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AI Call Intelligence
Post-call AI: summaries, sentiment, scoring, transcription search, and auto-classification.
26 features in this category
AI Call Summaries
AI automatically generates brief summaries highlighting key points, outcomes, and actionable next steps from every conversation.
Key points
Every summary breaks the call down into scannable key points.
One-line takeaway
Get a short summary up top with the detail underneath when you want it.
Call Sentiment Analysis
Automatically gauge the emotional tone of calls (Positive, Neutral, Negative) to identify trends in customer mood.
Automatic CSAT Scores
Derive Customer Satisfaction (CSAT) scores automatically without sending post-call surveys.
Reasoning behind every score
Each satisfaction score comes with a plain-English explanation of why it landed there.
AI Agent Quality Scores
Track agent effectiveness with automated AI-derived performance scores based on script adherence and call quality.
Reasoning behind every score
Each agent score comes with a written explanation of the rating.
Search Inside Call Recordings
Type any word spoken during a call to pull up every matching recording across your call history.
Timestamped transcript
Every line is timestamped so you can scan straight to the part of the conversation you need.
Auto-Categorize Calls by Topic
Calls are automatically classified by intent (support, sales, billing, inquiry) by the AI engine.
AI Call Transcription
Every recorded call is turned into an accurate, speaker-separated transcript you can read and search.
Speaker separation
Each speaker’s turns are laid out clearly in a conversation view.
Agent identified
The agent on the call is labeled by name automatically.
Timestamped lines
Every line carries a timestamp so you can find any moment fast.
Custom AI Scorecards
Define your own success metrics and let AI score every call against them automatically.
Up to 25 custom metrics
Track as many as 25 of your own metrics on every call.
Yes/No or 1-to-10 scoring
Score each metric as a simple pass/fail or on a ten-point scale.
Your own evaluation rules
Tell the AI exactly how to judge each metric in plain English.
Explained results
Every metric comes back with a written explanation of the result.
Tailor the AI to Your Business
Guide how the AI summarizes and scores your calls with your own examples and instructions.
Your own call categories
Define the purpose categories the AI uses to classify each call.
Steer satisfaction scoring
Add examples of what a happy or unhappy customer sounds like to you.
Steer agent scoring
Add examples of strong and weak agent performance for your team.
Company-wide instructions
Give the AI standing guidance to apply to every call.
Churn-Risk & Follow-Up Detection
AI flags the calls that need urgent attention or a follow-up so nothing slips through the cracks.
Churn-risk signals
Calls that hint at an unhappy or at-risk customer are flagged with an explanation.
Follow-up detection
Calls that need a follow-up action are marked automatically.
Define your own signals
Tell the AI which situations count as urgent for your business.
Front and center
Urgent calls are highlighted right at the top of the call report.
Listen to summaries (read-aloud)
Play the AI summary, key points, and actions aloud with word-by-word highlighting and adjustable speed.
Export & email call reports
Print, download as PDF, or email a call summary to up to five recipients, with or without the transcript.
Live processing status
The report auto-refreshes and shows progress while a call is still being analyzed.
Per-line AI activation
Turn AI on for the specific lines you choose, with separate switches for transcription and analytics.