Oversai offers two AI processing modes—Near Real-Time and Routers. This article focuses on near-real-time. For an overview of Routers, read this article: Routers Mode - AI Processing Overview
Near Real-Time Mode
Near Real-Time is designed to process a high volume—ideally close to 100%— of interactions, giving you an overall operational view rather than agent-level analysis.
The AI sync process runs every 10 minutes to analyze recently updated interactions. Below is an overview of how the process works:
1. Interaction Selection
The process queries for interactions updated within the last sync period.
Each interaction is then evaluated against the user-defined filters.
If one or more filters match, and the interaction is linked to an AI product (such as Metrics, Tagging, Process, or Transcription), it is marked for analysis.
Example:
If an interaction matches the filters for 2 AI processes, this will count as 2 credits (one for each analysis executed).
2. Analysis Conditions
An interaction is analyzed only once per AI product, unless one of the following exceptions applies:
The interaction was updated in the CRM, which triggers a new analysis:
A new AI metric is added that hasn’t been analyzed yet.
A new AI process is introduced.
AI Product Credit System
Each integration is assigned a daily credit quota for each AI product. These credits define how many analyses can be performed per day, helping to manage usage and control costs.
1. Daily Credit Limits
Credits are allocated per integration and AI product. For example:
Zendesk:
AI Tagging: 200 analyses/day
AI Process: 300 analyses/day
Salesforce:
AI Tagging: 50 analyses/day
AI Process: 80 analyses/day
Once the daily credit limit for a specific AI product within an integration is reached, no further analysis for that product will be performed until the next day.
2. Credit Sharing and Competition
AI products within the same category share a single credit pool, meaning they compete for the same quota.
Example:
If an integration has 300 daily credits for AI Process, and the user has configured two AI Process workflows:
Process A
Process B
If Process A uses 200 credits, only 100 credits remain for Process B. Once all 300 credits are used up, no additional AI Process analysis will be performed for the remainder of the day.
Conclusion
We hope this overview of the AI sync process and credit system helps you better understand how Oversai optimizes interaction analysis. By managing your credits effectively, you can ensure that your AI products are running efficiently and cost-effectively.
If you have any further questions or need assistance with your setup, don’t hesitate to reach out to our support team. We’re here to help!
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