Parse Conversation Response Action

Parses the JSON response from the Parse Conversation Inquiries prompt template from a contact center conversation transcript into a conversation summary, a resolution status, extracted inquiries, and an inquiry count.

This action is available in API version 68.0 and later.

Supported REST HTTP Methods

URI
/services/data/vXX.X/actions/standard/parseConversationResponse
Formats: JSON, XML
HTTP Methods: POST
Authentication: Authorization: Bearer token

Inputs

Input	Details
promptResponse	Type String Description Required The raw JSON response generated by the Parse Conversation Inquiries prompt template from a contact center conversation transcript.

Outputs

Output	Details
conversationSummary	Type String Description An overall summary of the contact center conversation.
inquiryCount	Type Integer Description The number of inquiries extracted from the conversation.
isConversationResolved	Type Boolean Description Indicates whether the entire conversation was resolved (true) or not (false).
parsedInquiries	Type List Description The inquiries extracted from the conversation, each with a subject, description, and resolved flag. Loop over this collection to create a case for each inquiry.

Example

Sample Request

{
        "inputs": [
        {
        "promptResponse": "{"conversationSummary": "Customer called about a billing question and a schedule change request.", "resolved": false, "inquiries": [{"subject": "Billing Question", "description": "Customer disputed a charge on their last invoice.", "resolved": true}, {"subject": "Schedule Change", "description": "Customer requested to reschedule an upcoming appointment.", "resolved": false}]}"
        }
        ]
        }

Sample Response

[
        {
        "conversationSummary": "Customer called about a billing question and a schedule change request.",
        "isConversationResolved": false,
        "parsedInquiries": [
        {
        "subject": "Billing Question",
        "description": "Customer disputed a charge on their last invoice.",
        "resolved": true
        },
        {
        "subject": "Schedule Change",
        "description": "Customer requested to reschedule an upcoming appointment.",
        "resolved": false
        }
        ],
        "inquiryCount": 2
        }
        ]