Interested customers put off by price
An analysis looks through sales calls for people who were interested but said no because of the price, and adds those numbers to a list for a new campaign with an offer.
Artificial intelligence
Describe what you are looking for and AI finds it in your calls and chats
With AI call analysis you describe in plain words what you want to know. The AI reads every new conversation, tells you whether it matches, how sure it is and why, and takes the actions you choose.
Found · 92% confidenceCall with Paul Green: interested in the water filter, only held back by the price.
Lead added+44 7700 900412 added to the "Water filter offer" list, with the reason in the notes.
Found · 81% confidenceWhatsApp chat: asks whether there is a discount on installation.
Daily summary sent7 conversations found out of 64 analysed today.
What it is for
AI call analysis ("Conversation analysis" in the portal) reads your business's conversations for you: recorded calls on your numbers and of your agents, AI voice agent conversations, and WhatsApp and SMS chats. Calls are transcribed first, then analysed.
Each analysis has a goal you write, such as "find customers interested in the new water filter who only stopped because of the price". For every conversation the AI gives a verdict, found or not found, with a confidence percentage and the reason in one sentence.
On the conversations it finds you can run one or more actions: a coloured tag to spot them, adding the number as a lead to a list with the reason in the notes, an email for each conversation or a daily summary. Everything stays in the Results tab and in the AI analysis report.
Use cases
Complaints to handle now
The AI flags support calls where the customer is angry or threatens to cancel, and emails the manager as soon as it finds one.
Quality of your AI voice agent
An analysis of AI agent conversations finds those where the customer did not get an answer, so you know what to add to the prompt or the frequent questions.
Requests hidden in WhatsApp chats
WhatsApp and SMS chats are analysed once they have been quiet for two hours: the AI finds who asked for a quote and tags them, even if nobody marked it.
Going back through history
With past conversations turned on, the AI also analyses recorded calls already made, as long as the recording is kept, with an estimate of how many there are before it starts.
How it works
Write the goal
Create a new analysis, name it and write what the AI should understand from each conversation. With "Try the goal" you paste a conversation and see the verdict at once, with nothing saved or charged.
Choose where to look
Select the AI agents, the numbers and agents that record, the WhatsApp numbers and SMS chats to read. Set the minimum call length and the minimum confidence.
Decide what to do with matches
Choose a tag, a list to add the number to as a lead, and the email type: none, one per conversation or a daily summary.
Turn it on and read the results
Once active, the analysis works on new conversations. In the Results tab you open each match with its reason and the status of its actions.
What you can set
What to look for
- Name
- The analysis name in the list and in reports.
- Active
- It only works on new conversations, from when it is turned on; paused, it analyses nothing.
- Goal
- What the AI should understand from each conversation, in plain words: the more precise, the better the results.
- Try the goal
- Paste a conversation, even one you wrote, and see the verdict, confidence and reason; nothing is saved or charged.
Where to look
- AI answerers
- Conversations of the chosen AI voice agents, on the phone and on WhatsApp, already as text.
- Numbers
- Calls recorded in full on the chosen numbers.
- Operators
- Recorded conversations of the chosen agents.
- WhatsApp chats
- Chats on the chosen WhatsApp numbers, analysed once quiet for 2 hours, only the new messages.
- SMS chats
- SMS conversations, with the same rule as WhatsApp chats.
Filters
- Minimum length
- Shorter calls are neither analysed nor charged.
- Minimum confidence
- How sure the AI must be to count a conversation as found.
Past conversations
- Also analyse past calls
- Besides new ones, it analyses recorded calls already made as long as the recording is kept, fetched a few at a time, with an estimate of calls and minutes before you turn it on.
What to do with those found
- Tag
- A coloured label on the conversations found, picked from existing ones or created on the spot.
- List
- Adds the number as a lead to the chosen list, with the AI's reason in the notes; duplicates follow the list's setting.
- No email, one for each conversation as soon as it is found, or a daily summary with all of them.
- Recipients
- One or more email addresses, separated by commas.
Results and reports
- Results
- Conversations found with date, source, contact, confidence, reason and the status of each action; you can also show those not found and read the conversation.
- AI analysis report
- For each analysis, how many conversations the AI read, how many it found, the share and the day-by-day trend.
- Analysis list
- Status, conversations analysed and found in the last 30 days, and the latest match.
Frequently asked questions
What is AI call analysis?
It is automatic analysis: you write what to look for and artificial intelligence reads every new conversation, says whether it matches, how confident it is and why, and takes the actions you chose.
Which conversations can it analyse?
Recorded calls on your numbers and of your agents, AI voice agent conversations, and WhatsApp and SMS chats. Calls that are not recorded cannot be analysed.
Do I need to write rules or keywords?
No, just describe in plain words what you want to find. Before saving you can try the goal on a sample conversation.
Does it analyse calls made in the past?
Only if you turn on Past conversations: then it also analyses calls recorded before today, as long as the recording is kept, and shows you an estimate first.
How much does the analysis cost?
Each analysed call is transcribed and charged according to your price list. Calls shorter than the minimum length are neither analysed nor charged, and trying the goal is free.
Related features
Try it on your own phone lines
Sign up free and try this feature with your numbers, or message us on WhatsApp and we’ll show it to you.