AI Settings

AI settings allow you to configure the delivery and analysis of call recordings, providing insights into inbound, outbound, and internal calls. By analyzing call details, these insights help you better understand conversations and optimize your communication strategies.

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Fig. 1. AI Settings

Enable AI Call Insights

To enable AI Call Insights for your Phone.systems™ account, navigate to the Cloud Phone System section and select the checkbox labeled AI Call Insights to activate the feature.

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Fig. 1. Cloud Phone System

A pop-up window will provide important information about call recording and pricing. To continue, click Enable AI Call Insights.

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Fig. 2. Enabling AI Call Insights

Key Features

  • Call Summary: Provides a quick way to understand the overall content of the conversation.

  • Sentiment Analysis: Analyzes and identifies the emotional tone of both calling parties.

  • Key Topics: Automatically extracts key discussion points from recorded calls.

  • Full Call Transcript: Generates a complete written record of the conversation.

  • Talk-to-Listen Ratio: Measures and compares the time each participant spends talking versus listening.

  • Multilingual Support: Access AI features in multiple languages.

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Fig. 1. AI Features

Language Support

Phone.systems™ AI supports the following languages for its AI-powered features:

  • Global English

  • Australian English

  • British English

  • US English

  • Spanish

  • French

  • German

  • Italian

  • Portuguese

  • Dutch

  • Hindi

  • Japanese

  • Chinese

  • Finnish

  • Korean

  • Polish

  • Russian

  • Turkish

  • Ukrainian

  • Vietnamese

Note

AI Processing Conditions:

  • AI processing will be skipped if the call recording duration is less than 1 minute.

  • AI processing will also be skipped if the audio file size exceeds 25 MB.

Call Summary

Call Summaries are written overviews that capture the key details from a phone call. This feature allows you to quickly grasp the main points of the conversation without listening to the entire call.

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Fig. 1. Call Summary

Key Topics

Key Topics is a feature that automatically recognizes, identifies, and extracts the main discussion points from recorded calls.

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Fig. 1. Key Topics

Talk-to-Listen Ratio

The Talk-to-Listen Ratio measures the amount of time a person spends talking compared to listening during a conversation. This metric provides insights into the balance or imbalance of the interaction, which can be valuable for improving communication skills and ensuring effective conversations.

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Fig. 1. Talk-to-Listen Ratio

Sentiment Analysis

Sentiment Analysis helps you understand the emotions expressed during a conversation. It analyzes the words used and classifies them into three categories: positive, negative, and neutral.

This analysis considers the feelings of both the caller and the agent. You can view these results in each Call Detail Record (CDR) to better understand their interactions.

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Fig. 4. Sentiment Analysis

Full Call Transcript

Full Call Transcripts capture all spoken words during a conversation, providing a complete written record of the call from start to finish. This feature helps you analyze discussions, understand customer needs, and improve service quality.

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Fig. 1. Full Call Transcript