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Configure AI analysis and data processing for Insights and Supporting metrics.

IMPORTANT

The AI analysis features are not compliant and must not be used with Protected Health Information (PHI) or in HIPAA-eligible environments.

If your organization is subject to HIPAA regulations or handles PHI, do not use AI analysis for any PHI-related data, communications, or processing.

To ensure full compliance with HIPAA requirements, you can turn off these features in Insights → Settings.

By using AI analysis with PHI, you do so entirely at your own risk. Infobip assumes no responsibility or liability for any breach, unauthorized disclosure, or non-compliance with HIPAA regulations resulting from such use.

For questions about HIPAA compliance, turning off these features, or compliant alternatives, contact your compliance officer or Infobip Support.


AI analysis

Use AI to detect topics, evaluate interaction outcomes, and generate summaries from customer interactions.

AI analysis is one account-level setting. It controls topic detection, outcome evaluation, interaction summaries, and Customer context, including facts, Customer context summaries, and the briefing on the AI customer context card in Inbox.

AI analysis is the first of 3 switches that Customer context needs. Customer context also needs the Enabled toggle on the Custom facts tab in Customer Profiles. To show the context to agents, turn on Show AI customer context to agents on the AI customer context tab in Inbox AI settings. For details, see Set up Customer context.

Before you begin, make sure you have permission to change Insights settings.

To turn AI analysis on or off:

  1. Go to Insights → Settings.
  2. Turn on the AI analysis toggle to start AI analysis. Turn off the toggle to stop it.

Data processing

When you turn off AI analysis, AI models do not process interaction data. You can turn on AI analysis again at any time to get AI-powered insights.

When AI analysis is off, the following applies:

  • AI models do not analyze interactions that happen while AI analysis is off.
  • Topic detection, interaction outcome evaluation, and interaction summaries are unavailable.
  • AI analysis does not extract custom facts from these interactions.
  • AI analysis does not generate briefings for the AI customer context card, because Customer context builds on AI analysis. Agents do not see a briefing on the AI customer context card in Inbox.
  • Analytics may be incomplete for the period when AI analysis is off.
  • Facts and summaries that AI analysis already generated remain available.


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