AI Insights and Post-Call Analytics

Overview

AI Insights automatically analyze every conversation your AI assistant has. They extract structured data like customer sentiment, topics discussed, and action items — without you reading every transcript.

Available on all plans. Custom insights available on Professional and Enterprise.

Built-In Insights

Every call automatically includes:

• Sentiment: Was the caller positive, neutral, or negative?
• Topics: What subjects were discussed (pricing, appointments, hours, complaints, etc.)?
• Resolution: Was the caller's question fully answered?
• Summary: A one-paragraph summary of the conversation.

View these in Calls > [any call] > Insights tab.

Creating Custom Insights

Custom insights let you extract business-specific data from calls.

1. Go to Analytics > Insights > Configure.
2. Click New Insight.
3. Enter a name (e.g., "Competitor Mentions").
4. Write an instruction telling the AI what to look for:

• "Identify if the caller mentions any competitor by name. List the competitors mentioned and the context."
• "Determine if the caller is a new or returning customer based on the conversation."
• "Extract any product or service the caller is interested in purchasing."

1. Optionally, link the insight to a specific assistant.
2. Click Save.

New insights apply to all future calls. They do not retroactively analyze past calls.

Instruction Tips

• Be specific about what you want extracted.
• Provide examples of expected output format.
• Keep instructions focused on one piece of information each.
• Use natural language — the AI understands context.

Viewing Insight Results

1. Go to Calls and click any call.
2. Open the Insights tab.
3. Each configured insight shows its result for that call.

Exporting Insights

1. Go to Analytics > Insights > Results.
2. Set your date range.
3. Click Export CSV.

The export includes: call date, caller number, insight name, and result for every call.

Use Cases