Getting Started

To start using AI Summary, choose your integration method:

API (Real Time)

Upload transcripts or use a conversation from AI Transcribe and receive the insights instantly.
You can use this approach for real-time experiences like conversation routing and form pre-filling.
For digital channels: Provide the chat messages directly.
For voice channels: Use AI Transcribe or your own transcription service.

This integration is covered in this Getting Started guide.

Salesforce plugin

Supports only Salesforce Chat.
Inserts free-text summaries into conversation objects.

Salesforce Plugin

The following instructions cover the API (Real Time) Integration as it is the most common method. To use AI Summary via API:

Provide transcripts
Extract insights with AI Summary API

Before you Begin

Before you start integrating AI Summary, you need to:

Get your API Key Id and Secret
Ensure your account and API key can access AI Summary. Reach out to your ASAPP team if you are unsure.

Step 1: Provide transcripts

How you provide transcripts depends on the conversation channel. For digital channels:

Use the conversation API to upload the messages directly.

For voice channels:

Use AI Transcribe Service to transcribe the audio, or
Upload utterances via Conversation API if using your own transcription service.

Use Conversation API
Use AI Transcribe

To send transcripts via the Conversation API, you need to:

Create a conversation.
Add messages to the conversation.

To create a conversation, provide your IDs for the conversation and customer.

curl -X POST 'https://api.sandbox.asapp.com/conversation/v1/conversations' \
--header 'asapp-api-id: \<API KEY ID\>' \
--header 'asapp-api-secret: \<API TOKEN\>' \
--header 'Content-Type: application/json' \
--data '{ 
  "externalId": "\[Your id for the conversation\]",
  "customer": {   
    "externalId": "\[Your id for the customer\]",
    "name": "customer name" 
  },
  "timestamp": "2024-01-23T11:42:42Z"
}'

This conversation represents a thread of messages between an end user and one or more agents. A successfully created conversation returns a status code of 200 and provides the id of the conversation.

{"id":"01HNE48VMKNZ0B0SG3CEFV24WM"}

Each time your end user or an agent sends a message, you need to add the messages to the conversation by creating a message on the conversation. This may be either the chat messages in digital channels or the audio transcript from your transcription service.You have the choice to add a single message for each turn of the conversation, or you can upload a batch of messages for a conversation.

Single message
Batched messages

curl -X POST 'https://api.sandbox.asapp.com/conversation/v1/conversations/01HNE48VMKNZ0B0SG3CEFV24WM/messages' \
--header 'asapp-api-id: \<API KEY ID\>' \
--header 'asapp-api-secret: \<API TOKEN\>' \
--header 'Content-Type: application/json' \
--data '{ 
  "text": "Hello, I would like to upgrade my internet plan to GOLD.",
  "sender": {   
    "role": "customer",
    "externalId": "\[Your id for the customer\]" 
  },
  "timestamp": "2024-01-23T11:42:42Z"
}'

A successfully created message returns a status code of 200 and the id of the message.

We only show one message as an example, though you would create many messages over the course of the conversation.

Use the /messages/batch endpoint to send multiple messages at once for a given conversation.

