Call transcription using AI
In the call table, in the “Recording” column, or in the recording dialog box, you can create a transcript of the recorded conversation, as well as a summary of the conversation. To do this, click on the corresponding icon — the transcript file will be generated in a few seconds.
☝ Important:
the length of the recording to be transcribed must not exceed 20 minutes;
the transcription is created in the original language, and the summary is created in the company's document language. Changing the document language does not affect the summary that has already been created.
After clicking on the generated transcript icon, a dialog box will open, in which the following will be available:
call recording for replay;
generated short summary of the call;
transcription with roles (manager and client-subscriber), timecodes, and recognized text.
To go to a specific moment in the conversation, click on the corresponding timecode — playback will start from that second.
Setting up automatic call transcription
This feature is currently in beta and may not be available in your account. To join the beta testing, please contact support.
To enable the automatic call transcription feature:
1. In the Settings > Telephony > Transcription section, select the “Transcribe calls automatically” checkbox. Next, configure the settings for the calls for which you want to use this feature.
2. Select the type of calls: Incoming, Outgoing, or All.
3. Set the minimum and maximum duration of the call. The maximum call duration is 20 minutes.
4. Select the extension numbers to which automatic transcription should be applied.
5. Save the settings.
After that, for all calls that match the specified parameters, the system will automatically create a transcription immediately after the conversation ends.
Conversation sentiment analysis using AI
When you create a call transcription, AI automatically analyzes the call and determines the client's sentiment and key insights to quickly assess the conversation. This data is stored in the “Sentiment” and “Insight” columns in the call table and allows you to evaluate the quality of the client experience.
Sentiment — reflects the client's mood during the conversation in the form of emojis.
Emojis show the level of satisfaction, the overall tone of the dialogue, and can be positive, neutral, or negative. The assessment is formed in such a way that the greatest weight in the mood assessment (60%) falls on the end of the conversation, while the beginning and middle are only taken into account by 20%.
Insight - brief descriptions of the call. They briefly describe the client's experience: whether they were satisfied, whether additional action is needed, or whether a problem arose. This helps you quickly understand the essence of the dialogue without having to listen to the entire conversation.
There are 20 insights available in total. For each call, several of the most relevant ones are selected — for example, “Quick resolution,” “Friendly service,” or “Good value.”
A complete list of insights is provided below.
Quick resolution — service/product delivered faster than expected
Friendly service — customer felt welcomed and valued
Good value— customer felt price was fair for the product/service
Quality satisfaction — item or service met/exceeded expectations
Went above and beyond — extra effort, freebie, or unexpected benefit
Loyalty acknowledged— repeat customer recognized or rewarded
Information only — call was purely for information, no purchase or booking yet
Follow-up required — customer needs a callback, update, or more info
Potential sale — customer showed interest but did not commit yet
Needs quote or estimate — request for price before decision
Not in stock— customer interested but item unavailable now
Booking not confirmed — appointment/service discussed but not finalized
Unresolved issue — problem not fixed or request not completed
Long wait time — delays in service or response during/after call
Miscommunication — unclear, conflicting, or missing information
Pricing disagreement — customer unhappy with cost or unexpected fees
Poor service — perceived rudeness, lack of interest, or unhelpful staff
Quality issue — product/service did not meet expectations
Policy disagreement— customer unhappy with rules or terms
Repeat problem — issue happened again after previous resolution.