Custom AI Analysis
Overview
Custom AI Analysis lets you define structured data points, associate them with AI Agents, and run automated evaluations against post-call transcripts. Results are surfaced in real time via events and are viewable directly on the Transcript Detail Page.
Use cases include:
- Automating workflows: e.g., trigger CRM updates or follow-up sequences based on labels like
issue_type = billing. - Enhancing reporting: e.g., measure the percentage of calls conducted in Spanish vs. English.
- Driving real-time actions: e.g., surface customer intents such as
interested_in_demofor next-step messaging.
Defining Data Points
Navigate to Dashboard → Custom AI Analysis to configure each data point:
| Field | Description |
|---|---|
| Name | Unique identifier (alphanumeric, no spaces). Matches the name in the event. |
| Description | Human-readable explanation of the data point’s purpose. This will be passed to the LLM to assign a value to the data point. |
| Data Type | One of: boolean, text, number, single_select, multi_select. |
| Options | Required for single_select or multi_select types—enter each option as a value. |
| Examples | Optional examples (for text/number) to guide the AI’s output format. |
Note: Names must follow the same conventions as Custom Action names—unique, no special characters.
Associating Data Points with AI Agents
To enable evaluation of your custom data points:
- Open the Agent Builder for the AI Agent you wish to configure.
- Under Custom AI Analysis, check the data points you want this agent to run.
Regal evaluates every configured field by running OpenAI 4o-mini over:
- The full post-call transcript.
- Any function calls made during the conversation.
The call.analysis.available Event
call.analysis.available EventOnce analysis completes, Regal emits a call.analysis.available event containing your defined data points under the call_analysis object. Details about that event can be found here.
You can also review these structured insights in the Transcript Detail Page alongside the full transcript.
Updated 3 months ago