Analyze conversations using Custom Highlights

Overview

Custom Highlights functions in a similar way as the Smart Highlights feature. A highlightcontains keywords, phrases or sentences that Insights recognizes as being important to determining the user's intent. If highlights are present, they are labeled in the returned transcript. Smart Highlights automatically detects highlights based on a range of pre-set scenarios, while Custom Highlights lets you specify custom criteria that should be recognized as highlights.

A custom highlight can be made up of one or more phrase match rule groups. A phrase match rule group contains one or more rules. You can use the following parameters to customize the behavior of your rules.

Rules to determine a match

You can specify whether a highlight should be detected if only one of the rule groups resolves to true , or if all of the rule groups resolve to true . Similarly, you can specify that a rule group should resolve to true if only one of its rules is met, or if conditions for all rules in the rule group must be met.

Create a custom highlight using the Insights API

Detect "any of" a list of specified query strings

The following sample creates a PhraseMatcher object that tells Insights to add highlight labels to eitherof two phrases whenever they appear in a conversation. Both phrases don't need to appear in order to be detected as a highlight.

Permissions required for this task

To perform this task, you must have the following permissions :

contactcenterinsights.phraseMatchers.create

REST

See the PhraseMatcherType and PhraseMatchRuleGroupType reference documentation for complete details. Substituting PHONE and CELLPHONE for the two query fields should result in the sample output.

Before using any of the request data, make the following replacements:

PROJECT_ID : your Google Cloud project ID.
DISPLAY_NAME : the human-readible name of the phrase matcher.
QUERY : the word or phrase to be matched.

HTTP method and URL:

POST https://contactcenterinsights.googleapis.com/v1/projects/ PROJECT_ID 
/locations/us-central1/phraseMatchers

Request JSON body:

{
  "display_name": DISPLAY_NAME 
,
  "type": "ANY_OF",
  "active": true,
  "phrase_match_rule_groups": {
    "type": "ANY_OF",
    "phrase_match_rules": {
      "query": QUERY 
"config": {
        "exact_match_config": {}
      }
    },
    "phrase_match_rules": {
      "query": QUERY 
"config": {
        "exact_match_config": {}
      }
    }
  }
}

To send your request, expand one of these options:

curl (Linux, macOS, or Cloud Shell)

Note: The following command assumes that you have logged in to the gcloud CLI with your user account by running gcloud init or gcloud auth login , or by using Cloud Shell , which automatically logs you into the gcloud CLI . You can check the currently active account by running gcloud auth list .

Save the request body in a file named request.json , and execute the following command:

curl -X POST \
-H "Authorization: Bearer $(gcloud auth print-access-token)" \
-H "Content-Type: application/json; charset=utf-8" \
-d @request.json \
"https://contactcenterinsights.googleapis.com/v1/projects/ PROJECT_ID 
/locations/us-central1/phraseMatchers"

PowerShell (Windows)

Note: The following command assumes that you have logged in to the gcloud CLI with your user account by running gcloud init or gcloud auth login . You can check the currently active account by running gcloud auth list .

Save the request body in a file named request.json , and execute the following command:

$cred = gcloud auth print-access-token
$headers = @{ "Authorization" = "Bearer $cred" }

Invoke-WebRequest `
-Method POST `
-Headers $headers `
-ContentType: "application/json; charset=utf-8" `
-InFile request.json `
-Uri "https://contactcenterinsights.googleapis.com/v1/projects/ PROJECT_ID 
/locations/us-central1/phraseMatchers" | Select-Object -Expand Content

You should receive a JSON response similar to the following:

{
  "name": "projects/ PROJECT_ID 
/locations/us-central1/phraseMatchers/ PHRASE_MATCHER_ID 
",
  "revisionId": " REVISION_ID 
",
  "revisionCreateTime": "2021-01-20T10:10:10.123000Z",
  "displayName": "PHONE_SERVICE",
  "type": "ANY_OF",
  "active": true,
  "phraseMatchRuleGroups": [
    {
      "type": "ANY_OF",
      "phraseMatchRules": [
        {
          "query": "PHONE",
          "config": {
            "exactMatchConfig": {}
          }
        },
        {
          "query": "CELLPHONE",
          "config": {
            "exactMatchConfig": {}
          }
        }
      ]
    }
  ],
  "activationUpdateTime": "2021-01-20T10:10:10.123000Z"
}

