1. CallTrackingMetrics Ticket Portal
  2. AI Tools
  3. AskAI

AskAI

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Trisha Hand

Overview

AskAI lets you ask any natural-language question and get a concise ChatGPT-powered answer. The answer can then be entered into a custom field for easy reporting. AskAI can be set up with a trigger that runs after a call completes. 

AskAI is available on Marketing Pro, Sales Engage, Enterprise, Growth, and Connect plans.

Watch the AskAI video walkthrough.

Turn On Transcriptions

AskAI analyzes conversations using call transcriptions. If transcriptions are not enabled, AskAI will not generate results. Transcriptions are enabled in Call Settings, not within AskAI. 

  1. Navigate to Numbers > Call Settings.
  2. Click Edit next to the call setting that will need Transcriptions enabled.
  3. Scroll to the Transcriptions section.
  4. Select the needed language from the Speech to Text Language drop-down.
  5. Click Save Changes.

Create a Trigger

General

  1. Navigate to AI Tools > AI Insights > AskAI > New Trigger. 

    • You can also get here from the Triggers page by going to Flows > Triggers > New Trigger. 
  2. Give the Trigger a Name and Description (optional).
  3. Select When transcription is ready, from the Trigger drop-down.
  4. Click Save Changes to activate the Trigger.
  5. Turn ON the Trigger for all Activities to run on all numbers. To select specific tracking numbers, click the Edit Assigned Tracking Numbers button.
  6. Click Save Changes.

Workflows

  1. Click Add Workflow.
  2. Add a rule that must be matched for the trigger to run, or click the trash can to run for all activities. 
  3. Click the Add Action button and select AskAI from the drop-down.
  4. Enter a question in text that you would like to have answered about the activity. 
  5. Select or create the field in which you would like this answer to be recorded. To learn more about creating custom fields, see this article. 
  6. Click Test to test questions using real calls from the activity log.
  7. Select a call from the test activity drop-down, then click Test Prompt.
  8. Click Save Changes.

Example:

Note: Price is per run of an AskAI action.

Customization Options

  • Model - For most tasks, CTMAskAI Standard is the right choice, with a maximum token limit of 16,000. For some more advanced use cases, when the budget permits, the GPT Advanced model is the right choice, offering a larger token limit.
  • Normalize Speaker Levels - Modify the transcription we send to the AI to normalize the speaker labels to Customer and Agent.
  • Only use a system prompt do not append the conversation to the prompt - When not including the conversation, it is assumed you are including information in the prompt related to the activity of interest, e.g. Tell me the population of the caller's zip code.
  • Do not attempt to refine the answer - By default, we will run the initial answer through a second pass filter that further refines the answer to map correctly into a field by its type, e.g., dates will be extracted from the AI generated answer, phone numbers, picklist options, etc. to ensure the AI response can be assigned into your selected field type. If you do not want this second-pass behavior, check this box to disable it.
  • Max Output Tokens - The maximum number of tokens the AI can use to generate a response. Keep in mind that using multiple output tokens, the AI will need more tokens to separate each answer, so limiting this value too much will result in broken responses. Leave this value blank or 0 to set no limit.
  • Use Audio Input -Use the audio from the call as input to the AI, instead of transcribing. When using the raw audio as input, the price is 3.5 cents per minute.
  • Ask about which side of conversation - By default, both sides of the conversation will be shown to the AI, including the name of each speaker in the prompt as context. You can optionally include only what the agent or the contact said to reduce the total prompt size or remove speaker labels that could confuse the AI, if, for example, your goal is to identify the contact's name.
  • Ask about which part of the conversation - First, Middle, or Last part. We can only analyze up to 16,000 words per activity at this time.
     
  • Temperature - The sampling temperature, between 0.1 and 1. Higher values, such as 0.8, make the output more random (e.g., more creative), while lower values, such as 0.2, make it more focused and deterministic.
  • System Prompt - Tell the bot about itself before showing it conversations.

HIPAA Compliance Restrictions:

  • When using AskAI workflows, Customer shall not market, sell, or otherwise introduce or deliver any function that constitutes a medical device. For purposes of this restriction, the term “medical device” has the meaning given to that term in Section 201(h)(1) of the U.S. Federal Food, Drug, and Cosmetic Act, U.S. Food and Drug Administration (“FDA”) regulations and guidance, or in relevant statutes and authorities of any other jurisdiction where Customer markets, sells, or otherwise introduces or delivers products that use the AskAI workflows.
  • When using AskAI workflows, Customer shall not use the workflows for the purpose of practicing medicine, including for the purposes of preventing, diagnosing, or treating a disease or condition. However, nothing shall preclude our Customers who are licensed and qualified professionals who are authorized to practice medicine in the relevant jurisdictions from using the AskAI workflows, provided they:
    • inform their Customers in writing that the AskAI output and the associated Services are computer-generated and not human-generated, and may be inaccurate or incomplete; and
    • are trained and otherwise qualified in the applicable scope of practice of such professionals.
  • When using AskAI workflows, Customer shall not use them for coding medical claims or otherwise supporting medical billing, coding, or claims generation. However, nothing shall preclude our Customers who are duly trained and qualified individuals that maintain such certifications as are available and required for individuals performing such activities, from using the AskAI workflows, provided they:
    • inform their Customers in writing that the AskAI output is computer-generated and not human-generated, and may be inaccurate or incomplete; and
    • are trained and otherwise qualified in the provision of such coding, claims, and billing activities. 
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