XCALLY section | Tools → Cloud Providers | ||||||||||||||
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\uD83D\uDCCB What’s about
In this section, you can configure the Cloud Providers to use in your system.
Here you can create a new Account to transcribe voice recordings (customer calls stored in the Recordings section as MP3 files) and then analyze the call transcript (as text files) to detect the sentiment of the conversation.
If your call centre often records conversations with customers, it can be very unproductive to listen to them every time to analyze how your business is going. Instead, you can automatically use these recordings to improve customer service:
transcribing the speech (using a process called automatic speech recognition) may help you determine the topics that customers are calling about
detecting the sentiment of the conversation (if the call is a compliment or a complaint, that is returning an array of scores to estimate the probability that the input text is positive, negative, neutral, or mixed) can help you implement corrective measures to solve the problem.
💡 How it works
To use the functions described above, you need to create a new Account in this section:
Click on the 
button at the bottom right and insert the new Account information
Name: a name chosen by you
Service: the service to be launched to perform the requested automation (see the info box below)
Specific Service Parameters. In particular, for Amazon Services it is requested the following information (you can retrieve them in your Amazon AWS Account):
Secret Access Key
Access Key Id
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About the ServiceUp to now, the Account created can use the Amazon AWS services only. Shortly, there will be more services to choose. The Account created use the Amazon AWS services:
This means that in order to make it work, you need to get an Amazon AWS Account. On AWS account, you need also to configure a S3 bucket (From AWS Console Home → S3 → Buckets | See on Amazon Userguide how to create a bucket Create your first S3 bucket), by choosing your AWS Region. |
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Before using the system, please configure in the General Settings the Amazon storage (the nearest Bucket for your geographical region) where data will be saved, the Accounts to be used for both services and the language to be used (only one language per service can be chosen) when you run transcribe and sentiment analysis.
Moreover, we recommend to enable these permissions for the AWS user:
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If you need to restrict permissions on a single module you can contact us by accessing to the costumer portal. |
🪟 Cloud Provider Azure Microsoft
Click here to find out how to configure it
Cloud Provider OpenAI
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An OpenAI paid account is required |
Name: choose a name for this account
Service: the service to be launched to perform the requested automation (OpenAI Whisper Cally Square block)
API Key: Insert the API Key retrieved on your OpenAI account
How to retrieve your API Key on OpenAI
You have to login to your profile and select User API keys
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Consider that OpenAI has deprecated the API Key system by now using a system of project-based API Keys |
Create new secret key, by choosing a name and you can select All or restricted permissions
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If you choose restricted, remember to give these permissions to use correctly OpenAI model and configure assistant: |
You need to copy the created key before closing the window because when you click on Done it will not be visible anymore. Then you can paste it on relative account section on XCALLY Cloud Provider configuration
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Moreover If you are interested to use ChatGPT to configure the ChatBot, you must add your payment details, under the menu
Settings → Billing.
From this section, you can also check the state of the credit, by Clicking on View Usage