Python

To authenticate to Insights, set up Application Default Credentials. For more information, see Set up authentication for a local development environment .

  from 
  
 google.cloud 
  
 import 
 contact_center_insights_v1 
 def 
  
 create_phrase_matcher_any_of 
 ( 
 project_id 
 : 
 str 
 , 
 ) 
 - 
> contact_center_insights_v1 
 . 
 PhraseMatcher 
 : 
  
 """Creates a phrase matcher that matches any of the specified queries. 
 Args: 
 project_id: 
 The project identifier. For example, 'my-project'. 
 Returns: 
 A phrase matcher. 
 """ 
 # Construct a parent resource. 
 parent 
 = 
 ( 
 contact_center_insights_v1 
 . 
 ContactCenterInsightsClient 
 . 
 common_location_path 
 ( 
 project_id 
 , 
 "us-central1" 
 ) 
 ) 
 # Construct a phrase matcher that matches any of its rule groups. 
 phrase_matcher 
 = 
 contact_center_insights_v1 
 . 
 PhraseMatcher 
 () 
 phrase_matcher 
 . 
 display_name 
 = 
 "PHONE_SERVICE" 
 phrase_matcher 
 . 
 type_ 
 = 
 ( 
 contact_center_insights_v1 
 . 
 PhraseMatcher 
 . 
 PhraseMatcherType 
 . 
 ANY_OF 
 ) 
 phrase_matcher 
 . 
 active 
 = 
 True 
 # Construct a rule group to match the word "PHONE" or "CELLPHONE", ignoring case sensitivity. 
 rule_group 
 = 
 contact_center_insights_v1 
 . 
 PhraseMatchRuleGroup 
 () 
 rule_group 
 . 
 type_ 
 = 
 ( 
 contact_center_insights_v1 
 . 
 PhraseMatchRuleGroup 
 . 
 PhraseMatchRuleGroupType 
 . 
 ANY_OF 
 ) 
 for 
 word 
 in 
 [ 
 "PHONE" 
 , 
 "CELLPHONE" 
 ]: 
 rule 
 = 
 contact_center_insights_v1 
 . 
 PhraseMatchRule 
 () 
 rule 
 . 
 query 
 = 
 word 
 rule 
 . 
 config 
 . 
 exact_match_config 
 = 
 contact_center_insights_v1 
 . 
 ExactMatchConfig 
 () 
 rule_group 
 . 
 phrase_match_rules 
 . 
 append 
 ( 
 rule 
 ) 
 phrase_matcher 
 . 
 phrase_match_rule_groups 
 . 
 append 
 ( 
 rule_group 
 ) 
 # Call the Insights client to create a phrase matcher. 
 insights_client 
 = 
 contact_center_insights_v1 
 . 
 ContactCenterInsightsClient 
 () 
 phrase_matcher 
 = 
 insights_client 
 . 
 create_phrase_matcher 
 ( 
 parent 
 = 
 parent 
 , 
 phrase_matcher 
 = 
 phrase_matcher 
 ) 
 print 
 ( 
 f 
 "Created 
 { 
 phrase_matcher 
 . 
 name 
 } 
 " 
 ) 
 return 
 phrase_matcher

Java

To authenticate to Insights, set up Application Default Credentials. For more information, see Set up authentication for a local development environment .

  import 
  
 com.google.cloud.contactcenterinsights.v1. ContactCenterInsightsClient 
 
 ; 
 import 
  
 com.google.cloud.contactcenterinsights.v1. ExactMatchConfig 
 
 ; 
 import 
  
 com.google.cloud.contactcenterinsights.v1. LocationName 
 
 ; 
 import 
  
 com.google.cloud.contactcenterinsights.v1. PhraseMatchRule 
 
 ; 
 import 
  
 com.google.cloud.contactcenterinsights.v1. PhraseMatchRuleConfig 
 
 ; 
 import 
  
 com.google.cloud.contactcenterinsights.v1. PhraseMatchRuleGroup 
 
 ; 
 import 
  
 com.google.cloud.contactcenterinsights.v1. PhraseMatcher 
 
 ; 
 import 
  
 java.io.IOException 
 ; 
 public 
  
 class 
 CreatePhraseMatcherAnyOf 
  
 { 
  
 public 
  
 static 
  
 void 
  
 main 
 ( 
 String 
 [] 
  
 args 
 ) 
  
 throws 
  
 IOException 
  
 { 
  
 // TODO(developer): Replace this variable before running the sample. 
  
