Access the full story behind every AI conversation with Transcripts API

Access the full story behind every AI conversation with Transcripts API

Your AI agent's containment rate looks strong, but customers keep calling back. Tool calls are failing, but you can't see where or why. A spike in escalations appeared last week, and aggregate metrics can't tell you what changed in the actual conversations.

When AI agents handle thousands of interactions daily, high-level dashboards show performance trends, but they can't diagnose what's happening inside specific conversations. That's what the Transcripts API provides.

Now generally available, Transcripts API gives teams secure, programmatic access to data from AI agents, including raw transcripts, anonymized transcripts, and AI-generated summaries. It's built for organizations that need full visibility into what's happening inside each interaction, beyond aggregated metrics and summary dashboards.

What is the Transcripts API?

Transcripts API retrieves detailed conversation data from Parloa's Conversation Store, the system where every interaction is captured and stored.

What's included:

• Raw transcripts: Complete conversation records showing exactly what customers said and how your AI agent responded, turn by turn

• Anonymized transcripts: The same conversation detail with personally identifiable information (PII) redacted for secure analysis

• AI-generated summaries: Derived from transcript data, providing structured summaries that capture customer intent, actions taken, and conversation outcomes.

This isn't just logging. It's structured access to the data you need for debugging, accuracy validation, root-cause analysis, and custom analytics—all available through a secure API that integrates with your existing workflows.

Why conversation-level access is important

As AI agents scale across teams, channels, and systems, enterprises face a growing challenge: conversation data becomes fragmented and siloed. Teams need centralized access to understand what actually happened inside customer interactions, not scattered exports or manual reviews.

Data Hub provides a high-level view of KPIs, trends, and performance metrics that CX and leadership teams rely on to track AI agent effectiveness at scale.

What do you do when something goes wrong or when you need to validate AI behavior?

In those instances, aggregate metrics can't answer critical questions like:

• Why did the AI give an incorrect answer?

• Why are customers calling back after "successful" resolutions—and how do you distinguish true containment from false containment?

• Where exactly did a tool call fail in the conversation flow?

• How accurate is the AI's understanding of customer intent?

• What caused a specific escalation pattern?

Transcripts API fills this gap with the detailed conversation records needed to diagnose issues and optimize AI performance. Together, Data Hub and Transcripts API create a dual-layer approach: one for performance visibility, one for operational depth.

Transcripts API + Conversation Store → Analytics / BI Environment

For mature AI operations, this depth matters

Enterprises increasingly need to integrate AI conversation data into their broader analytics environments rather than relying solely on vendor dashboards. They need to combine AI data with telephony logs, CRM records, backend system events, and human agent interactions to construct complete customer journeys.

One enterprise customer built internal dashboards using transcript data, merging it with telephony, backend, and human agent systems to create unified analytics workflows. This integration reflects a wider operational reality: AI conversation data must fit into enterprise analytics stacks, not remain isolated.

How enterprises use Transcripts API

Here's how teams use conversation-level access to solve specific operational challenges across QA, agent handoffs, diagnostics, and analytics.

Warm handoffs to human agents

One of the most immediate applications of Transcripts API is enabling context-rich handoffs from AI to human agents.

When customers escalate from an AI agent to a human, the last thing they want is to repeat themselves. AI-based conversation summaries generated through Transcripts API provide human agents with full context before they even pick up the call.

These summaries include:

• What the customer wanted (intent)

• What actions the AI already attempted

• Current status and why the escalation occurred

• Any relevant account or system information accessed during the conversation

These summaries can be pushed directly into CCaaS platforms or CRM systems, reducing repetition for customers, cutting handling time for agents, and eliminating friction during escalation.

Conversation Summaries → CCaaS / CRM (Warm Handoff)

Instead of starting blind, agents receive the full story, leading to faster resolutions and better customer experiences.

Accuracy validation and quality assurance

For teams running AI agents in high-stakes environments, accuracy isn't optional. QA teams can use Transcripts API to compare what customers actually said against how the AI responded, measuring correctness at the conversation level.

This type of validation goes beyond containment metrics. It answers: 

• Did the AI understand the request correctly? 

• Did it provide accurate information? 

• Did the conversation flow logically, or were there points of confusion or failure?

For one Parloa customer, this capability is critical. They use Transcripts API to assess AI answer accuracy by comparing caller intent with AI responses, identifying misunderstandings, and improving model performance over time.cWhile this level of analysis doesn’t automatically correct issues, it gives teams the evidence they need to improve models, conversation flows, and integrations over time.

Root-cause analysis and failure pattern detection

When a tool call fails, a conversation unexpectedly escalates, or customers repeatedly abandon, root-cause analysis requires seeing what happened at the conversation level.

The API delivers the details required for this diagnostic work. Operations teams can examine specific interactions to identify failure patterns, understand why escalations occurred, or locate friction points in complex flows.

For example, aggregated data might show a spike in call failures, but transcript-level access reveals that a specific backend integration was timing out during a particular part of the conversation. That level of insight is only possible when you can trace through actual conversation events.

This diagnostic capability is particularly valuable for detecting false containment—situations where aggregate metrics show a successful resolution, but the customer calls back hours or days later with the same issue. Transcript analysis reveals whether the AI actually resolved the problem or simply ended the conversation without addressing the underlying need.

BI and custom analytics integration

Many enterprises need to pull AI conversation data into their existing business intelligence environments to create unified reporting. 

The API enables extraction of conversation data for merging with CRM metrics, telephony logs, and operational data. This allows organizations to build custom dashboards, run ad-hoc analyses, and track KPIs tailored to their specific operations, beyond what's available in standard analytics tools.

Full traceability across systems

For organizations managing complex customer journeys that span multiple systems—telephony, AI agents, backend tools, and human agents—Transcripts API enables end-to-end traceability.

By merging transcript data with other system logs, teams can trace a complete customer journey: from initial contact through AI interaction, tool calls, backend events, and final resolution or escalation. This complete view is essential for understanding how customers move through your systems and where friction or failure occurs.

Get started with Transcripts API

Transcripts API is now generally available for Parloa customers. If your team needs deeper visibility into AI agent conversations, or if you're integrating AI data into your broader analytics workflows, Transcripts API delivers the access and flexibility you need.

Contact us to learn more about enabling Transcripts API for your organization.