Contact Center AI Insights API

Name: Contact Center AI Insights API API
Brand: Google Contact Center AI Insights API
Availability: InStock

✓ Official Vendor SpecAnalyticsBusiness Intelligenceoauth245 EndpointsREST

For Agents

Upload contact centre conversations and let an agent retrieve transcripts, sentiment scores, detected issues, and aggregate metrics for analytics workflows.

Quickstart

Get started with Contact Center AI Insights API in minutes using your preferred integration method.

# Add to your MCP client config (Claude Desktop, Cursor, Windsurf)
{
  "jentic": {
    "url": "https://api.jentic.com/mcp",
    "auth": "oauth"
  }
}

# Then ask your agent:
"analyse a contact center conversation for sentiment"

# → Jentic returns the GET /events tool with parameter schema, agent executes.

Capabilities

What an agent can do with Contact Center AI Insights API API.

Ingest audio recordings or pre-existing transcripts as conversation resources

Run analyses that produce transcription, diarisation, sentiment, and entity data per conversation

Train issue models that automatically tag conversations with recurring topics

Define phrase matchers to flag calls containing specific compliance language

GET STARTED

Start building with Contact Center AI Insights API API

Explore with Jentic

View OpenAPI Document

Use for: I need to upload a customer call recording for analysis, Retrieve the transcript and sentiment of a specific conversation, Search for all conversations mentioning 'cancellation' last week, List the issue models trained in our project

Not supported: Does not place calls, route conversations, or run live agent assistance — use only for retrospective analysis, transcription, and metrics over recorded conversations.

Google Contact Center AI Insights API turns recorded customer conversations into structured analytics. It ingests audio or transcript files, runs speaker diarisation, transcription, sentiment, entity, and topic detection, and surfaces the results as conversation, analysis, and issue model resources. Operators can build issue models that auto-classify calls, extract phrase matchers and smart highlighters, and run aggregate metric queries across millions of conversations. The API is region-scoped and supports both batch upload and streaming ingestion patterns.

Use Cases

Patterns agents use Contact Center AI Insights API API for, with concrete tasks.

★ Compliance Call Auditing

A regulated contact centre uploads every recorded call to CCAI Insights and runs analyses with phrase matchers tuned to required disclosures and prohibited language. Conversations missing a required phrase are flagged for human review. The API surfaces both per-conversation hits and aggregate compliance rates.

Upload conversation 'call-2026-06-10-9921', run an analysis with the 'mandatory-disclosure' phrase matcher, and return whether the disclosure was detected.

Issue Model Driven Topic Discovery

A support team trains an issue model on a representative sample of last quarter's conversations to discover the recurring root causes of escalations. CCAI Insights returns issues with statistics, sample conversations, and trends over time. The team uses the output to redirect macros, scripts, and self-service flows.

Calculate issue model stats for 'support-q2-model' and return the top five issues by conversation count.

Live Sentiment Dashboard

An analytics dashboard queries CCAI Insights every minute to refresh average sentiment, silence ratio, and longest hold time across the past 24 hours. The queryMetrics endpoint returns aggregates by location, agent, or issue. Dashboards built on top spot agent coaching opportunities while shifts are still in progress.

Query metrics for the last 24 hours grouped by agentId and return the three agents with the lowest average customer sentiment.

BigQuery Export for BI

Daily, an automation triggers conversations.bulkAnalyze and then exports completed conversations to BigQuery. Analysts join the exported tables with CRM data in Looker Studio to attribute revenue impact to call topics. CCAI Insights handles transcription, redaction, and structured analysis upstream.

Trigger bulkAnalyze on all conversations created yesterday, then export them to BigQuery dataset 'support_analytics'.

AI Agent Conversation Lookup

A customer service AI agent, when handling an inbound chat, asks Jentic to fetch the customer's last call transcript and sentiment from CCAI Insights so it can pick up context. Jentic isolates the Google service account credential and returns only the matching conversation resource.

Find the most recent conversation for customer 'cust-554', return the transcript and the customer sentiment score.

Key Endpoints

45 endpoints — google contact center ai insights api turns recorded customer conversations into structured analytics.

METHOD

PATH

DESCRIPTION

POST

/v1/{+parent}/conversations

Upload a new conversation

POST

/v1/{+location}/conversations:calculateStats

Calculate aggregate stats over a filtered set of conversations

POST

/v1/{+issueModel}:calculateIssueModelStats

Compute stats for a trained issue model

POST

/v1/{+location}:queryMetrics

Query aggregate metrics across conversations

GET

/v1/{+name}

Get a conversation, analysis, or issue model resource

POST

/v1/{+parent}/conversations

Upload a new conversation

POST

/v1/{+location}/conversations:calculateStats

Calculate aggregate stats over a filtered set of conversations

POST

/v1/{+issueModel}:calculateIssueModelStats

Compute stats for a trained issue model

POST

/v1/{+location}:queryMetrics

Query aggregate metrics across conversations

GET

/v1/{+name}

Get a conversation, analysis, or issue model resource

Why though Jentic?

Three things that make agents converge on Jentic-routed access.

Credential isolation

Google service account credentials are stored encrypted in the Jentic vault. Agents calling contactcenterinsights.googleapis.com receive only short-lived OAuth access tokens scoped to cloud-platform.

Intent-based discovery

Agents search Jentic for intents like 'analyse customer call sentiment' and Jentic returns the conversations.create plus analyses.create operations with their full input schemas.

Time to first call

Direct integration: 3-5 days to wire OAuth, conversation upload, analysis polling, and BigQuery export. Through Jentic: under 2 hours by composing search, load, and execute against the conversations and analyses collections.

Related APIs

Alternatives and complements available in the Jentic catalogue.

Complementary

Contact Center AI Platform API

Provisions the contact centre tenant whose conversations Insights analyses

Use Platform first to stand up a tenant, then point Insights at its conversation feed

Complementary

Dialogflow API

Provides live virtual agent conversations that Insights can later analyse

Use Dialogflow for live handling; use Insights for retrospective analytics over the resulting transcripts

Complementary

Google BigQuery API

Destination warehouse for exported CCAI Insights conversations

Pair with Insights when analysts need SQL access to call data alongside other business datasets

FAQs

Specific to using Contact Center AI Insights API API through Jentic.

What authentication does the CCAI Insights API use?

The CCAI Insights API uses Google OAuth 2.0 with the cloud-platform scope. Through Jentic the service account credentials are stored encrypted in the Jentic vault and short-lived access tokens are minted per request.

Can I run sentiment analysis on existing transcripts with CCAI Insights?

Yes. Upload the transcript text as a conversation resource, then call conversations.create followed by analyses.create. CCAI Insights will run sentiment, entity, and topic detection without needing the original audio.

What are the rate limits for the CCAI Insights API?

CCAI Insights enforces per-project quotas on conversations.create, analyses.create, and queryMetrics, with stricter caps on bulk analyse jobs because they spawn long-running operations. Inspect the Cloud Console Quotas page for the exact per-method limits in your project.

How do I calculate issue model stats through Jentic?

Run pip install jentic, search Jentic for 'calculate ccai issue model stats', load the schema for issueModels.calculateIssueModelStats on contactcenterinsights.googleapis.com, and execute it with the issueModel resource name.

Does CCAI Insights store the raw call audio?

CCAI Insights references audio you provide via Cloud Storage URIs and writes its own transcript and analysis resources. You retain control of the original audio in Cloud Storage and can apply lifecycle rules independently.