 String 
  
 projectId 
  
 = 
  
 "my_project_id" 
 ; 
  
 createPhraseMatcherAnyOf 
 ( 
 projectId 
 ); 
  
 } 
  
 public 
  
 static 
  
  PhraseMatcher 
 
  
 createPhraseMatcherAnyOf 
 ( 
 String 
  
 projectId 
 ) 
  
 throws 
  
 IOException 
  
 { 
  
 // Initialize client that will be used to send requests. This client only needs to be created 
  
 // once, and can be reused for multiple requests. After completing all of your requests, call 
  
 // the "close" method on the client to safely clean up any remaining background resources. 
  
 try 
  
 ( 
  ContactCenterInsightsClient 
 
  
 client 
  
 = 
  
  ContactCenterInsightsClient 
 
 . 
 create 
 ()) 
  
 { 
  
 // Construct a phrase matcher that matches any of its rule groups. 
  
  PhraseMatcher 
 
 . 
 Builder 
  
 phraseMatcher 
  
 = 
  
  PhraseMatcher 
 
 . 
 newBuilder 
 () 
  
 . 
 setDisplayName 
 ( 
 "PHONE_SERVICE" 
 ) 
  
 . 
 setTypeValue 
 ( 
 2 
 ) 
  
 . 
 setActive 
 ( 
 true 
 ); 
  
 // Construct a rule group to match the word "PHONE" or "CELLPHONE", ignoring case sensitivity. 
  
  PhraseMatchRuleGroup 
 
 . 
 Builder 
  
 ruleGroup 
  
 = 
  
  PhraseMatchRuleGroup 
 
 . 
 newBuilder 
 (). 
 setTypeValue 
 ( 
 2 
 ); 
  
 String 
 [] 
  
 words 
  
 = 
  
 { 
 "PHONE" 
 , 
  
 "CELLPHONE" 
 }; 
  
 for 
  
 ( 
 String 
  
 w 
  
 : 
  
 words 
 ) 
  
 { 
  
  PhraseMatchRule 
 
 . 
 Builder 
  
 rule 
  
 = 
  
  PhraseMatchRule 
 
 . 
 newBuilder 
 () 
  
 . 
 setQuery 
 ( 
 w 
 ) 
  
 . 
  setConfig 
 
 ( 
  
  PhraseMatchRuleConfig 
 
 . 
 newBuilder 
 () 
  
 . 
  setExactMatchConfig 
 
 ( 
  ExactMatchConfig 
 
 . 
 newBuilder 
 (). 
 build 
 ()) 
  
 . 
 build 
 ()); 
  
 ruleGroup 
 . 
  addPhraseMatchRules 
 
 ( 
 rule 
 . 
 build 
 ()); 
  
 } 
  
 phraseMatcher 
 . 
  addPhraseMatchRuleGroups 
 
 ( 
 ruleGroup 
 . 
 build 
 ()); 
  
 // Construct a parent resource. 
  
  LocationName 
 
  
 parent 
  
 = 
  
  LocationName 
 
 . 
 of 
 ( 
 projectId 
 , 
  
 "us-central1" 
 ); 
  
 // Call the Insights client to create a phrase matcher. 
  
  PhraseMatcher 
 
  
 response 
  
 = 
  
 client 
 . 
 createPhraseMatcher 
 ( 
 parent 
 , 
  
 phraseMatcher 
 . 
 build 
 ()); 
  
 System 
 . 
 out 
 . 
 printf 
 ( 
 "Created %s%n" 
 , 
  
 response 
 . 
  getName 
 
 ()); 
  
 return 
  
 response 
 ; 
  
 } 
  
 } 
 }

Node.js

To authenticate to Insights, set up Application Default Credentials. For more information, see Set up authentication for a local development environment .

