Spec: AI Copilot

AI copilots are like virtual assistants that help customers in conversations.

Each conversation starts when a customer sends their first message or question. Throughout the conversation, Segment can track various events that capture key moments, like messages sent and received, tools invoked, and media generated.

While some copilot conversations have clear ending points, which occur when the customer explicitly indicates that the conversation is over, the tracked events provide valuable insights into the entire conversation flow.

In this section, you'll find the tracked semantic events that serve as a starting point for AI copilot events. You can extend them based on your own requirements.

This table lists the events that you can track from any conversation:

Segment can also track the following live chat events:

• Conversation Started
• Message Sent
• Message Received
• Custom Component Loaded
• Action Invoked
• Media Generated
• Conversation Ended

This section contains the structure and properties of each AI copilot tracked event.

The Conversation Started event should be sent when a customer sends their first message.

This event supports the following semantic properties:

Here's an example of a Conversation Started call:

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{
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  "userId": "123",
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  "action": "track",
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  "event": "Conversation Started",
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  "properties": {
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    "conversationId": "1238041hdou"
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  }
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}

The Message Sent event should be sent when a user adds a new message to a thread. The default for role is "customer".

This event supports the following semantic properties:

Here's an example of a Message Sent call:

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{
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  "userId": "123",
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  "action": "track",
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  "event": "Message Sent",
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  "properties": {
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    "conversationId": "1238041hdou",
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    "messageId": "msg123",
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    "message_body": "What's the best stock in the Nasdaq right now?",
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  "role": "customer"
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  }
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}

The Message Received event should be sent when the copilot gives a non-custom response (either text or voice) to something the user asked.

The default for role is "agent". You can extend role to different agent type, like ai_agent, human_agent, task_automation_agent, and so on.

This event supports the following semantic properties:

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{
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  "userId": "123",
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  "action": "track",
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  "event": "Message Received",
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  "properties": {
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    "conversationId": "1238041hdou",
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    "messageId": "msg124",
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    "message_body": "Thank you for reaching out. How can I assist you today?"
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  },
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  "role": "agent"
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}

The Conversation Ended event should be sent when a customer or agent explicitly indicates that the conversation has ended or deletes the chat.

This event supports the following semantic property:

Here's an example of a Conversation Ended call:

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{
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  "userId": "123",
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  "action": "track",
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  "event": "Conversation Ended",
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  "properties": {
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    "conversationId": "1238041hdou"
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  }
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}

The Action nvoked event should be sent when the copilot or user uses a custom capability or tool, like making a call to an external API.

This event supports the following semantic properties:

Here's an example of an Action Invoked call:

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{
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  "userId": "123",
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  "action": "track",
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  "event": "Action Invoked",
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  "properties": {
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    "conversationId": "1238041hdou",
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    "messageId": "msg125",
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    "type": "Inventory Request",
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    "action": "check stock level",
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  "role": "customer"
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  }
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}

This event should be sent when an image, video, or custom audio is generated by the model.

This event supports the following semantic properties:

Here's an example of a Media Generated call:

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{
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  "userId": "123",
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  "action": "track",
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  "event": "Media Generated",
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  "properties": {
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    "conversationId": "1238041hdou",
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    "messageId": "msg126",
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    "role": "agent",
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    "type": "image",
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    "sub_type": "gif"
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  }
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}

This event should be sent when a new, custom component is shown to the user that isn't text or voice.

This event supports the following semantic properties:

Here's an example of a Component Loaded call:

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{
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  "userId": "123",
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  "action": "track",
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  "event": "Component Loaded",
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  "properties": {
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    "conversationId": "1238041hdou",
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    "messageId": "msg127",
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    "type": "Stock Price Chart"
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  }
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}

This event should be sent when a user rates a conversation or message.

This event supports the following semantic properties:

Here's an example of a Feedback Submitted call:

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{
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  "userId": "123",
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  "action": "track",
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  "event": "Feedback Submitted",
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  "properties": {
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    "conversationId": "1238041hdou",
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    "messageId": "msg128",
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    "rating": 5
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  }
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}

This event should be sent when a new user is identified, either anonymously or as a known user.

This event supports the following semantic properties:

Here's an example of an Identify call:

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{
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  "userId": "123" || "anonymousId" : "768923ihuy32",
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  "action": "identify",
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  "properties":
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}

When sending events to Segment based on user actions, like items purchased or support requested, make sure to include relevant identifiers for accurate tracking and analysis.

These identifiers include conversationId and messageId, among others, depending on the specific tracked action:

For example, to track an event where a user makes a purchase, the standard Track call could look like this:

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{
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  "userId": "user123",
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  "action": "track",
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  "event": "Item Purchased",
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  "properties": {
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    "conversationId": "conv456",
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    "messageId": "msg789",
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    "itemId": "item101112",
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    "itemName": "Super Widget",
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    "itemPrice": 19.99,
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    "currency": "USD"
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  }
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}