# 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. To evaluate calls against custom criteria, create scorecards under [AI Call Scoring](ai-call-scoring.html#ps3-ai-call-scoring-settings). [![../../_images/ai-general.webp](../../_images/ai-general.webp)](../../_images/ai-general.webp) **Fig. 1.** AI Settings ## Enable AI Call Insights To enable AI Call Insights for your Phone.systems(TM) account, navigate to the [Cloud Phone System](https://my.didww.com/#/phone_systems) section and select the checkbox labeled **AI Call Insights** to activate the feature. [![../../_images/fig811.png](../../_images/fig811.png)](../../_images/fig811.png) **Fig. 2.** Cloud Phone System A pop-up window will provide important information about call recording and pricing. To continue, click **Enable AI Call Insights**. [![../../_images/fig911.png](../../_images/fig911.png)](../../_images/fig911.png) **Fig. 3.** 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. [![../../_images/fig717.png](../../_images/fig717.png)](../../_images/fig717.png) **Fig. 4.** AI Features ## Send recordings for AI call insights Select which types of recorded calls are sent for AI analysis. You can enable or disable **Inbound calls**, **Outbound calls**, and **Internal calls** independently. AI generation and charging begin when a recorded call has been connected for at least **15 seconds**. Shorter calls are not processed. To change which recordings are sent: 1. Go to **AI > General**. 2. Under **Send recordings for AI call insights**, enable or disable the required call types. The changes take effect immediately. [![Inbound, outbound, and internal call recording settings for AI call insights](../../_images/ai-send-recordings.webp)](../../_images/ai-send-recordings.webp) **Fig. 5.** Select which recordings are sent for AI call insights. ## Language Support Expand **Supported languages** to view the languages available for phone.systems(TM) AI features. Supported languages - 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 is skipped if the audio file size exceeds **25 MB**. ## Preferred language The **Preferred language** setting determines the language used for **Call Summary**, **Key Topics**, scoring reasons, and coaching tips. The default value is **Not specified**. With this value selected, AI-generated content uses the language spoken during the call. This setting does not change the language of the **Full Call Transcript**. The transcript remains in the language spoken during the call. Supported languages - Arabic - Chinese - Czech - Danish - Dutch - English - Estonian - Finnish - French - German - Greek - Hebrew - Hindi - Hungarian - Indonesian - Italian - Japanese - Korean - Latvian - Lithuanian - Norwegian - Polish - Portuguese - Romanian - Slovak - Spanish - Swedish - Thai - Turkish - Ukrainian - Vietnamese ### Change the preferred language 1. Go to **AI > General**. 2. Under **AI overview**, select the required **Preferred language**. The change takes effect immediately. [![Preferred language setting under AI overview](../../_images/ai-preferred-language.webp)](../../_images/ai-preferred-language.webp) **Fig. 6.** Select the preferred language for AI-generated content. ## 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. [![../../_images/fig250.png](../../_images/fig250.png)](../../_images/fig250.png) **Fig. 7.** Call Summary ## Key Topics Key Topics is a feature that automatically recognizes, identifies, and extracts the main discussion points from recorded calls. [![../../_images/fig332.png](../../_images/fig332.png)](../../_images/fig332.png) **Fig. 8.** 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. [![../../_images/fig434.png](../../_images/fig434.png)](../../_images/fig434.png) **Fig. 9.** 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. [![../../_images/fig531.png](../../_images/fig531.png)](../../_images/fig531.png) **Fig. 10.** 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. [![../../_images/fig621.png](../../_images/fig621.png)](../../_images/fig621.png) **Fig. 11.** Full Call Transcript On this page