  /** 
 * TODO(developer): Uncomment this variable before running the sample. 
 */ 
 // const projectId = 'my_project_id'; 
 // Imports the Contact Center Insights client. 
 const 
  
 { 
  
 ContactCenterInsightsClient 
 , 
 } 
  
 = 
  
 require 
 ( 
 ' @google-cloud/contact-center-insights 
' 
 ); 
 // Instantiates a client. 
 const 
  
 client 
  
 = 
  
 new 
  
  ContactCenterInsightsClient 
 
 (); 
 async 
  
 function 
  
 createPhraseMatcherAnyOf 
 () 
  
 { 
  
 const 
  
 [ 
 phraseMatcher 
 ] 
  
 = 
  
 await 
  
 client 
 . 
 createPhraseMatcher 
 ({ 
  
 parent 
 : 
  
 client 
 . 
  locationPath 
 
 ( 
 projectId 
 , 
  
 'us-central1' 
 ), 
  
 phraseMatcher 
 : 
  
 { 
  
 displayName 
 : 
  
 'PHONE_SERVICE' 
 , 
  
 type 
 : 
  
 'ANY_OF' 
 , 
  
 active 
 : 
  
 true 
 , 
  
 phraseMatchRuleGroups 
 : 
  
 [ 
  
 { 
  
 type 
 : 
  
 'ANY_OF' 
 , 
  
 phraseMatchRules 
 : 
  
 [ 
  
 { 
  
 query 
 : 
  
 'PHONE' 
 , 
  
 config 
 : 
  
 { 
  
 exactMatchConfig 
 : 
  
 {}, 
  
 }, 
  
 }, 
  
 { 
  
 query 
 : 
  
 'CELLPHONE' 
 , 
  
 config 
 : 
  
 { 
  
 exactMatchConfig 
 : 
  
 {}, 
  
 }, 
  
 }, 
  
 ], 
  
 }, 
  
 ], 
  
 }, 
  
 }); 
  
 console 
 . 
 info 
 ( 
 `Created 
 ${ 
 phraseMatcher 
 . 
 name 
 } 
 ` 
 ); 
 } 
 createPhraseMatcherAnyOf 
 ();

Detect "all of" a list of specified query strings

The following sample creates a PhraseMatcher object that tells Insights to add highlight labels to conversations that docontain the query words in the first phraseMatchRuleGroups but also do notcontain the query words in the second 'phraseMatchRuleGroups` .

Permissions required for this task

To perform this task, you must have the following permissions :

contactcenterinsights.phraseMatchers.create

REST

See the PhraseMatcherType and PhraseMatchRuleGroupType reference documentation for complete details. Substituting PHONE and CELLPHONE for the two query fields and SHIPPING and DELIVERY for the second two query fields should result in the sample output. The sample tells Insights to add highlight labels to conversations that contain "phone" and "cellphone" but don't contain "shipping" or "delivery".

Before using any of the request data, make the following replacements:

PROJECT_ID : your Google Cloud project ID.
DISPLAY_NAME : the human-readible name of the phrase matcher.
QUERY : the word or phrase to be matched.

HTTP method and URL:

POST https://contactcenterinsights.googleapis.com/v1/projects/ PROJECT_ID 
/locations/us-central1/phraseMatchers

Request JSON body:

{
  "display_name": DISPLAY_NAME 
,
  "type": "ALL_OF",
  "active": true,
  "phrase_match_rule_groups": {
    "type": "ANY_OF",
    "phrase_match_rules": {
      "query": QUERY 
"config": {
        "exact_match_config": {}
      }
    },
    "phrase_match_rules": {
      "query": QUERY 
"config": {
        "exact_match_config": {}
      }
    },
    "phrase_match_rule_groups": {
      "type": "ALL_OF",
      "phrase_match_rules": {
        "query": QUERY 
"negated": "true"
        "config": {
          "exact_match_config": {}
        }
      },
      "phrase_match_rules": {
        "query": QUERY 
"negated": "true"
        "config": {
          "exact_match_config": {}
        }
      }
    }
  }
}

To send your request, expand one of these options:

curl (Linux, macOS, or Cloud Shell)

