AI Call Analysis uses artificial intelligence to transcribe and analyze your calls and voicemails, giving you a summary, key points, call ratio, action items and topics for every conversation — without needing to listen back to the recording.

Activation

To activate AI Call Analysis, log in with your admin account, head to Settings > Account Settings, and open the AI Call Analysis tab.

Please Note: The feature can only be activated by the account holder or the account admin. For AI Call Analysis to work, your account also needs to have Call Recording enabled.

There, you have the option to enable the Free AI Call Analysis add-on, which offers 60 minutes of call analysis for free each month per account, or upgrade to the paid version for uninterrupted analysis.

Only new calls (after the moment of activation) will be analyzed once you activate the add-on. If you need past calls to be analyzed, this can be provided with a one-off extra charge based on the duration that needs to be analyzed. For that, please reach out to our support team by opening a ticket for a quote.

AI Analysis Language

By default, calls and voicemails on your account are transcribed and analyzed in English, using a speech model built for phone-quality audio. If your business takes calls or leaves voicemails in other languages, you can change the default language for the whole account, or set a different language for individual numbers and voicemail boxes.

Default language for calls: The language used to transcribe and analyze every call on the account, unless a specific number is overridden below.

Overrides by number: If one of your numbers receives calls in a different language than your account default, add it here and choose its own language.

Default language for voicemails: The language used to transcribe voicemails left on the account, unless a specific voicemail box is overridden below.

Overrides by voicemail box: If a specific voicemail box needs a different language than your account default, add it here and choose its own language.

You can choose from a wide range of supported languages in each dropdown. 

Important: Voicemail transcription can only be set to a language other than English if the AI Call Analysis add-on is active on your account. Without the add-on, voicemails are always transcribed in English.

Email Recap

With AI Email Recap, users can get a recap of their call in their emails after the call has ended. To activate it, simply add the users that you'd like to receive the emails.

You have the option to include only calls that have a minimum duration, to avoid getting emails for short calls that don't include any meaningful context.

Additionally, you can choose to forward the emails to specific admins.

To receive the email, the declared users need to participate in the call. This is not necessary for admins.

The email that users/admins will receive will include the Key Points, Call Ratio, Summary, Action Items and Topics of the call.

Currently, there is no option to have separate settings per receiver — for example, one recipient getting calls of 1 minute or more, and another getting calls of 5 minutes or more.

AI Keyword Trackers

With AI Keyword Trackers, you can receive an email alert or tag a call if something specific is mentioned in the call transcription.

To activate it, simply create a new tracker by clicking the Add new tracker button.

In the tracker options, you need to set up the following:

Tracker Name: A name to distinguish your tracker. This is included in the email alert (if enabled).

Keywords: One or multiple keywords to search for in call transcriptions, which will trigger the tracker.

Filters: Here you filter which calls to check, based on the participants — in other words, whose calls the keywords should be searched in.

Actions: When the keyword and filter conditions are true, actions are taken. You have the option to receive an email when this tracker is triggered and/or tag the call. Participants and email recipients can be different.

You'll be alerted about which tracker triggered (the tracker name you set), and the email will include the call summary and the transcription lines where the keyword appears.

If you've chosen to be alerted when specific keywords are not mentioned, the transcription won't be included in the email. There's also a limit of 10 transcription lines per email.

You can have multiple trackers set up at once, and activate or deactivate them as needed.

Frequently Asked Questions (FAQs)

Q: What does the free add-on offer? Only 60 minutes of call analysis per account, per month.

Q: What happens after the free 60 minutes? Nothing — calls stop being transcribed for the rest of the current month.

Q: How are add-on payments charged? When the add-on is activated, it's charged prorated until the end of the month, then charged monthly on the first of every month.

Q: Can I have fewer add-on licenses than extensions? No. The number of extensions and add-on licenses must match, even if some extensions are on a package that doesn't include call recording.

Q: Can I set a different language for a specific number or voicemail box? Yes. You can override the account's default language for individual numbers and voicemail boxes if they need to be transcribed in a different language.

Q: Can my voicemails be transcribed in a language other than English? Only if the AI Call Analysis add-on is active on your account. Without it, voicemail transcription is always in English.

Q: Which languages are supported? A wide range of languages is available in the language dropdown. 
Here is the list:
Afrikaans, Arabic, Armenian, Assamese, Belarusian, Bengali, Bosnian, Bulgarian, Catalan, Chinese, Croatian, Czech, Danish, Dutch, English, Estonian, Finnish, Flemish, French, Georgian, German, Greek, Gujarati, Hebrew, Hindi, Hungarian, Indonesian, Italian, Japanese, Kannada, Kazakh, Korean, Latvian, Lithuanian, Macedonian, Malay, Marathi, Mongolian, Nepali, Norwegian, Pashto, Persian, Polish, Portuguese, Punjabi, Romanian, Russian, Serbian, Slovak, Slovenian, Spanish, Swedish, Tagalog, Tamil, Telugu, Thai, Turkish, Ukrainian, Urdu, Vietnamese.