reachedWarning notification email content (FR) - Case of blocked usage threshold reached for transcribed audio duration
A new private API is now available for Diabolocom internal stakeholders to track an existing AI Enterprise account current period usage (snapshot of the usage for the current month).
For a Diabolocom Customer, that has an existing AI Enterprise Account, there is an internal need to have :
The current period usage (OPTIONAL : a specific month usage)
The current period usage limits (warning and blocked usage thresholds) and email addresses that are receiving warning email notifications
API use by Project Manager / Account Manager
This API has the following features :
Tracking of AI Solution existing account (Enterprise plan) usage for the current period (beginning of current month - now) or for a specific month (using queryparamter date=yyyy-mm-dd e.g. api/diabolocom/account-usage?account_id={{aiAccountUUID}}&date=2024-11-30) - Usage metrics : Duration of audio transcribed (in seconds), Duration of audio analyzed (in seconds), Number of text tokens used - An additional indicator : Number of audio files analyzed, corresponding to the number of transcription or transcription-to-ai-insight task jobs created for the period (e.g. if an audio file is corresponding to a call recording, then it's the number of calls for which a transcription or transcription+analysis tasks are initiated).
Tracking of the configured AI account usage limits : - Warning usage thresholds (per metric) - Blocked usage thresholds (per metric) - Email addresses that are notified by email when a warning/blocked usage threshold is reached.
Example request of new private API (no warning or blocked usage thresholds)
Example request of new private API (multiple warning and blocked usage thresholds + 2 recipients for warning email notifications)
A new private API is now available for Diabolocom internal stakeholders to create new users linked to an existing AI Enterprise account.
For Diabolocom Customers, that have an existing AI Enterprise Account, there is a need to create multiple users for a single account, to let customer stakeholders have access to app.diabolocom.ai (track usage, have analyses and reports).
API use by Project Manager / Account Manager
This API has the following features :
AI Solution existing account related users creation (not account owners) with defined first name, last name and email address for each user
Ability to choose whether or not to send a reset password email notification, upon new users creation
The Analytics solution used for AI Solution is Fathom Analytics.
Analytics events are now implemented on AI Solution, that are triggered by Analysis execution (backend events) :
Each time a single model is executed from the interface, a dedicated event Models.Model_Executed.model_technical_name is incremented -> Insights on which AI models are mostly tested from the app interface
Each time multiple models are executed simultaneously from the interface, an event Models.Model_Executed.Multiple is incremented -> Tracking of the feature "Unlimited simultaneous AI insights" testing from the app interface
Each time a model / multiple models is/are executed from the interface, with specifying an input language, a dedicated event Models.Model_Executed.Input_Language.language_iso_code is incremented -> Insights on which input languages in AI analyses are mostly tested from the app interface
Each time a model / multiple models is/are executed from the interface, with specifying an output language, a dedicated event Models.Model_Executed.Output_Language.language_iso_code is incremented -> Insights on which output languages in AI analyses are mostly tested from the app interface
A new Diaboloom AI public API is now available and ready-to-use to analyze mail/case/ticketing streams !
The "Mail Tags"
AI Insight identifies and extracts the most relevant Tags to the
context of an email, from an input set of possible Tags.
This AI-powered
multi-tag system, designed for customers mail/case/ticketing requests
(with HTML format support and pre-processing capabilities), helps
businesses to automate the classification/processing of incoming
requests, to shorten response time and resolution time, thus improving
customer satisfaction and operational efficiency.
A new Diaboloom AI public API is now available and ready-to-use to analyze text streams !
The "Reason For Contact"
AI Insight identifies and extracts the main reason for contact, from an
input set of possible reasons. It also provides a comprehensive
reasoning of the customer's needs.
By understanding the main needs
expressed by the client, businesses can better tailor their services and
responses to improve customer satisfaction and operational efficiency.
The AI model is deployed in the context of the rework of Diabolocom AI legacy models, to new LLM based models with improved results, generative AI information (e.g. reasoning) and multiple languages analysis capabilities.
From a legal aspect, Diabolocom operates as B2B Products & Services provider. This means that AI APIs / AI Solution customer target should be only Businesses and not retail customers.
The AI Solution app.diabolocom.ai used to be accessible by any internet user :
Ability to register and have free access to the Solution and AI APIs (trial period of 7 days, with usage limits)
Ability to subscribe to any plan handled by Stripe payment Solution (after entering customer details and validating payment information), and take benefit from the AI Solution and AI APIs ➝ Billing is automatically provided by Stripe : Invoices are issued on behalf of Diabolocom for potential retail customers !! ➝ Risk of legal non conformity
In order to :
limit the risk of selling products/services to retail customers (cannot be 100% prevented, see limitation below)
demonstrate efforts made on product/technical side to ensure legal conformity
It is decided to implement a domain blacklist, meaning a list of email domains that cannot sign up and have access to app.diabolocom.ai The main idea is to make sure that only professional email addresses are allowed to use the AI app and APIs, that should be linked to Business customers behind.
⚠️ Limitation :
Stripe payment Solution doesn't restrict plan subscription (payment session + customer details) to Business customers ➝ Any retail customer can pay for a custom domain (not in the blacklist) and then register in app.diabolocom.ai and then subscribe to a plan autonomously ➝ Efforts can be made to control the customer base on Stripe and to perform relevant actions (do a monthly review of customers in Stripe Administration)
A user, that has an email address in the domain blacklist, is prevented from registration to app.diabolocom.ai and receives an error. Also, an existing user cannot update the email address to a new email, if the new provided email is in the domain blacklist : an error is raised.
You can now set an AI-based criterion to be "Not Applicable" under certain conditions.
There will be a new check box to tick if you want a criterion to be non applicable. When checked it will ask for a reason for non applicability, where you can enter the reason why the criterion would be inapplicable.
After filling this the AI will check in all future conversations if the condition for non applicability is met, and if it is met, the criterion will have the option "Non Applicable" and will not count towards scoring.
On each criteria that is potentially non applicable, you will be able to select the option "Non Applicable" in the Evaluation view.
Fixes
Fixed an issue where creating a tag will cause issues when the same tag is used in another language.