Save the request body in a file named request.json , and execute the following command:

curl -X POST \
-H "Authorization: Bearer $(gcloud auth print-access-token)" \
-H "Content-Type: application/json; charset=utf-8" \
-d @request.json \
"https://contactcenterinsights.googleapis.com/v1/projects/ PROJECT_ID 
/locations/us-central1/phraseMatchers"

PowerShell (Windows)

Save the request body in a file named request.json , and execute the following command:

$cred = gcloud auth print-access-token
$headers = @{ "Authorization" = "Bearer $cred" }

Invoke-WebRequest `
-Method POST `
-Headers $headers `
-ContentType: "application/json; charset=utf-8" `
-InFile request.json `
-Uri "https://contactcenterinsights.googleapis.com/v1/projects/ PROJECT_ID 
/locations/us-central1/phraseMatchers" | Select-Object -Expand Content

You should receive a JSON response similar to the following:

{
  "name": "projects/ PROJECT_ID 
/locations/us-central1/phraseMatchers/ PHRASE_MATCHER_ID 
",
  "revisionId": "456456456",
  "revisionCreateTime": "2021-01-20T10:10:10.123000Z",
  "displayName": "NON_SHIPPING_PHONE_SERVICE",
  "type": "ALL_OF",
  "active": true,
  "phraseMatchRuleGroups": [
    {
      "type": "ANY_OF",
      "phraseMatchRules": [
        {
          "query": "PHONE",
          "config": {
            "exactMatchConfig": {}
          }
        },
        {
          "query": "CELLPHONE",
          "config": {
            "exactMatchConfig": {}
          }
        }
      ]
    },
    {
      "type": "ALL_OF",
      "phraseMatchRules": [
        {
          "query": "SHIPPING",
          "negated": true,
          "config": {
            "exactMatchConfig": {}
          }
        },
        {
          "query": "DELIVERY",
          "negated": true,
          "config": {
            "exactMatchConfig": {}
          }
        }
      ]
    }
  ],
  "activationUpdateTime": "2021-01-20T10:10:10.123000Z"
}

Python

To authenticate to Insights, set up Application Default Credentials. For more information, see Set up authentication for a local development environment .

  from 
  
 google.cloud 
  
 import 
 contact_center_insights_v1 
 def 
  
 create_phrase_matcher_all_of 
 ( 
 project_id 
 : 
 str 
 , 
 ) 
 - 
> contact_center_insights_v1 
 . 
 PhraseMatcher 
 : 
  
