Google Contact Center AI Insights API
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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.
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.
1
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 | sh2
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 instanceJentic 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
Define phrase matchers to flag calls containing specific compliance language
Query aggregate metrics such as average sentiment, talk ratio, and silence duration
Export conversation data and analyses to BigQuery for downstream BI
Manage views and saved queries for analyst dashboards
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
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.
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 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.
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