AI call analysis: a summary and customer mood for every call
No supervisor can listen to every call. Call analysis listens for them: it summarises what happened, tells whether the customer was satisfied or unhappy and pulls out recurring topics, so you know where to look first.
A summary in a few lines
What the customer wanted and how the call ended, without playing the whole recording.
Customer mood
Satisfied, neutral or unhappy — with the mood tracked day by day.
Automatic tags
Define tags such as “complaint” or “refund request” and describe when they apply; the AI puts them on matching calls.
A ready scorecard draft
It fills in the quality scorecard as a draft that a supervisor reviews and approves.
Manual or automatic
Analyse a single call in one click, or switch on automatic analysis for all recorded calls.
How to get started
Enable recording and AI
Analysis works on recorded calls.
Define your tags
Add the tags you care about with a description for each.
Review the analysis board
Mood day by day, the most frequent topics and the tags applied.
Frequently asked questions
Is the analysis always accurate?
Automatic analysis is an aid, not a verdict. That is why the scorecard stays a draft until a supervisor approves it, and tags can be changed by hand.
Are recordings sent to a third party?
When analysis is enabled, the AI provider processes the audio of the calls being analysed. If you leave it off, recordings stay on the platform’s servers only.
Related features
Call recording
Automatic recording, fast search, and permissions that decide who listens.
Learn moreCall quality evaluation
Scorecards with criteria and points, and a draft filled by AI for the supervisor to approve.
Learn moreReports & analytics
Service level, abandoned calls and every agent and queue — with Excel export.
Learn moreRelated articles
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