 """Creates a phrase matcher that matches all specified queries. 
 Args: 
 project_id: 
 The project identifier. For example, 'my-project'. 
 Returns: 
 A phrase matcher. 
 """ 
 # Construct a parent resource. 
 parent 
 = 
 ( 
 contact_center_insights_v1 
 . 
 ContactCenterInsightsClient 
 . 
 common_location_path 
 ( 
 project_id 
 , 
 "us-central1" 
 ) 
 ) 
 # Construct a phrase matcher that matches all of its rule groups. 
 phrase_matcher 
 = 
 contact_center_insights_v1 
 . 
 PhraseMatcher 
 () 
 phrase_matcher 
 . 
 display_name 
 = 
 "NON_SHIPPING_PHONE_SERVICE" 
 phrase_matcher 
 . 
 type_ 
 = 
 ( 
 contact_center_insights_v1 
 . 
 PhraseMatcher 
 . 
 PhraseMatcherType 
 . 
 ALL_OF 
 ) 
 phrase_matcher 
 . 
 active 
 = 
 True 
 # Construct a rule group to match the word "PHONE" or "CELLPHONE", ignoring case sensitivity. 
 rule_group_phone_or_cellphone 
 = 
 contact_center_insights_v1 
 . 
 PhraseMatchRuleGroup 
 () 
 rule_group_phone_or_cellphone 
 . 
 type_ 
 = 
 ( 
 contact_center_insights_v1 
 . 
 PhraseMatchRuleGroup 
 . 
 PhraseMatchRuleGroupType 
 . 
 ANY_OF 
 ) 
 for 
 word 
 in 
 [ 
 "PHONE" 
 , 
 "CELLPHONE" 
 ]: 
 rule 
 = 
 contact_center_insights_v1 
 . 
 PhraseMatchRule 
 () 
 rule 
 . 
 query 
 = 
 word 
 rule 
 . 
 config 
 . 
 exact_match_config 
 = 
 contact_center_insights_v1 
 . 
 ExactMatchConfig 
 () 
 rule_group_phone_or_cellphone 
 . 
 phrase_match_rules 
 . 
 append 
 ( 
 rule 
 ) 
 phrase_matcher 
 . 
 phrase_match_rule_groups 
 . 
 append 
 ( 
 rule_group_phone_or_cellphone 
 ) 
 # Construct another rule group to not match the word "SHIPPING" or "DELIVERY", ignoring case sensitivity. 
 rule_group_not_shipping_or_delivery 
 = 
 ( 
 contact_center_insights_v1 
 . 
 PhraseMatchRuleGroup 
 () 
 ) 
 rule_group_not_shipping_or_delivery 
 . 
 type_ 
 = 
 ( 
 contact_center_insights_v1 
 . 
 PhraseMatchRuleGroup 
 . 
 PhraseMatchRuleGroupType 
 . 
 ALL_OF 
 ) 
 for 
 word 
 in 
 [ 
 "SHIPPING" 
 , 
 "DELIVERY" 
 ]: 
 rule 
 = 
 contact_center_insights_v1 
 . 
 PhraseMatchRule 
 () 
 rule 
 . 
 query 
 = 
 word 
 rule 
 . 
 negated 
 = 
 True 
 rule 
 . 
 config 
 . 
 exact_match_config 
 = 
 contact_center_insights_v1 
 . 
 ExactMatchConfig 
 () 
 rule_group_not_shipping_or_delivery 
 . 
 phrase_match_rules 
 . 
 append 
 ( 
 rule 
 ) 
 phrase_matcher 
 . 
 phrase_match_rule_groups 
 . 
 append 
 ( 
 rule_group_not_shipping_or_delivery 
 ) 
 # Call the Insights client to create a phrase matcher. 
 insights_client 
 = 
 contact_center_insights_v1 
 . 
 ContactCenterInsightsClient 
 () 
 phrase_matcher 
 = 
 insights_client 
 . 
 create_phrase_matcher 
 ( 
 parent 
 = 
 parent 
 , 
 phrase_matcher 
 = 
 phrase_matcher 
 ) 
 print 
 ( 
 f 
 "Created 
 { 
 phrase_matcher 
 . 
 name 
 } 
 " 
 ) 
 return 
 phrase_matcher

Java

To authenticate to Insights, set up Application Default Credentials. For more information, see Set up authentication for a local development environment .

  import 
  
 com.google.cloud.contactcenterinsights.v1. ContactCenterInsightsClient 
 
 ; 
 import 
  
 com.google.cloud.contactcenterinsights.v1. ExactMatchConfig 
 
 ; 
 import 
  
 com.google.cloud.contactcenterinsights.v1. LocationName 
 
 ; 
 import 
  
 com.google.cloud.contactcenterinsights.v1. PhraseMatchRule 
 
 ; 
 import 
  
 com.google.cloud.contactcenterinsights.v1. PhraseMatchRuleConfig 
 
 ; 
 import 
  
 com.google.cloud.contactcenterinsights.v1. PhraseMatchRuleGroup 
 
 ; 
 import 
  
 com.google.cloud.contactcenterinsights.v1. PhraseMatcher 
 
 ; 
 import 
  
 java.io.IOException 
 ; 
 public 
  
 class 
 CreatePhraseMatcherAllOf 
  
 { 
  
 public 
  
 static 
  
 void 
  
 main 
 ( 
 String 
 [] 
  
 args 
 ) 
  
 throws 
  
 IOException 
  
 { 
  
 // TODO(developer): Replace this variable before running the sample. 
  
 String 
  
 projectId 
  
 = 
  
 "my_project_id" 
 ; 
  
 createPhraseMatcherAllOf 
 ( 
 projectId 
 ); 
  
 } 
  
 public 
  
 static 
  
  PhraseMatcher 
 
  
 createPhraseMatcherAllOf 
 ( 
 String 
  
 projectId 
 ) 
  
 throws 
  
 IOException 
  
 { 
  
 // Initialize client that will be used to send requests. This client only needs to be created 
  
 // once, and can be reused for multiple requests. After completing all of your requests, call 
  
 // the "close" method on the client to safely clean up any remaining background resources. 
  
 try 
  
 ( 
  ContactCenterInsightsClient 
 
  
 client 
  
 = 
  
  ContactCenterInsightsClient 
 
 . 
 create 
 ()) 
  
 { 
  
 // Construct a phrase matcher that matches all of its rule groups. 
  
