AI Insights

Please Note: AI Insights requires an active AI Transcriber Premium Subscription (€10/agent/month) to operate. If you do not already have AI Transcriber Premium, it will be added automatically when you activate AI Insights.

AI Insights helps contact center managers and admins review conversations faster and more consistently. It analyzes call transcripts automatically using project-specific questions, so you can scale call review, support compliance checks, and identify coaching opportunities with less manual effort.

With AI Insights, you can:

• Review more calls with less manual work
  Analyze transcripts automatically instead of relying on small call samples and manual listening.
• Apply the same QA and compliance criteria across calls
  Use predefined questions to check whether required topics, scripts, or compliance points were covered.
• Find calls that need follow-up faster
  Identify calls that may need closer review, coaching, or escalation.
• Spot recurring topics and trends in customer conversations
  See what customers are asking about, where agents struggle, and which themes keep appearing across calls.
• Improve coaching and operational visibility
  Use structured answers and scores to support agent coaching, QA reviews, and performance tracking.

Key features

• Project-specific analysis questions
  Set different questions for different teams, campaigns, or use cases.
• Self-serve setup in Admin UI
  Managers and admins can create and refine analysis questions without technical support.
• Multiple answer types
  Use free-text, yes/no, multiple choice, and score-based questions depending on what you want to measure.
• Automatic analysis of new calls
  Once running, AI Insights processes new eligible calls automatically.
• Single-call insights in Admin UI
  The current version focuses on insights for individual calls.
• Optional fetch for older calls
  Insights can also be fetched manually for calls from the past 90 days.

Why Contact Centers Use AI Insights

AI Insights is built for teams that want to make call review more consistent and less manual. Instead of checking a small random sample of calls, teams can use transcript-based analysis to review more interactions, detect compliance risks earlier, and focus supervisors on coaching and quality improvement.

Watch Video About AI Insights