Getting Started

Learn how to get started with AutoSummary

To start using AutoSummary, choose your integration method:

API (Real Time)

• Upload transcripts and receive the insights instantly.
• Ideal for real-time experiences like conversation routing and form pre-filling.
• For digital channels: Provide the chat messages directly.
• For voice channels: Use AutoTranscribe or your own transcription service.

This integration is covered in this Getting Started guide.

Batch

• Upload conversations in bulk and receive insights in a file.
• Useful when real-time transcripts aren’t available or for data analysis only.

Batch

Learn how to use the batch integration

Salesforce plugin

• Only supports Salesforce Chat.
• Inserts free-text summaries into conversation objects.

Salesforce Plugin

Learn how to use the Salesforce Plugin

A self-hosted solution is also available, with its own advantages and limitations.

The following instructions cover the API Integration as it is the most common method.

To use AutoSummary via API:

1. Provide transcripts
2. Extract insights with AutoSummary API

Before you Begin

Before you start integrating AutoSummary, you need to:

• Get your API Key Id and Secret
• Ensure your account and API key have been configured to access AutoSummary. 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 AutoTranscribe Service to transcribe the audio, or
• Upload utterances via Conversation API if using your own transcription service.

• Use Conversation API
• Use Autotranscribe

To send transcripts via Conversation API, you need to

1. Create a conversation.
2. 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 the id of the conversation.

{"id":"01HNE48VMKNZ0B0SG3CEFV24WM"}

Each time your end user or an agent sends a message, you need to add the messages of the conversation by creating a message on the conversation. This may either be 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 can upload a batch of messages 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 source of the conversation.

Step 2: Extract Insight

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

• Free text summary
• Insight
• 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."
}

Next Steps

Now that you understand the fundamentals of using AutoSummary, explore further

Example Use Cases

Free Text Summary

Intent

Structured Data