  PhraseMatcher 
 
 . 
 Builder 
  
 phraseMatcher 
  
 = 
  
  PhraseMatcher 
 
 . 
 newBuilder 
 () 
  
 . 
 setDisplayName 
 ( 
 "NON_SHIPPING_PHONE_SERVICE" 
 ) 
  
 . 
 setTypeValue 
 ( 
 1 
 ) 
  
 . 
 setActive 
 ( 
 true 
 ); 
  
 // Construct a rule group to match the word "PHONE" or "CELLPHONE", ignoring case sensitivity. 
  
  PhraseMatchRuleGroup 
 
 . 
 Builder 
  
 ruleGroup1 
  
 = 
  
  PhraseMatchRuleGroup 
 
 . 
 newBuilder 
 (). 
 setTypeValue 
 ( 
 2 
 ); 
  
 String 
 [] 
  
 words1 
  
 = 
  
 { 
 "PHONE" 
 , 
  
 "CELLPHONE" 
 }; 
  
 for 
  
 ( 
 String 
  
 w 
  
 : 
  
 words1 
 ) 
  
 { 
  
  PhraseMatchRule 
 
 . 
 Builder 
  
 rule 
  
 = 
  
  PhraseMatchRule 
 
 . 
 newBuilder 
 () 
  
 . 
 setQuery 
 ( 
 w 
 ) 
  
 . 
  setConfig 
 
 ( 
  
  PhraseMatchRuleConfig 
 
 . 
 newBuilder 
 () 
  
 . 
  setExactMatchConfig 
 
 ( 
  ExactMatchConfig 
 
 . 
 newBuilder 
 (). 
 build 
 ()) 
  
 . 
 build 
 ()); 
  
 ruleGroup1 
 . 
  addPhraseMatchRules 
 
 ( 
 rule 
 . 
 build 
 ()); 
  
 } 
  
 phraseMatcher 
 . 
  addPhraseMatchRuleGroups 
 
 ( 
 ruleGroup1 
 . 
 build 
 ()); 
  
 // Construct another rule group to not match the word "SHIPPING" or "DELIVERY", 
  
 // ignoring case sensitivity. 
  
  PhraseMatchRuleGroup 
 
 . 
 Builder 
  
 ruleGroup2 
  
 = 
  
  PhraseMatchRuleGroup 
 
 . 
 newBuilder 
 (). 
 setTypeValue 
 ( 
 1 
 ); 
  
 String 
 [] 
  
 words2 
  
 = 
  
 { 
 "SHIPPING" 
 , 
  
 "DELIVERY" 
 }; 
  
 for 
  
 ( 
 String 
  
 w 
  
 : 
  
 words2 
 ) 
  
 { 
  
  PhraseMatchRule 
 
 . 
 Builder 
  
 rule 
  
 = 
  
  PhraseMatchRule 
 
 . 
 newBuilder 
 () 
  
 . 
 setQuery 
 ( 
 w 
 ) 
  
 . 
  setNegated 
 
 ( 
 true 
 ) 
  
 . 
  setConfig 
 
 ( 
  
  PhraseMatchRuleConfig 
 
 . 
 newBuilder 
 () 
  
 . 
  setExactMatchConfig 
 
 ( 
  ExactMatchConfig 
 
 . 
 newBuilder 
 (). 
 build 
 ()) 
  
 . 
 build 
 ()); 
  
 ruleGroup2 
 . 
  addPhraseMatchRules 
 
 ( 
 rule 
 . 
 build 
 ()); 
  
 } 
  
 phraseMatcher 
 . 
  addPhraseMatchRuleGroups 
 
 ( 
 ruleGroup2 
 . 
 build 
 ()); 
  
 // Construct a parent resource. 
  
