Tab AI Policies
The AI Policies tab provides a comprehensive environment to manage your policies effectively. This tab is central to implementing and monitoring policies that ensure conversations are recorded, managed and recognized according to your privacy and compliance requirements.
To use and manage the AI Policies tab, an additional Compliance license is required for the Compliance Officer or Compliance employee.
Activate the authorizations for the Compliance tab, see Administration Manual Recording Insights Configure > tab Settings > User configuration > tab Rules > Access rule for user access - user rights > Compliance
- Click on the tab AI Policies.
- The following window appears:
Legend | Option / function | Description |
1 |
| Create, manage, activate and deactivate the policies that form the framework for all recordings. These basic policies determine where, how and for whom the rule is valid, see Tab Policies. |
2 |
| Define rules that are triggered based on the logic of trigger types. Policies can refer to Policy rules, Scorecard, the AI Assistant or AI Categorization. Define trigger types such as categories, patterns, adherence phrases, AI adherence phrases, AI questions and combine the trigger types with AND or OR, see tab Tab Policy Rules. |
3 | Policy Rules Trigger | Define which content or features are to be recognized in a recording. Each configuration represents a single trigger that can later be used in a policy rule, see Tab Policy Rules Triggers. |
| Determine phrases that are important for compliance with the guidelines and can serve as an indicator to check requirements for call content, see Tab Adherence Phrases. | |
| Determine phrases that recognize phrases with the same or similar meaning with the help of AI. Statements with the same intention can be recognized despite linguistic variation, see Tab AI Adherence Phrases. | |
| Define AI questions for compliance policy or quality management analysis. The AI answers the questions intelligently and tailored to the conversation, see Tab AI Questions. | |
| Create and manage categories to classify the recorded data by topic or relevance, see Tab Categories. | |
| Create and edit patterns that are used to identify relevant conversations, see Tab Patterns. | |
4 |
| Manage the scorecards that define the criteria for evaluating agent performance. Create, edit or delete scorecards to meet individual requirements, see Tab Quality Management. |
5 |
| Define a dynamic and context-based recognition of conversation content. The AI recognizes semantic connections within a conversation and outputs them as category suggestions, see Tab AI Categorization. |
6 | AI Assistant | The AI Assistant offers users the opportunity to ask predefined or freely formulated questions to an AI and receive corresponding answers. This functionality is controlled by the AI Policy Engine and can be configured according to user rights, see Tab AI Assistant. |
Description of the functions
- Click on the icon
.
- The drop-down list opens with the following functions:
| Open Recording Insights in a separate window | The option is only available when using Recording Insights in the Microsoft Teams desktop app. |
| Reload app | The app is reloaded. |
| Go to website | The website of ASC Technologies AG is called up. |
| About | The information for Recording Insights is displayed. |
| Share app | The app can be shared with other users. |
| Open help | Opens the online help, see Open Help. |
| Refresh view | Refreshes the view of the current tab. |
