Google Contact Center AI Insights API

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

✓ Official Vendor SpecAnalyticsBusiness Intelligenceoauth245 Endpoints

Install Jentic One Beta

Connect the Contact Center AI Insights API to your agent

Jentic One is a self-hosted execution layer for AI agents. It lets your agent call the Contact Center AI Insights API, or any other public or private API you need. You set the rules, the agent never sees your credentials, and every call is logged.

Two steps, two machines. Install the instance in a safe environment, then register your agent from wherever it runs.

Step 1: Jentic One Host machine

# On the machine that will host your Jentic One instance:
curl -fsSL https://raw.githubusercontent.com/jentic/jentic-one/main/tools/install.sh | sh

Step 2: Agent machine

# On the machine where your agent runs (keep this separate from the instance):
curl -fsSL https://raw.githubusercontent.com/jentic/jentic-one/main/tools/install.sh | sh
jentic register       # connects your agent to your Jentic One instance

Jentic One is in public beta. The setup above keeps your agent separate from the instance, which is what you want before using real credentials: an agent running as the same OS user as Jentic One can read its stored keys directly. Just evaluating? A single local install is fine to start. See the secure deployment guide for the tiers.

Capabilities

What an agent can do with Contact Center AI Insights 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

GET STARTED

Start building with Contact Center AI Insights API

Explore with Jentic

View OpenAPI Document

For Agents

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

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 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 Jentic?

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

Credential isolation

Your Google service account credential is stored once, encrypted, by your own Jentic One instance and injected at execution time. It never enters the agent's prompt, logs, or context.

Intent-based discovery

Agents search Jentic by intent such as 'analyse customer call sentiment' or 'calculate conversation stats', and Jentic returns the matching Contact Center AI Insights operation with its input schema so the agent calls the right endpoint without browsing the reference docs.

Time to first call

FAQs

Specific to using Contact Center AI Insights 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 your Jentic One instance 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.

Can I limit what my agent is allowed to do with the CCAI Insights API?

Yes. Because you run Jentic One self-hosted, your own rules decide which CCAI Insights operations and which Google credential the agent may use. Since the API carries the location and conversation id in the URL path, you can pin the agent to a single location or conversation resource, and you choose the exact operations it may call, so it can create conversations and calculate stats while any operation you leave out stays unavailable. The stored Google service account credential is injected only at execution time and never enters the agent's prompt or logs.

Google Contact Center AI Insights API

Connect the Contact Center AI Insights API to your agent

Capabilities

Start building with Contact Center AI Insights API

Use Cases

Key Endpoints

Why Jentic?

Related APIs

FAQs