API Documentation

[
{
“CallId”: “eb4ebfj34”,
“AI_Summary”: {
“call_id”: “eb4ebfj34”,
“wrap_up_notes”: {
“summary”: “## Call Wrap-Up Notes (Agent Entry):\n- **Concise Summary of Key Points:** The customer, Jeff Hoffman, contacted the agent regarding an issue with purchasing a 2006 Karl Inc. The customer had test-driven the vehicle and was trying to proceed with the purchase, but the process was stuck due to a snag, with information supposedly uploaded on both the customer’s and seller’s ends but not showing the next steps.\n- **Reason for the Call:** The customer was having trouble proceeding with the purchase of the vehicle due to a technical issue or snag in the system that prevented them from seeing the next steps.\n- **Significant Details Provided by the Customer:** The customer provided their name, Jeff Hoffman, and confirmed the vehicle in question was a 2006 Karl Inc. They were looking to finance the purchase and had already taken steps to upload necessary information but were unable to proceed.\n- **Actions Taken by the Agent:** The agent attempted to assist the customer by pulling up their account and checking on the status of the finance department’s availability. The agent found that the finance department was not available at the moment and decided to forward the customer’s account to them for follow-up.\n- **Follow-up Steps Promised or Required:** The agent promised that the finance department would contact the customer as soon as they were available. The agent mentioned that the finance department would be available starting at 11:30 Eastern Standard Time, as they operate on Pacific Time. The customer was informed to expect a call from the finance department at this time.”
},
“call_journey”: {
“overall_summary”: “Customer called about a vehicle purchase issue where the process was stuck despite all documents being uploaded. The agent investigated and found the finance department was unavailable, so they forwarded the account and advised the customer to wait for a callback. The issue remains pending with a follow-up expected when the finance department is available. The customer was informed that the finance department would contact them after 11:30 Eastern Standard Time.”,
“chapters”: [
{
“chapter_title”: “Vehicle Purchase Issue Reported”,
“start_time”: 0.48,
“end_time”: 34.955,
“short_summary”: “Customer reported an issue with a vehicle purchase where the process was stuck despite all documents being uploaded. The customer had test driven the vehicle over the weekend and was trying to proceed with the purchase.”
},
{
“chapter_title”: “Agent Investigation Begins”,
“start_time”: 35.75,
“end_time”: 38.81,
“short_summary”: “The agent started investigating the issue by pulling up the customer’s account and asking for their name to verify the account information.”
},
{
“chapter_title”: “Account Verification”,
“start_time”: 43.505,
“end_time”: 60.87,
“short_summary”: “The agent verified the customer’s account information, including their name, and identified the vehicle in question as a 2006 Karl Inc.”
},
{
“chapter_title”: “Finance Department Unavailability”,
“start_time”: 73.01,
“end_time”: 82.485,
“short_summary”: “The agent found that the finance department was unavailable and offered to place the customer on a brief hold to investigate further.”
},
{
“chapter_title”: “Callback Arrangement”,
“start_time”: 650.1,
“end_time”: 674.95,
“short_summary”: “The agent arranged for the finance department to call the customer back as soon as they were available, which would be after 11:30 Eastern Standard Time.”
}
],
“interaction_analysis”: {
“primary_category”: “Vehicle Purchase”,
“complexity_level”: “Medium”,
“service_type”: “Sales Support”,
“resolution_status”: “Pending”,
“follow_up_required”: true,
“escalation_details”: “NA”
},
“quality_metrics”: {
“customer_sentiment_beginning”: “Unsatisfied”,
“customer_sentiment_overall”: “Unsatisfied”,
“customer_sentiment_end”: “Neutral”,
“customer_sentiment_quotes”: [
“We’re in the process of trying to purchase a vehicle that we test drove over the weekend, but it seems to like”,
“I really wanted to be there just so many times. Okay. I’m just I guess this is not no. I don’t know.”
],
“resolution_confidence”: “Unsure”,
“notable_agent_behaviors”: [
“The agent was helpful and apologetic”,
“The agent kept the customer informed about the status of their issue”
]
}
},
“insights”: {
“results”: [
{
“query”: “Did the agent demonstrate proactive customer service by offering immediate assistance upon contact?”,
“result”: {
“request_id”: “8905fd4c-0afa-4ef8-8517-b28645de07c3”,
“status”: “completed”,
“response”: “The agent did demonstrate proactive customer service by offering to assist the customer immediately upon contact. After introducing herself and asking how the customer was doing, she promptly asked to pull up the customer’s account and inquired about the customer’s name to facilitate the process. This shows that the agent was proactive in attempting to resolve the customer’s issue efficiently.”,
“question”: “Did the agent demonstrate proactive customer service by offering immediate assistance upon contact?”,
“has_documents”: true,
“metadata”: {
“file_type”: “text”,
“file_name”: “ai_insight”
},
“score”: 0.73105857654863
}
}
],
“error_detail”: null,
“index_name”: “Ai”,
“partition_name”: “ai_ai_insight”
}
},
“AI_Summary_Status”: “Completed”
},
{
“CallId”: “eb4fwrtrtb52t1”,
“AI_Summary”: “AI summary not available.”,
“AI_Summary_Status”: “FAILED”
},
{
“CallId”: “eb4ertrewbfm85”,
“AI_Summary”: “AI summary not available.”,
“AI_Summary_Status”: “call_id eb4ebfm85not found”
}
]