Learn how to integrate Salesforce's Einstein Conversation Insights (ECI) into your CloudTalk account.
User Level:
Admin
Salesforce ECI
What is Conversation Insights?
Einstein Conversation Insights is a natural language processing (NLP) tool available for Salesforce Sales and Service Console users. ECI offers the ability to see insights and trends collected from voice calls. ECI users can select words to monitor from a pre-configured list or even create their own. Integrating CloudTalk with Einstein Conversation Insights can help businesses to improve their customer service by identifying common customer issues, reducing wait times, and increasing first call resolution rates.
Prerequisites
Lightning Experience (recommended)
ECI available within Salesforce plan
CloudTalk Expert or Custom Plan
Admin user in Salesforce
CloudTalk Salesforce integration and CTI already installed
Set Up Einstein Conversation Insights
From you Salesforce account, turn on Einstein Conversation Insights within the Salesforce Org you wish to use:
Log into your chosen Salesforce Org.
Navigate to Setup (cog icon).
Enter
Einstein Conversation Insightsinto the search box and then select General Settings.Select Enable ECI.
On the next screen, select the settings you will need enabled.
A readiness indicator will display when all related dashboards are available. This process can take some time, and in the meantime you can continue your integration setup.
Mandatory ECI Settings
Connect a Voice Recording Provider
Select Connect a voice call provider and select CloudTalk. CloudTalk will only show up as an option if Salesforce integration has been completed.
Assign Conversation Insights Permission Sets
Use this setting to ensure that each user who needs access to ECI has a license to do so. Without this configured, ECI will not work. Agents will need Salesforce user licenses, which are purchased individually.
Optional ECI Settings
Connect a Video Recording Provider
CloudTalk does not support video streaming. If you wish to use video calls with another provider you can connect your ECI to one here. Typical options would be Microsoft Teams or Zoom.
Turn On Optimal Speaker Separation
This setting makes it easier for the system to separate voices on audio calls. This is highly recommended for a more efficient call breakdown.
Turn On Opportunity Matching
Use AI to match customers to relevant sales opportunities based on the content of their calls. For example, a customer may have repeatedly mentioned a service that you offer and could provide to them.
Turn On Insight Reports and Conversation related Measures for Enablement
Users can improve or customize the way that data is collected and presented back to them. Switching this setting on is recommended.
Set Up Call Insights
Switching this on is highly recommended, as it is one of the main functionalities of ECI. This allows you to use a predefined or customized list of key words or triggers in order to identify points of interest in calls. Example use cases are:
Keeping track of which of your competitors are mentioned most often
Tracking agent upselling
Gathering data on most popular products of interest
When you first load up Call Insights, you can select Automatic to locate several preconfigured options ready to use that also support multiple languages.
We highly recommend that you also try out creating your own Insights, in the Configurable tab.
Call Highlights Email
Automatically send users emails about relevant calls based on insights gathered by the system. An example use case would be: our admin needs to know if her agents are using specific, agreed-upon terminology during sales calls.
Set Up CloudTalk Integration
If you have not correctly set up ECI in Salesforce or it’s not available in your current Salesforce plan, CloudTalk will show an error message and disable the toggle when you try to save.
Once you have correctly set up the Salesforce integration and CTI, log in to your CloudTalk dashboard.
Go to Account > Settings > Integrations.
Select Salesforce.
Under Workflow Settings, enable Einstein Conversation Insights.
Save at the bottom of the settings page.
Einstein Conversation Insights (ECI) is now enabled. Call recording files will be sent for ECI to transcribe and analyze.
Call Export and ECI Transcription
For each call, CloudTalk sends the recording to Salesforce so Einstein Conversation Insights can process it.
After exporting a recording, Salesforce states that their ECI system can take anywhere from a few minutes to 48 hours to analyze the call a show the insights and transcripts within Salesforce. It is important to note that the time taken for exporting data depends entirely on the level of call traffic throughout your business and the amount of data to process.
What does an ECI call look like?
ECI calls are presented in the following fashion, with a timeline of the call, participants, audio and input separately displayed. You will also see call stats including any key words triggered.
The quality of the audio recording depends greatly on the hardware used and the connection of the respective parties. A high quality headset provides a superior recording that is easier for the ECI software to dissect. Regular occurrences of poor call quality will result in difficulties involving the automatic recognition of words, and therefore misrepresentation of overall data.
If you need any further assistance please do not hesitate to reach out to our Support team, we are always happy to help!