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XCALLY section

Tools → Pause reasonsCloud 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:

  • Image Removedtranscribing the speech (using a process called automatic speech recognition) may help you determine the topics that customers are calling about

  • Image Removeddetecting 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

Info

About the Service

Up 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:

  • Amazon Transcribe to transform call recordings from audio to text (ASR service)

  • Amazon Comprehend to run analysis on the transcripts (text analysis, key phrases and sentiment)

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.
For transcribe and other Quality Analysis Feature, on permissions tab, you need to check on grantee section that you have Objects and Bucket ACL with write permissions.

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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Info

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

(blue star) Cloud Provider OpenAI

Note

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

  1. You have to login to your account

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  1. You select API

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  1. You click on OpenAi logo and select API keys

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  1. profile and select User API keys

image-20240703-121328.pngImage Added
Note
Consider that OpenAI has deprecated the API Key system by now using a system of project-based API Keys

  1. Create new secret key, by choosing a name

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  1. and you can select All or restricted permissions

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Info

If you choose restricted, remember to give these permissions to use correctly OpenAI model and configure assistant:
- Models read
- Model capabilities write
- Assistants write
- Threads write
- Fine-tuning none
- Files write

  1. You need to copy the created key before closing the window because when you click on Done it will not be visible anymore

Image RemovedYou copy your ApiKey

  1. . 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