Generate GenAI Summary

This API generates the GenAI Summary at the end of the call for either the given Conversation ID and Experience ID, or the given Session ID.

Use the Interaction API to retrieve the Conversation IDs for a given Tenant ID.

Use the Conversation API to retrieve conversation details which includes Experience ID Conversation ID, and Session ID, etc.

Note

Please contact your Uniphore support representative to obtain the Tenant ID.

Important

Use the GenAI Summary API only if it has not already been generated.

Generate GenAI Summary through Conversation ID and Experience ID

Endpoint

Method: GET

URL: https://api.<region>.cloud.uniphorestaging.com/summary/v1/gen-ai-summaries?conversation_id=<converstion ID>&experience_id=<experience ID>&environment=<environment-name>

<region> - Mention the name of the region, such as the United States, India, the United Kingdom, the Middle East, and so on, where the U-Assist application is deployed on the public cloud.

Sample Request

curl --location 'https://api.us.cloud.uniphorestaging.com/summary/v1/gen-ai-summaries?conversation_id=79b70a73-0a68-47fe-940f-a79e919aaeda&experience_id=726b970-c93c-4791-b0fb-a270fd2311fa&environment=dev' \
--header 'Authorization: Bearer syJhbLciOiJSUzI1NiIsInR5cCI6IkpXVCIsImtpZCI6IkxYejBQYWVFRERuS3dfcjdkU2s2UyJ9.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.TgClXKzwQpuqxdg3IZrYhz0BQpLPeQD8vI0KumVtIH0YcFGo8incnqKpcYDcO4HBm0DyFLa1Jpmr-fd4TVd9xGFoS2VqnR6paka1ZC1mbJz4DwM3OuCeIAlB9HEOwSI_cRQGRcyxxYfsNb7Piyy4f5tCfkBaoJw33xf_bG9vDS9pRE385FtJGXbhpuk_6dmQpfIUQR6-EkGjMKoAvAA21Z403EtkC8yeUl1QMaptBArzDONdbRq_pD0JM3x7EdQ1pFpLBO_5idpIcSvNYf1kwlwUT_hmhQ-IjowzZs-ospQHh4VLFIY8mJgYsK_xyo4zo8DcmPpK5kibUCtP0yboCQ'

Header Parameter

In the Header Parameter, mention the authorization token of the Admin or Agent users. For more information on how to obtain user authorization token, click here.

Authorization - Bearer <Token>

Query Parameters

Parameter Name	Mandatory/Optional	Data Type	Description
`conversation_id`	Mandatory	String	ID generated by the conversation service.
`experience_id`	Mandatory	String	An Experience ID for the conversation.
`environment`	Mandatory	String	The name of the environment. Three out-of-the-box environments are provided for each account: DEV TEST PROD For more information on multi environment accounts, click here.

Parameter Name

Mandatory/Optional

Data Type

Description

conversation_id

Mandatory

String

ID generated by the conversation service.

experience_id

Mandatory

String

An Experience ID for the conversation.

environment

Mandatory

String

The name of the environment. Three out-of-the-box environments are provided for each account:

DEV
TEST
PROD

For more information on multi environment accounts, click here.

Generate GenAI Summary through Session ID

Endpoint

Method: GET

URL: https://api.<region>.cloud.uniphorestaging.com/summary/v1/gen-ai-summaries?environment=<environment-name>&session_id=<session ID>

<region> - Mention the name of the region, such as the United States, India, the United Kingdom, the Middle East, and so on, where the U-Assist application is deployed on the public cloud.