curl -X POST 'https://api.sandbox.asapp.com/conversation/v1/conversations/5544332211/messages/batch' \
--header 'asapp-api-id: <API KEY ID>' \
--header 'asapp-api-secret: <API TOKEN>' \
--header 'Content-Type: application/json' \
--data '{
  "messages": [
    {
      "text": "Hello, thank you for contacting XYZ Insurance. How can I assist you today?",
      "sender": {"role": "agent", "externalId": "agent_1234"},
      "timestamp": "2024-09-09T10:00:00Z"
    },
    {
      "text": "Hi, I want to check the status of my payout for my claim.",
      "sender": {"role": "customer", "externalId": "cust_1234"},
      "timestamp": "2024-09-09T10:01:00Z"
    },
    {
      "text": "Sure, can you please provide me with the claim number?",
      "sender": {"role": "agent", "externalId": "agent_1234"},
      "timestamp": "2024-09-09T10:02:00Z"
    },
    {
      "text": "It\'s H123456789.",
      "sender": {"role": "customer", "externalId": "cust_1234"},
      "timestamp": "2024-09-09T10:03:00Z"
    },
    {
      "text": "Thank you. Could you also provide the last 4 digits of your account number?",
      "sender": {"role": "agent", "externalId": "agent_1234"},
      "timestamp": "2024-09-09T10:04:00Z"
    },
    {
      "text": "****",
      "sender": {"role": "customer", "externalId": "cust_1234"},
      "timestamp": "2024-09-09T10:05:00Z"
    },
    {
      "text": "Let me check the details for you. One moment, please.",
      "sender": {"role": "agent", "externalId": "agent_1234"},
      "timestamp": "2024-09-09T10:06:00Z"
    },
    {
      "text": "I see that your claim was approved on June 10, ****, for ****. The payout has been processed.",
      "sender": {"role": "agent", "externalId": "agent_1234"},
      "timestamp": "2024-09-09T10:07:00Z"
    },
    {
      "text": "Great! When will I receive the money?",
      "sender": {"role": "customer", "externalId": "cust_1234"},
      "timestamp": "2024-09-09T10:08:00Z"
    },
    {
      "text": "The payout will be credited to your account within 3-5 business days.",
      "sender": {"role": "agent", "externalId": "agent_1234"},
      "timestamp": "2024-09-09T10:09:00Z"
    },
    {
      "text": "Perfect, thank you so much for your help.",
      "sender": {"role": "customer", "externalId": "cust_1234"},
      "timestamp": "2024-09-09T10:10:00Z"
    },
    {
      "text": "You\'re welcome! Is there anything else I can assist you with?",
      "sender": {"role": "agent", "externalId": "agent_1234"},
      "timestamp": "2024-09-09T10:11:00Z"
    },
    {
      "text": "No, that\'s all. Have a nice day.",
      "sender": {"role": "customer", "externalId": "cust_1234"},
      "timestamp": "2024-09-09T10:12:00Z"
    },
    {
      "text": "You too. Goodbye!",
      "sender": {"role": "agent", "externalId": "agent_1234"},
      "timestamp": "2024-09-09T10:13:00Z"
    }
  ]
}'

AI Transcribe converts audio streams into real-time transcripts. Regardless of the platform you use:

AI Transcribe generates a conversation object for each transcribed interaction.
You’ll receive a unique conversation ID.
Use this conversation ID to extract insights via the AI Summary API.

Platform-specific integration steps vary. Refer to the AI Transcribe documentation for detailed instructions for your chosen platform.

Step 2: Extract Insights

AI Summary offers three types of insights, each with its own API endpoint:

Free text summary
Intent
Structured Data

All APIs require the conversation ID to extract the relevant insight.

Example: Generate a free text summary

To generate a free text summary, use the following API call:

curl -X GET 'https://api.sandbox.asapp.com/autosummary/v1/free-text-summaries/[conversationId]' \
--header 'asapp-api-id: <API KEY ID>' \
--header 'asapp-api-secret: <API TOKEN>'

A successful free text summary generation returns 200 and the summary:

{
  "conversationId": "5544332211",
  "summaryId": "0992d936-ff70-49fc-ac88-76f1246d8t27",
  "summaryText": "Customer called in saying their internet was slow. Customer wasn't home so couldn't run a speed test. Agent recommended calling back once they could run the speed test."
}

Digital Agent Desk

Insights Manager

Virtual Agent

Integrate Channels

AI Productivity

Salesforce Plugin

Before you Begin

Step 1: Provide transcripts

Step 2: Extract Insights

Example: Generate a free text summary

Next Steps

Example Use Cases

Free Text Summary

Intent

Structured Data

Digital Agent Desk

Insights Manager

Virtual Agent

Integrate Channels

AI Productivity

Salesforce Plugin

​Before you Begin

​Step 1: Provide transcripts

​Step 2: Extract Insights

​Example: Generate a free text summary

​Next Steps

Example Use Cases

Free Text Summary

Intent

Structured Data

Before you Begin

Step 1: Provide transcripts

Step 2: Extract Insights

Example: Generate a free text summary

Next Steps