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AI Notification User Guide

How to define AI Notifications that alert supervisors and admins by notification bar or email when chosen phrases are detected in calls or chats

Written by Mustafa Eroğlu

The AI Notifications feature sends proactive notifications to Supervisor and Administrator roles when specific keywords or phrases you define are detected in customer and agent interactions (calls or chats). With this feature, you can be informed of critical situations in your operation (e.g., "complaint", "threat", "refund") in near real time and quickly review the relevant interaction.

Target users: Supervisor, Administrator (Admin)

Prerequisites

Before you start: You must have Supervisor or Administrator privileges on your account, and your organization (tenant) must have an active CX Insights profile or an active AI Transcription service. If both services are inactive, the feature cannot be used.

Step-by-step instructions

Accessing the feature

  1. Click the AI Navigator menu in the Call Center Studio interface.

  2. Select the AI Analysis tab from the menu that opens.

  3. Click the AI Notifications button located to the left of the AI Dictionary button at the top of the screen.

Note: If the button appears gray (disabled), your tenant does not have an active CX Insights or AI Transcription profile.

Defining a new notification

  1. In the management screen that opens, enter the word or phrase you want to be detected in the Notification Phrase box. You can enter a maximum of 50 characters.

  2. Select how you want the notification to reach you:

    • Notification Bar: When the phrase is detected, an instant alert appears in the notification bar on the current Dialer v2 Supervisor (SPV) screen.

    • Email Addresses: The notification is sent via email. Enter the email addresses that should receive the notification in the field that opens. To enter multiple addresses, press Enter or type a comma after each address. You can add up to 10 email addresses.

  3. After completing the entries, save/add the definition.

Managing and tracking notifications

All the definitions you add are listed in the table at the bottom of the page. You can perform the following operations in this table:

  • Changing status: To temporarily pause a notification, set it to Passive using the Status toggle at the end of the row. Toggle it back to Active to turn it on again.

  • Deleting: Click the Delete (Trash Can) icon at the end of the row to permanently remove a definition.

  • Checking quotas: Track your current usage from the counter at the bottom of the table (e.g., X/100). Only definitions in the Active state count toward the quota.

Viewing notifications

  • Notification bar notifications: You see an alert on the Supervisor screen in the format "[defined_phrase]" has been detected in an interaction. When you click this notification, the Advanced Detail window of the relevant call or chat opens.

  • Email notifications: An email containing the details of the relevant interaction is sent to the email addresses you defined.

Tips and best practices

  • Limits: You can define a total of 100 active notification phrases. When you reach the limit (100/100), you cannot make a new entry; to add a new definition, delete an existing one or set it to passive.

  • Audit log: All addition, deletion, and status change (active/passive) operations you perform are recorded under Audit Logs.

  • Tooltips: Hover over the (i) icons in the interface to get detailed information about the fields (e.g., character limits, address formats).

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