For more details on how the Image Transcription and document functionalities work, you can access this image transcription article.

Claudia is capable of understanding and transcribing files sent by clients, such as PDFs, DOCX, XLSX, and other types of documents. This functionality is available for all projects and is automatically activated.

How it works:

• ClaudIA automatically detects links to files sent in conversations.

• For documents, it uses AI models and OCR (Optical Character Recognition) to extract text, supporting the project's language.

• The transcription of files is used in the vector search of content. Additionally, we clearly indicate the format and title of the file to assist in searching for content on how to respond to specific types of files.

• The transcription of files is also utilized in generating responses, making customer service more efficient and contextualized.

Files appear in the hub as attachments, accompanied by the textual transcription (as shown in the image below).

When we click on the file, a modal opens to check the transcription obtained from the document:

Persistence and Expiration:

At the moment of receiving the file, Claudia performs the transcription immediately and stores the extracted text permanently. The original file may expire or be removed by the helpdesk after some time, but the transcription remains available, ensuring that the history and context are not lost.

Configuration

The functionality to read PDF and DOC is enabled by default in all projects. If you wish to disable it for any special reason, please contact Customer Service.

How to Test

You can test file uploads directly through our Playground screen.

Or you can perform an end-to-end test by creating a ticket directly in your helpdesk.

This way, it will be possible to verify how the image is transcribed, interpreted, and utilized by AI in real customer service.

Important Notes

1. If you have added any instructions in your base prompt (very uncommon) or created any content in IDS (more common) to guide Claudia's responses in the event of receiving images, it is recommended to undo these adjustments to avoid functionality conflicts.

2. Due to the use of OCR technology, the quality of the document and file is crucial to ensure good transcription.

3. Future improvements mapped: The format of sending the image directly to a LLM model was not utilized because in tests they did not reach the expected minimum speed for quality interaction (<2min). However, we will reassess this possibility in the future.