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Voice Insights Intelligent Discovery Assistant (IDA) Overview

Overview

The TCX Voice Insights Intelligent Discovery Assistant (IDA) chatbot is launching a private pilot with Twilio customers starting Wednesday, April 9, 2025. This document outlines how to access the tool, chatbot functionality, and usability expectations.

The TCX Voice Insights Intelligent Discovery AI Assistant is an AI-driven assistant that allows users to interact with voice call data using natural language. IDA can:

  • Help you troubleshoot voice-related issues, including stats and trends API data.
  • Can assist with data analysis and dive deeper into your voice data.
  • Provide recommendations to solve voice audio quality and connectivity errors and potential issues.

 

What You Need To Know

Account Enablement

The private pilot launch for TCX Voice Insights IDA begins on Wednesday, April 9, 2025. We will monitor usage, and plan to continue rolling out access in batches through the month of April. We expect to launch a full public beta to all customers in May 2025.

We’ll update this article with our official public beta launch date as we get closer to the time frame.

Accounts that have been added to the pilot will see the purple Ask AI button in the lower right corner of the Voice Insights page.
VI_IDA_icon_AskAI.png

If you do not see this icon, your account is not yet enabled to use IDA.

In our initial private pilot, only specific Twilio Account SIDs are being enabled. Once released for public beta, the feature will be enabled for all Twilio accounts - both parent and subaccounts.

 

Access TCX Voice Insights IDA

  1. Login to Twilio Console.
  2. Click the drop-down account selector menu, and then select the desired account.
    VI_IDA_01.png 
  3. From the left-side navigation panel, click the Monitor tab.
    VI_IDA_02.png 
  4. From the Monitor tab, click Insights > Voice > Calls.
    VI_IDA_03.png 
  5. From the Voice Insights page, click the purple Ask AI button in the lower right corner of the browser window to open the IDA panel.
    VI_IDA_04.png 
  6. The Voice Insights Intelligent Discovery Assistant will be displayed.
    VI_IDA_05.png 

 

TCX Voice Insights IDA Functionality Walkthrough

IDA Landing Page

VI_IDA_06.png

1. Twilio AI Assistant Logo: When a prompt is clicked, or a question is asked, the AI Assistant logo turns into a back button. When clicked, this back arrow returns users to the IDA landing page.

2. X button: Click the X button to collapse the IDA panel. Click the purple Ask AI button to re-open the IDA panel, and pick up where you left off.
Note: The IDA panel automatically collapses when the Voice Insights filters panel is opened.

3. Text entry field: Click the text entry field to type in your desired question for IDA.

4. Submit button: Click the Submit button to send your typed question to IDA. Alternatively, users can press the Return or Enter keys on their keyboard.

5. Built-in prompts: Click any of the built-in prompts on the IDA landing page to submit that question.
Note: Prompts that ask questions about your account’s call history will require Voice Insights Advanced Features to return specific details about your calls. Users that do not have Voice Insights Advanced Features enabled will see a generic response for the topic they asked about, along with a call to action for upgrading to Voice Insights Advanced Features.

 

IDA Chat Page

VI_IDA_07.png

1. Back button: Clicking the back button returns users to the IDA landing page. Once on the landing page, this turns back into the Twilio AI Assistant logo.

2. X button: Click the X button to collapse the IDA panel. Click the purple Ask AI button to re-open the IDA panel, and pick up where you left off.

3. Your query: IDA displays your questions as “You” in the chat, along with your initials.

4. Assistant Response: IDA’s responses are displayed as “Assistant” in the chat, along with the Twilio AI Assistant logo.

5. View date range: Click this link to view the start and end dates for any call data reported by IDA.
Note: View data range is only displayed for IDA responses that share data from the Voice Stats or Voice Trends APIs.

6. Thumbs up or Thumbs down: Click these icons to tell us if the IDA response was helpful or not. Thumbs down (unhelpful) clicks give users a text field to enter more details about their feedback.

7. IDA CSAT: Click Provide Intelligent Discovery feedback to give a customer satisfaction rating for your IDA chatbot session.

8. Text entry field: Click the text entry field to type in a follow-up question for IDA.

 

Tool Capabilities

Voice Insights Advanced Features

TCX Voice Insights Intelligent Discovery Assistant (IDA) chatbot will only provide answers to questions about specific account call data for accounts that have Voice Insights Advanced Features enabled. Accounts without Advanced Features enabled can still ask questions to the chatbot, but responses will only include publicly available information about your query like common causes for issues, and troubleshooting.

Subaccounts automatically inherit the Voice Insights Advanced Features status from their parent account. However, this feature can be manually disabled at the subaccount level without affecting the parent account.

API Data Limitations

The TCX Voice Insights IDA API integrations only contain call statistics from the past 30 days. Data available from these integrations including the direction (inbound vs outbound), call quality information (silence, network issues, etc.), and connection details (busy, failed, completed, etc.).

Our current API integrations do not provide insight into Conferences, JavaScript SDK (Client) endpoints, SIP endpoints, or specific Call SID resources. We are reviewing the best options for expanding IDA functionality, and will update this page when we have more news to share.

Contacting Support

The TCX Voice Insights IDA page does not currently allow you to reach out to Support. While we investigate the best way to implement this feature, please reach out to Support via the Twilio Help Center.

 

Frequently Asked Questions

Question: How does the TCX Voice Insights Intelligent Discovery Assistant (IDA) work?

IDA uses machine-learning technologies to review and analyze voice insights data, providing users with assessments of data, and resources based on its findings.

Are there limitations to the Intelligent Discovery Assistant for TCX Voice Insights?

Yes -

  • Access to TCX Voice Insights IDA’s account data integrations is only available to customers who pay for Voice Insights Advanced Features.
  • TCX Voice Insights IDA’s account data integrations only provide call statistics and trends.
  • TCX Voice Insights is only able to access data from the last 30 days.

What happens if a customer who does not pay for Voice Insights Advanced Features tries to use the Intelligent Discovery Assistance for TCX Voice Insights?

In this case, users on the account will be provided with a general response to any queries in the chatbot. These responses will be formed from existing publicly available documentation, and will include a link to subscribe to Voice Insights Advanced Features. No data from the API integration will be provided in these responses.

 

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