View AI insights for a contact

The Data Insights panel in the Media Player contains AI-generated information about the contact. The information you see here varies depending on how your organization uses Provider Analytics.

Prerequisites

You have recordings within your scope.
The contact has a transcript.
To see the AI interaction summary, both of the following are needed:
- An administrator has created an ongoing Analytics speech-to-text task with AI Interaction Summary enabled (see Turn on Interaction Summary or Create Analytics tasks).
- You have the View Contacts and View Speech to Text Analytics permissions.

Page location

Interactions > Double-click a contact > Data Insights panel

Procedures

Read the summary of a contact

Click the Interaction insights overview tab. The AI interaction summary section summarizes the call in 150 words or fewer.

Copy a summary

Click the Copy icon.