Connecting Post Interaction Analysis
The Post Interaction Analysis configuration triggers AI-powered analysis of the conversation transcript using a pre-configured Intents & Outcomes configuration. When the conversation reaches this card, the full transcript — is sent to the analysis engine to classify caller intent, interaction outcome, authentication status, and sentiment.
Results from the analysis are visible in the Intents & Outcomes Analytics page and can be used to identify trends across your conversations at scale.
Note: This option is available for voice, Concierge, SMS, and third-party interface (TPI) conversations — truly omnichannel.
Connecting Post Interaction Analysis to a GC
- In the left rail of your Guided Conversation, click on the "+ Add Intents and Outcomes" link under the Analysis section.
- Use the dropdown in the setting to select the Intents & Outcomes configuration you want to use for analysis. The dropdown will show all configurations set up for your organization.
- Click Save.
Important Considerations
- Whole transcript analysis: The analysis always runs on the entire transcript of the interaction once the interaction has completed.
- Multiple GC flows: In cases where multiple Guided Conversation flows with different configurations may be triggered in the same interaction, each will generate a separate analysis record. This is expected behavior.
- Configuration changes affect live data: If the Intents & Outcomes configuration selected in this section is edited after the GC is published, future analyses will use the updated configuration. Historical records will not be reclassified.
Setting Up Configurations
Before using this feature, an Intents & Outcomes configuration must be created in Settings > Org Management > Intents & Outcomes. If no configurations have been created, the dropdown on the card will be empty.
For more information, see Intents & Outcomes Configuration.