Skip to main content

AI Insights Overview

AI Insights automatically extract valuable information from call transcripts - like lead scores, customer sentiment, appointment details, action items, and more - without any manual work.

How It Works​

  1. Configure per Assistant: Add insights directly to each AI assistant
  2. Required Call Summary: Every assistant includes an automatic conversation summary
  3. Add Custom Insights: Choose from templates or create your own
  4. Receive Results: View in portal, webhooks, or email

Key Benefits​

  • Automatic Data Collection: No manual note-taking required
  • Never Miss Important Details: AI captures key information from every call
  • Flexible Delivery: Portal analytics, real-time webhooks, or email notifications
  • Works Out of the Box: Required Call Summary insight is pre-configured

Core Concepts​

Required Call Summary​

Every AI assistant automatically includes a Call Summary insight that:

  • Generates a concise conversation overview for each call
  • Powers the preview text in your call logs
  • Cannot be removed (it's required for the system to work)
  • Displays with a purple highlight and "Required" badge

Customer benefit: Your call logs are always organized and easy to scan, with no setup required.

Optional Insights​

Add additional insights to capture specific information:

  • Lead Quality Score: 0-100 score indicating buying intent
  • Customer Sentiment: Positive, neutral, or negative tone
  • Action Items: Tasks and follow-ups extracted from the conversation
  • Key Details: Customer names, budgets, timelines, pain points
  • Custom Insights: Create your own for industry-specific needs

Insight Types​

Each insight has an output type that determines how data is returned:

  • Text: Categories, names, descriptions (e.g., "High", "John Smith")
  • Number: Scores, quantities, amounts (e.g., 85, 5000)
  • Boolean: Yes/no, true/false values
  • Object (JSON): Structured data with multiple fields
  • Array: Lists of items (e.g., action items, product mentions)

Results​

Insights extract automatically after each call:

  • Stored in portal analytics (searchable and filterable)
  • Delivered via webhook in real-time (optional)
  • Sent via email after each call (optional)
  • Exportable to CSV for analysis

Common Use Cases​

Sales

  • Lead qualification and scoring
  • Budget and timeline capture
  • Purchase intent tracking

Support

  • Customer sentiment analysis
  • Issue categorization
  • Quality monitoring

Scheduling

  • Appointment details extraction
  • Service request capture
  • Customer preferences

Two Ways to Configure Insights​

Quick Method: Assistant Insights Tab​

The fastest way to configure insights:

  1. Go to AI Assistants → Select your assistant → Insights tab
  2. See your active insights (Call Summary is always included)
  3. Click Add More Insights to browse and add templates
  4. Configure Delivery Configuration (portal, webhook, email)
  5. Click View Analytics button to see extracted data

Best for: Quick setup, managing insights for a specific assistant

Advanced Method: Create Custom Insights​

For creating reusable custom insights:

  1. Go to Insights page in main navigation
  2. Click Create Custom Insight
  3. Define name, instructions, output type, and category
  4. Add the custom insight to any assistant via their Insights tab

Best for: Industry-specific insights, complex extraction logic

Getting Started​

  1. Configure insights for your assistant
  2. Browse insight templates
  3. Set up delivery options

Recommendations​

  • Start Simple: Begin with 2-5 insights per assistant (Call Summary is automatic)
  • Processing Time: 1-5 insights process in 5-15 seconds, 5-10 insights take 15-30 seconds
  • Test First: Make 5-10 test calls before going live to verify accuracy

FAQ​

Why can't I remove the Call Summary insight?

The Call Summary insight is required because it powers the preview text in call logs and provides essential context for each conversation. It's automatically included with every assistant.

How many insights can I add to an assistant?

You can add as many as needed, but we recommend 5-10 for optimal performance. More insights mean longer processing times after each call.

Can I use the same insights across multiple assistants?

Yes. Create custom insights from the Insights page, then add them to any assistant via their Insights tab.

Where do I manage delivery settings?

Go to AI Assistants → Select assistant → Insights tab → Delivery Configuration section. Here you can enable webhook and email delivery.

How long does extraction take?

Usually 5-30 seconds after a call ends. The time depends on call length and number of insights configured.

Can I process insights from past calls?

No. Insights only extract from calls made after you configure them for an assistant.

Where do I view extracted insights?

Click View Analytics from your assistant's Insights tab, or go to AI Insights in the main navigation. You can also see insights on individual call detail pages under Analytics → Calls.