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Index

 

What does AI Trainer do?

How can AI Trainer be installed?

How can I configure access to AI Trainer?

Why doesn’t my account show any models to start with?

Which roles does AI Trainer include per default, and how are they configured?

Speech to text model

What AI products were integrated with AI Trainer? 

What type of models are supported?

What languages are supported in AI Trainer models?

Which model providers are supported?

 

 

What does AI Trainer do?

Talkdesk AI Trainer™ is the first human-in-the-loop tool to be included in the operational flow of contact centers, allowing for continuous improvement of AI models. With AI Trainer, non-technical staff can easily apply their domain expertise through clicks, rather than code.

Crowdsourcing these improvements next to a larger audience (for example, your agents) allows you to gather more feedback and therefore increase the performance of your models at a faster pace and at a lower cost. 

Through our quality system, you have the final say regarding the choice of improvements to be introduced on your models and the products that make use of those models.

AI Trainer enables you to successfully resolve more cases through automation and improve accuracy, increasing customer satisfaction and decreasing the cost per case.

How can AI Trainer be installed?

AI Trainer is available to all customers. The application is preinstalled by default in your account. After installation and access configuration (adding users or user groups to allow-list during installation), AI Trainer can be accessed from My Apps or via direct link. 

If you notice that AI Trainer is not installed in your account, please contact the Administrator of your account, so access can be granted.

 

How can I configure access to AI Trainer?

During installation, it is possible to configure which users, by name, or which user groups can access AI Trainer. If at any other given moment it is necessary to configure access, this can be done via Settings in the AI Trainer My Apps app (gear icon in top-right corner of application icon under My Apps). 

 

 

Why doesn’t my account show any models to start with?

If there are no model cards shown on the Models' page, it means no models or integrations are configured for the account. Please reach out to us to create and configure a new model (via AI Settings).

 

Which roles does AI Trainer include per default, and how are they configured?

By default, when a Talkdesk account is created, the following roles are created: Administrator, Supervisor, and Agent. For more details, please click here. 

 

 

It is also possible to add, to a custom role, specific AI Trainer permissions. This is possible for Admins, by accessing Talkdesk Classsic (Admin section > Roles and Permissions tab). Select Edit permissions on the custom role and expand the details of AI Trainer to select the permissions you wish to allow.

Below, you can find a description of the different permissions and the default permissions that each role has on AI Trainer. Please note that, currently, Administrators and Supervisors have the same permissions. 

 

Models 

• View: read-only access to the Models page.

Intent models

• Trends: 
• View: read-only access to the Trends page.
• Inbox:
• View: read-only access to the Inbox page.
• Label data: classify utterances with their corresponding intents.
• Intents: 
• View: read-only access to the Intents page.
• Create: create new intents.
• Edit: edit intents.
• Delete: delete intents.
• Entities: 
• View: read-only access to the Entities page.
• Create: create new entities.
• Edit: edit entities.
• Delete: delete entities.
• Quality check: recommended to give access only to advanced users
• View: read-only access to the Quality check page.
• Review intent: approve or decline the classification of intents. 
• Launch: recommended to give access only to advanced users
• View: read-only access to the Quality check page.
• Launch intent: deploy the changes made to intents to the model and to the products that make use of the model.

Speech to text model

• Vocabulary:
• View: read-only access to the Vocabulary page.
• Create: create new phrases.
• Edit: edit phrases.
• Delete: delete phrases.
• Test: test vocabulary.

Clustering 

• View: read-only access to the Clustering page.

AI Trainer | Roles and Permissions
Areas		Roles
		Administrator / Supervisor					Agent
Models		View					View
Intent Model	Trends	View					View
	Inbox	View	Label data				View	Label data
	Intents	View	Create	Edit	Delete		View
	Entities	View	Create	Edit	Delete		View
	Quality check	View	Review intent
	Launch	View	Launch intent
Speech to text Model	Vocabulary	View	Test	Create	Edit	Delete	View
Clustering Model		View					View

What AI products were integrated with AI Trainer?

AI Trainer has been used and tested in integration with Talkdesk Autopilot, Copilot, Interaction Analytics, Knowledge Management,  and Quality Management Assist.

 

What type of models are supported?

At the moment of General Availability (GA) release, AI Trainer supports Speech-to-Text models and Intent detection models (with entity extraction as well). 

 

What languages are supported in AI Trainer models?

Following are the supported languages.

Note: It might vary considering the chosen provider.

• Streaming mode:
• Mandarin Chinese – Mainland (zh-CN).
• Australian English (en-AU).
• British English (en-GB).
• US English (en-US).
• French (fr-FR).
• Canadian French (fr-CA).
• German (de-DE).
• Italian (it-IT).
• Japanese (ja-JP).
• Korean (ko-KR).
• Brazilian Portuguese (pt-BR).
• US Spanish (es-US).
• Batch transcriptions: if your STT model is configured for batch transcriptions, live testing of the STT model with your own voice (Test vocabulary) won’t work. This feature is only supported in streaming mode. 
• Gulf Arabic (ar-AE).
• Modern Standard Arabic (ar-SA).
• Mandarin Chinese – Mainland (zh-CN).
• Dutch (nl-NL).
• Australian English (en-AU).
• British English (en-GB).
• Indian English (en-IN).
• Irish English (en-IE).
• Scottish English (en-AB).
• US English (en-US).
• Welsh English (en-WL).
• Spanish (es-ES).
• US Spanish (es-US).
• French (fr-FR).
• Canadian French (fr-CA).
• Farsi Persian (fa-IR).
• German (de-DE).
• Swiss German (de-CH).
• Hebrew (he-IL).
• Indian Hindi (hi-IN).
• Indonesian (id-ID).
• Italian (it-IT).
• Japanese (ja-JP).
• Korean (ko-KR).
• Malay (ms-MY).
• Portuguese (pt-PT).
• Brazilian Portuguese (pt-BR).
• Russian (ru-RU).
• Tamil (ta-IN).
• Telugu (te-IN).
• Turkish (tr-TR).

Training intent detection models:

Note: Please reach out to Talkdesk Support to know which local variants and other supported languages are available in Preview mode.

• Bengali (bn).
• Chinese - Cantonese (zh-HK).
• Chinese - Simplified (zh-CN).
• Chinese - Traditional (zh-TW).
• Danish (da).
• Dutch (nl).
• English (en).
• French (fr).
• German (de).
• Hindi (hi).
• Indonesian (id).
• Italian (it).
• Japanese (ja).
• Korean (ko).
• Norwegian (no).
• Polish (pl).
• Portuguese - Portugal (pt).
• Russian (ru).
• Spanish (es).
• Swedish (sv).
• Thai (th).
• Turkish (tr).
• Ukrainian (uk).

 

Which model providers are supported?

For intent models, AI Trainer supports Google Dialogflow (both the ES and the CX editions), Talkdesk’s NLU services, and Amazon LEX.