Sample Request

curl --location 'https://api.us.cloud.uniphorestaging.com/summary/v1/gen-ai-summaries?environment=dev&session_id=1717678958458k322cxe4n' \
--header 'Authorization: Bearer eyJhbGciOiJSUzI1NiIsInR5cCI6IkpXVCIsImtpZCI6IkxYejBQYWVFRERuS3dfcjdkU2s2UyJ9.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.TgClXKzwQpuqxdg3IZrYhz0BQpLPeQD8vI0KumVtIH0YcFGo8incnqKpcYDcO4HBm0DyFLa1Jpmr-fd4TVd9xGFoS2VqnR6paka1ZC1mbJz4DwM3OuCeIAlB9HEOwSI_cRQGRcyxxYfsNb7Piyy4f5tCfkBaoJw33xf_bG9vDS9pRE385FtJGXbhpuk_6dmQpfIUQR6-EkGjMKoAvAA21Z403EtkC8yeUl1QMaptBArzDONdbRq_pD0JM3x7EdQ1pFpLBO_5idpIcSvNYf1kwlwUT_hmhQ-IjowzZs-ospQHh4VLFIY8mJgYsK_xyo4zo8DcmPpK5kibUCtP0yboCQ'

Header Parameter

In the Header Parameter, mention the authorization token of the Admin or Agent user. For more information on how to obtain user authorization token, click here.

Authorization - Bearer <Token>

Query Parameters

Parameter Name	Mandatory/Optional	Data Type	Description
`session_id`	Mandatory	String	Customer session ID for the call passed from the customer environment to U-Assist.
`environment`	Mandatory	String	The name of the environment. Three out-of-the-box environments are provided for each account: DEV TEST PROD For more information on multi environment accounts, click here.

Parameter Name

Mandatory/Optional

Data Type

Description

session_id

Mandatory

String

Customer session ID for the call passed from the customer environment to U-Assist.

environment

Mandatory

String

The name of the environment. Three out-of-the-box environments are provided for each account:

DEV
TEST
PROD

For more information on multi environment accounts, click here.

Sample Response

{
  "sections": [
    {
      "id": "call-reasons",
      "text": "<n>•The customer is calling to check on their wireless phone upgrade options.<n>"
    },
    {
      "id": "agent-actions",
      "text": "<n>1.The agent verified the customer's identity, informed them about the upgrade options, and processed the order for the customer.<n>"
    },
    {
      "id": "call-outcome",
      "text": "<n>The outcome of the conversation is that the customer decided to go with the equal monthly payment option for the iPhone 12 and the order has been processed.<n>"
    },
    {
      "id": "customer-sentiment",
      "text": "<n>The customer seemed satisfied with the information provided by the agent.<n>"
    }
  ]
}

Response Parameters

Parameter Name	Description
`sections`	The GenAI Summary includes the following sections: call-reasons - The purpose of the call (typically one or more detected Intents), along with any secondary issues or customer requests that may arise during the call. agent-actions - A detailed description of the responses and actions taken by the Agent during the call. call-outcome - Describes the final resolution of the customer’s issue(s). customer-sentiment - Describes how the customer felt at the end of the call. For more information on viewing GenAI Summary in real time, click here.Viewing a GenAI Summary

Parameter Name

Description

sections

The GenAI Summary includes the following sections:

call-reasons - The purpose of the call (typically one or more detected Intents), along with any secondary issues or customer requests that may arise during the call.
agent-actions - A detailed description of the responses and actions taken by the Agent during the call.
call-outcome - Describes the final resolution of the customer’s issue(s).
customer-sentiment - Describes how the customer felt at the end of the call.

For more information on viewing GenAI Summary in real time, click here.Viewing a GenAI Summary

Response and Error Codes

Code	Response
200	Ok - The request has succeeded. This response code will be shown when the GenAI Summary is successfully generated for the given request.
400	In the event that the conversation for either the given Conversation ID and Experience ID, or the given Session ID cannot be found.
401	Authentication failed. This response code will be shown if any of the following scenarios occur: The provided token is not a valid authorization token. The authorization token has already expired.
403	Forbidden. If you use the access token of other roles (Analyst or Supervisor), this response code will be shown. Note This API only allows authorization token of the Admin or Agent user.
500	When the services down, it shows an 'Internal Server Error'.

In this section:

Uniphore Customer Portal

Generate GenAI Summary

Note

Important

Generate GenAI Summary through Conversation ID and Experience ID

Sample Request

Generate GenAI Summary through Session ID

Sample Request

Sample Response

Response and Error Codes

Note

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