AI Field Extraction

What it does

After a conversation resolves, AI fills in fields such as reason for contact, line of business, state, and policy or claim numbers. Reports then stay accurate without agents typing the same details. It is off until you turn it on. Available as an add-on.

Turn it on

Open AI Field Extraction. Switch on extraction, choose which fields to fill, and set a monthly limit between 1 and 50,000 conversations. Set a minimum confidence so uncertain values are not saved.

Themes as tags

Turn on theme tags to convert each conversation's detected theme into a real tag you can use in workflows and filters.

Check and correct

Enter a conversation ID to see the extracted values and their confidence. Change any value and select Correct. Each correction is logged with who made it.

Privacy

Card numbers and Social Security numbers are masked before AI reads a conversation. Survey and secure-field answers are never read. Identifiers must appear word for word in the chat, and the log stores them masked.

Limits

When the monthly limit is reached, extraction pauses until the next month. If AI cannot produce a result, nothing is saved and nothing counts against your limit.

Automation

Use velaro ai-field-extraction get|update|fields|correct|extract or the MCP tools ai_field_extraction_get_config, ai_field_extraction_update_config and ai_field_extraction_correct_field.