Genesys Cloud - Developer Community!

Hi,

speaking about the new functionality "AI Summary and Insigths" the API /api/v2/speechandtextanalytics/conversations/{conversationId}/summaries returns an interaction summary, but, do you know the API for getting the conversation insights?

Thanks and best regards

Hi,

speaking about the new functionality "AI Summary and Insigths" the API /api/v2/speechandtextanalytics/conversations/{conversationId}/summaries returns an interaction summary, but, do you know the API for getting the conversation insights?

Thanks and best regards

Hi Alberto and Suren

The conversation insights are actually returned by the same API endpoint used for AI summaries:

/api/v2/speechandtextanalytics/conversations/{conversationId}/summaries

In the response, the interaction summary is returned in the summary field, and the AI insights are included inside the insights array of the Conversation summary object.

These insights typically include objects such as:

• Reason – why the customer contacted support

• Resolution – how the interaction was resolved and the outcome

• ActionItem – any follow-up actions required

Each insight contains fields like type, title, and description. For example:

"insights": [
  {
    "type": "Reason",
    "title": "Antecipar pagamento",
    "description": "O cliente deseja antecipar o pagamento de suas parcelas."
  },
  {
    "type": "Resolution",
    "title": "Solicitação atendida",
    "description": "A agente forneceu todas as informações necessárias.",
    "outcome": "Resolvido"
  },
  {
    "type": "ActionItem",
    "title": "Acompanhamento não necessário",
    "description": "Nenhuma ação adicional é necessária."
  }
]

So, to retrieve both the AI-generated summary and insights, you just need to call the same endpoint and parse the insights section from the Conversation summary entity.

Hi,

speaking about the new functionality "AI Summary and Insigths" the API /api/v2/speechandtextanalytics/conversations/{conversationId}/summaries returns an interaction summary, but, do you know the API for getting the conversation insights?

Thanks and best regards