  LocationName 
 
  
 parent 
  
 = 
  
  LocationName 
 
 . 
 of 
 ( 
 projectId 
 , 
  
 "us-central1" 
 ); 
  
 // Call the Insights client to create a phrase matcher. 
  
  PhraseMatcher 
 
  
 response 
  
 = 
  
 client 
 . 
 createPhraseMatcher 
 ( 
 parent 
 , 
  
 phraseMatcher 
 . 
 build 
 ()); 
  
 System 
 . 
 out 
 . 
 printf 
 ( 
 "Created %s%n" 
 , 
  
 response 
 . 
  getName 
 
 ()); 
  
 return 
  
 response 
 ; 
  
 } 
  
 } 
 }

Node.js

To authenticate to Insights, set up Application Default Credentials. For more information, see Set up authentication for a local development environment .

  /** 
 * TODO(developer): Uncomment this variable before running the sample. 
 */ 
 // const projectId = 'my_project_id'; 
 // Imports the Contact Center Insights client. 
 const 
  
 { 
  
 ContactCenterInsightsClient 
 , 
 } 
  
 = 
  
 require 
 ( 
 ' @google-cloud/contact-center-insights 
' 
 ); 
 // Instantiates a client. 
 const 
  
 client 
  
 = 
  
 new 
  
  ContactCenterInsightsClient 
 
 (); 
 async 
  
 function 
  
 createPhraseMatcherAllOf 
 () 
  
 { 
  
 const 
  
 [ 
 phraseMatcher 
 ] 
  
 = 
  
 await 
  
 client 
 . 
 createPhraseMatcher 
 ({ 
  
 parent 
 : 
  
 client 
 . 
  locationPath 
 
 ( 
 projectId 
 , 
  
 'us-central1' 
 ), 
  
 phraseMatcher 
 : 
  
 { 
  
 displayName 
 : 
  
 'NON_SHIPPING_PHONE_SERVICE' 
 , 
  
 type 
 : 
  
 'ALL_OF' 
 , 
  
 active 
 : 
  
 true 
 , 
  
 phraseMatchRuleGroups 
 : 
  
 [ 
  
 { 
  
 type 
 : 
  
 'ANY_OF' 
 , 
  
 phraseMatchRules 
 : 
  
 [ 
  
 { 
  
 query 
 : 
  
 'PHONE' 
 , 
  
 config 
 : 
  
 { 
  
 exactMatchConfig 
 : 
  
 {}, 
  
 }, 
  
 }, 
  
 { 
  
 query 
 : 
  
 'CELLPHONE' 
 , 
  
 config 
 : 
  
 { 
  
 exactMatchConfig 
 : 
  
 {}, 
  
 }, 
  
 }, 
  
 ], 
  
 }, 
  
 { 
  
 type 
 : 
  
 'ALL_OF' 
 , 
  
 phraseMatchRules 
 : 
  
 [ 
  
 { 
  
 query 
 : 
  
 'SHIPPING' 
 , 
  
 negated 
 : 
  
 true 
 , 
  
 config 
 : 
  
 { 
  
 exactMatchConfig 
 : 
  
 {}, 
  
 }, 
  
 }, 
  
 { 
  
 query 
 : 
  
 'DELIVERY' 
 , 
  
 negated 
 : 
  
 true 
 , 
  
 config 
 : 
  
 { 
  
 exactMatchConfig 
 : 
  
 {}, 
  
 }, 
  
 }, 
  
 ], 
  
 }, 
  
 ], 
  
 }, 
  
 }); 
  
 console 
 . 
 info 
 ( 
 `Created 
 ${ 
 phraseMatcher 
 . 
 name 
 } 
 ` 
 ); 
 } 
 createPhraseMatcherAllOf 
 ();

Analyze conversations using Custom Highlights Stay organized with collections Save and categorize content based on your preferences.

Overview

Rules to determine a match

Create a custom highlight using the Insights API

Detect "any of" a list of specified query strings

Permissions required for this task

REST

curl (Linux, macOS, or Cloud Shell)

PowerShell (Windows)

Python

Java

Node.js

Detect "all of" a list of specified query strings

Permissions required for this task

REST

curl (Linux, macOS, or Cloud Shell)

PowerShell (Windows)

Python

Java

Node.js

Analyze conversations using Custom Highlights