Generative AI
Generative AI API Endpoint Details

Each of the Generative AI endpoints utilize the unique interactionIdentifier returned upon successful declaration of the ﻿audio﻿, ﻿transcript﻿, or ﻿chat﻿ interaction. 
NOTE: Audio interactions must have completed processing before the Generative AI Endpoints can provide success responses.  Attempting to make a request prior to the completed processing of an audio interaction will result in an error response. Chats and Transcripts allow for immediate access to Generative AI end points after declaration. 
The Generative AI REST API calls are all similar in format.  For details on that format, please see the Making API Requests for Generative AI Results﻿ page.  Unsuccessful response codes are documented on that page as well.
Following is a guide to using these features:
﻿// CX Generative AI API Features
Summary
Description: Retrieves a summary of the interaction between the agent and customer.
Endpoint: /v1/interactions/{interactionIdentifier:guid}/gen-ai/cx/summary﻿
Successful Response
{
  "summary": string
}
{
  "summary": string
}
﻿
Summary Details
Description: Summarizes additional details about the interaction, including the reason(s) for the interaction, actions taken, entities mentioned, and whether or not a resolution was reached.
Endpoint: /v1/interactions/{interactionIdentifier:guid}/gen-ai/cx/summary/details﻿
Successful Response
{
  "reasons": string[],
  "actionsTakenByAgent": string[],
  "entities": [{
    "type": string,
    "value": string
  }],
  "isResolved": boolean
}
{
  "reasons": string[],
  "actionsTakenByAgent": string[],
  "entities": [{
    "type": string,
    "value": string
  }],
  "isResolved": boolean
}
﻿
Agent Action Items
Description: Provides insight into the specific actions taken by an agent over the course of a customer interaction.
Endpoint: /v1/interactions/{interactionIdentifier:guid}/gen-ai/cx/agent/action-items﻿
Successful Response
[{
  "action": string,
  "details": string
}]
[{
  "action": string,
  "details": string
}]
﻿
Agent Coaching Assistant
Description: Provides insight into agent behaviors throughout an interaction, allowing users to identify opportunities for agent coaching and/or agent improvement after a customer interaction.
Endpoint: /v1/interactions/{interactionIdentifier:guid}/gen-ai/cx/agent/coaching-assistant﻿
Successful Response
{
  "coaching": string
}
{
  "coaching": string
}
﻿
Topics
Description: Provides a list of the topics that were discussed during the interaction.
Endpoint: /v1/interactions/{interactionIdentifier:guid}/gen-ai/cx/topics﻿
Successful Response
[{
  "topic": string,
  "description": string
}]
[{
  "topic": string,
  "description": string
}]
﻿
Conversation Composition
Description: Provides a list of the questions and/or concerns that were raised by the customer during an interaction, the steps used to address and/or resolve each issue, and the status of each issue, post-interaction.
Endpoint: /v1/interactions/{interactionIdentifier:guid}/gen-ai/cx/conversation-composition﻿
Successful Response
[{
  "concernSummary": string,
  "concern": string,
  "isResolved": boolean,
  "actionsTakenByAgent": string[]
}]
[{
  "concernSummary": string,
  "concern": string,
  "isResolved": boolean,
  "actionsTakenByAgent": string[]
}]
﻿
Ask ElevateAI Q&A
Description: Allows user to ask questions around a specific interaction – up to 5 questions, in up to 30 words – and receive specific answers. Data queried is your data!
A single question (up to 2000 characters) is asked in the request body of the POST method. The answer to the question is returned in the response.  Up to a maximum of 5 successful questions or 5 error responses are allowed per interaction.
This endpoint also supports a GET method which returns all of the prior question & answer pairs for this interaction (including failed questions and responses).
Endpoint: /v1/interactions/{interactionIdentifier:guid}/gen-ai/cx/ask﻿
POST Request Body
POST Successful Response
GET Successful Response
{
  "question": "<enter your question here>"
}
{
  "question": "<enter your question here>"
}
﻿
﻿// Generic (non-CX) Generative AI API Features
Summary
Description: Retrieves a summary of the interaction.
Endpoint: /v1/interactions/{interactionIdentifier:guid}/gen-ai/summary﻿
Successful Response
{
  "summary": string
}
{
  "summary": string
}
﻿
Summary Details
Description: Summarizes the entities mentioned within the interaction.
Endpoint: /v1/interactions/{interactionIdentifier:guid}/gen-ai/summary/details﻿
Successful Response
{
  "entities": [{
    "type": string,
    "value": string
  }]
}
{
  "entities": [{
    "type": string,
    "value": string
  }]
}
﻿
Action Items
Description: Describes the action items which were raised during the interaction.
Endpoint: /v1/interactions/{interactionIdentifier:guid}/gen-ai/action-items﻿
Successful Response
[{
  "action": string,
  "details": string
}]
[{
  "action": string,
  "details": string
}]
﻿
Topics
Description: Returns a list of topics that were discussed during the interaction.
Endpoint: /v1/interactions/{interactionIdentifier:guid}/gen-ai/topics﻿
Successful Response
[{
  "topic": string,
  "description": string
}]
[{
  "topic": string,
  "description": string
}]
﻿
Ask ElevateAI
Description: Allows you to ask questions about an interaction.  A single question (up to 250 characters) is asked in the request body of the POST method. The answer to the question is returned in the response.  Up to a maximum of 5 successful questions or 5 error responses are allowed per interaction.
This endpoint also supports a GET method which returns all of the prior question & answer pairs for this interaction (including failed questions and responses).
Endpoint: /v1/interactions/{interactionIdentifier:guid}/gen-ai/ask﻿
POST Request Body
POST Successful Response
GET Successful Response
{
  "question": "<enter your question here>"
}
{
  "question": "<enter your question here>"
}
﻿
For any further assistance or inquiries, please contact our support team here.
Making API Requests for Generative AI Results
Delete Data
Generative AI API Endpoint Details

﻿// CX Generative AI API Features

Summary

Summary Details

Agent Action Items

Agent Coaching Assistant

Topics

Conversation Composition

Ask ElevateAI Q&A

﻿// Generic (non-CX) Generative AI API Features

Summary

Summary Details

Action Items

Topics

Ask ElevateAI

// CX Generative AI API Features

// Generic (non-CX) Generative AI API Features
