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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.