V3 Cloud Providers
In this section, you can configure the Cloud Providers to use in your system.
Cloud Provider Amazon Aws
Here you can create a new Account to use in order to transcribe voice recordings (customers calls that are stored in the Recordings section as MP3 files) and then to analyze the calls transcript (as text files) to detect the sentiment of the conversation.
If your call center often record conversations with customers, it can be very unproductive to have 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.
Add a New Account
In order 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 automations (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
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 AI tools, 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 recommand to enable these permissions for the AWS user:
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
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 account
You select API
You click on OpenAi logo and select API keys
Create new secret key, by choosing a name
You need to copy the created key before closing the window because when you click on Done it will not be visible anymore
You copy your ApiKey on relative account section on XCALLY Cloud Provider configuration
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