AI Advisor transcribes calls and runs prompts post-call. This means post-call work can be automated and call coaching can happen on every call.
There are many ways to customise AI Advisor, you can push prompt results to other records using Salesforce flows, create visual scorecards for agents, and run a multitude of prompts on both human and AI agents.
You can find calls using Salesforce reports or the AI Advisor tab. For a deeper look, open the player to see the transcript:
FAQ
Can I ask AI Advisor to run prompts for certain departments?
You can configure AI Advisor for certain call paths but all prompts are run against all calls where users have the AI Advisor and Insight licences.
Is there a way for all users in a group to see all of their group’s calls?
To enable users of a group to see all their group’s Insight calls, the Administrator needs to:
Go to the Groups tab
Select the appropriate group
Navigate to the Group Administrators section
Check Allow Insight Access against All Members
Is there a way for one user (a team leader) to see all the group's calls?
To enable this, the Administrator needs to:
Select the appropriate Group(s) from the Groups tab
Navigate to Group Administrators section
Click Add, select the name of the person who is to be made Admin and click Add again:
Tick Allow Insight Access
Repeat these steps for any other groups that person is to be a Group Administrator for
Will AI Advisor work with Service Cloud Voice?
Yes, AI Advisor and Service Cloud Voice are mutually compatible with each other.
Are AI Advisor call recordings stored in mono or stereo?
All call recordings are stored in stereo.
Why are my notes no longer being displayed?
If you have created a new custom Event Type, you will have to ensure the API Name is a numerical value from 0-1000 otherwise they will fail to be displayed
Where is AI Advisor data processed?
Call data is processed via the Natterbox platform
The audio data is then processed by our transcription and AI analytics provider who send it back to us
We then send the call meta data to Salesforce and send the transcription to an AWS instance for storage
Then access to the transcription data is managed via the customer's Salesforce through Natterbox AI Advisor
How long are transcriptions retained?
Transcription and AI analysis data is treated the same way as call recordings and are both subjected to the same retention rules that they were configured and archived with.
Can I use my own Custom S3 Bucket to archive transcriptions and AI analysis?
Yes, recordings, transcriptions and AI analysis can all be stored together on your own custom S3 bucket, see here for more.