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Setting Up an AI Profile in Contivio

AI Profiles in Contivio define how your AI engine analyzes calls, chats, and SMS conversations. You can use a single default profile for your entire contact center or create different profiles for specific queues or agents.

Before You Begin

  • Call Recording: For voice conversations, AI results are only generated if call recording is enabled.

  • AI Provider Account: You’ll need an active account with an AI provider (e.g., ChatGPT, Gemini, or Oracle AI) and an API key.

Step 1 – Access AI Profile Settings


    1. Sign in to your Contivio Admin Portal.

    2. Navigate to:
      Productivity Tools → Contivio AI.

    3. Click New to create a profile.

 

Step 2 – Choose Profile Scope

  • Post-Call Analysis – Runs after a conversation ends. Generates a transcript, summary, sentiment score, dispositions, follow-up actions, positives/negatives, insights, and scorecards.

  • Pre-Call Discovery – Summarizes a customer’s recent history before you answer. Requires selecting how many past interactions to analyze. (Currently only available with Oracle AI)

Step 3 – Connect to Your AI Provider

  1. In the Provider dropdown, select your AI service (e.g., ChatGPT, Gemini).

  2. In your AI provider account, generate an API key.

    • For ChatGPT, go to your account settings and create a new API key.

    • Copy the key.

  3. Paste the key into the API Key field in Contivio.

  4. Click Done.

Step 4 – Select AI Outputs

Each output is a separate query to your AI engine.
Enable only the fields you need to reduce API usage:

  • Call Summary – A brief description of the conversation.

  • Customer Satisfaction Level – AI-generated rating based on transcript.

  • Insights – Keyword/phrase triggers you define (set up separately).

  • Proposed Disposition – Suggested category for the call.

  • Positives & Negatives – Highlights positive and negative moments.

  • Follow-Up Actions – AI-recommended next steps.

  • Scorecard – AI-answered QA questions you define (set up separately).

Cost Note: Contivio does not charge for AI queries. Usage counts against your AI provider’s credits. Disabling unused outputs will conserve credits.

Step 5 – Apply the Profile

    • Default Profile – Assign as the default for all queues and agents.

    • Queue-Specific – Assign to a specific queue for specialized analysis.



  • 1. Navigate to Call Center

  • 2. Click 'Inbound Contacts'

  • 3. Open 'Queues'

  • 4. Click pencil/edit icon on desiterd queue

  • 5. Open AI&CRM tab, and select desired AI profile

Step 6 – Test and Review

  1. Make a few test calls or chats.

  2. Open Contact Center Search to view AI results.

  3. Adjust outputs, scorecards, and insights based on your review.

Best Practices

  • Start Small: Launch with one profile, then expand to specialized profiles as needed.

  • Validate AI Accuracy: Compare AI outputs against manual reviews before automating any actions.

  • Monitor Credit Usage: If credits are depleting quickly, turn off less critical outputs.