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

Where XX.X is the latest API version.

Formats: JSON, XML

HTTP Methods: POST

Authentication: Authorization: Bearer TOKEN

Where TOKEN is your OAuth access token.

Inputs

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

Outputs

Output	Type	Description
`conversationSummary`	String	An overall summary of the contact center conversation.
`inquiryCount`	Integer	The number of inquiries extracted from the conversation.
`isConversationResolved`	Boolean	Indicates whether the entire conversation was resolved (`true`) or not (`false`).
`parsedInquiries`	List	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

1{
2        "inputs": [
3        {
4        "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}]}"
5        }
6        ]
7        }

Sample Response

1[
2        {
3        "conversationSummary": "Customer called about a billing question and a schedule change request.",
4        "isConversationResolved": false,
5        "parsedInquiries": [
6        {
7        "subject": "Billing Question",
8        "description": "Customer disputed a charge on their last invoice.",
9        "resolved": true
10        },
11        {
12        "subject": "Schedule Change",
13        "description": "Customer requested to reschedule an upcoming appointment.",
14        "resolved": false
15        }
16        ],
17        "inquiryCount": 2
18        }
19        ]