AI Topics

Function description

Daktela AI Topics is a tool designed to extract key information and generate insightful outputs from conversations between you and your customers using prompts that you can define. By leveraging artificial intelligence, it simplifies the process of analysing communication data.

Set up your inquiries about activities in the queue settings. After an activity is finished, an AI topics are generated based on the conversation and are store in activity detail.

Note: AI Topics can only process text, so to use it with calls, you need to ensure the calls are recorded and Smart Call Transcript is enabled.

Licensing and Setup

Licensing

AI Topics consumes 15 Power Pack tokens per question per activity analysed. Administrators can manage Power Pack licence packages in the Licensing Module under the Add-ons Tab.

AI topics are generated for every activity, if enabled on a queue.

Setup and Configuration

1. Enable the Use AI Topics checkbox in any queue settings.

2. Click the Add button in the AI Topics setup to access the configuration page, where you can design questions about user activities.

3. Use the Title and Description fields to specify the information you want to extract and analyse. The more detailed your input, the better the results will be.

4. Choose a Question type, complete the setup, and save your changes.

5. Don't forget to select the AI Language for the generated output.

Video on how to set up AI Topics coming soon…

On-demand AI Topics

You can manually trigger the generation of AI Topics for a specific activity. This can be done in the activity details using the On-demand AI button. If it’s a call without a generated Smart Call Transcript, the system will generate both the transcript and the AI Topics. Before confirming, you will see how many tokens (and potentially how many minutes for the transcript) will be consumed.

The On-demand AI button is enabled only if AI Topics are activated for the queue associated with the activity. This feature is also subject to user accesses permissions.

This feature can be useful in two scenarios:

1. The activity is from an earlier date when AI Topics were not enabled.

2. You have updated your AI Topics setup, but an older activity still uses the previous configuration.