Real-Time Insights APIs

The Real-Time Insights (RTI) APIs provide access to AI-generated interaction data during and after customer conversations. They enable external developers and partners to retrieve, submit, and manage real-time intelligence generated by the NICE CXone platform.

The RTI APIs support Agent Copilot-powered workflows, allowing integrations to read and write AI insights associated with active or completed contact center interactions.

General Requirements

• All RTI APIs are accessed through the CXone API Facade base URI. Do not use cluster- or region-specific URLs.
• Authentication is required on all endpoints. Two token types are used depending on the endpoint:
  • UserToken – used for agent-facing operations and required by most endpoints.
  • ServiceToken – used for server-to-server operations, including Final Summary generation.
• The token must be included in the request header: Authorization: Bearer <TokenBase64Encoded>