AI call insights
Know what happened without replaying the call
Transcripts, summaries, sentiment, key topics and scorecards for recorded calls — billed at $0.02 per recorded minute you choose to analyse.
AI call insights in phone.systems™ produce a transcript, summary, sentiment, talk-to-listen ratio and key topics for each recorded call in 19 languages, and AI call scoring rates calls against scorecards you define. $0.02 per recorded minute analysed.
Four views of every recorded call
Insights are attached to the call in call history, next to its recording.
Read the call in seconds
A written transcript of the conversation and a short summary of what was discussed and agreed.
- Full transcript
- Summary of the call
- 19 languages
See how the conversation went
Sentiment shows the tone of the call; the talk-to-listen ratio shows how much each side spoke.
- Customer sentiment
- Talk-to-listen ratio
- Spot calls that need a follow-up
Find out why customers call
Key topics list the main subjects of each call, so recurring reasons for calling stand out across the team.
- Main subjects per call
- Quick scanning across calls
- Pushed to the CRM with HubSpot
Score calls against your own criteria
Define scorecards with criteria, points and a target score. AI scores each matching call and adds reasoning and coaching suggestions.
- Inbound or outbound scorecards
- Reasoning per criterion
- Coaching suggestions and dashboard
Pricing
Pay for the calls you analyse
AI call insights cost $0.02 per recorded minute analysed, and AI call scoring is covered by the same rate. You choose whether inbound, outbound or both types of recordings are sent for analysis — no seat upgrade needed.
Covered by the rate
- Transcript and summary
- Sentiment and talk-to-listen ratio
- Key topics
- Scorecard-based call scoring
Choose which recordings are analysed
AI call insights are switched on per call direction in AI settings.
AI settings: send inbound and outbound recordings to AI call insights and choose the language of the AI overview.
AI call scoring: define what good looks like
Scorecards describe what a good call looks like for your team. Each scorecard has criteria with points and a target score, and applies to inbound or outbound calls. A support team can score greeting, understanding of the issue, resolution, empathy and next steps; a sales team can score discovery calls on a separate outbound scorecard.
Each scored call gets a score per criterion, the reasoning behind it and coaching suggestions, and a dashboard shows scores across calls.
Scorecard setup
Scorecard setup: criteria with points and a target score. The AI uses them to score each matching recorded call.
From recorded call to insight
Record calls
Enable call recording per user and direction, or record on demand.
Choose what is analysed
In AI settings, choose whether inbound and outbound recordings are sent for AI call insights, and set the language.
Read the insights
Transcript, summary, sentiment, talk-to-listen ratio and key topics appear on the call.
Push to the CRM
With a connected CRM such as HubSpot, AI insights can be pushed to the customer's record.
AI call insights in short
AI call insights turn recorded calls into text: a transcript, a summary, the sentiment, the talk-to-listen ratio and the key topics. They work in 19 languages and cost $0.02 per recorded minute. AI call scoring goes a step further and rates calls against scorecards your team defines.
How insights are produced
- Calls are recorded according to your call recording settings.
- In AI settings, you choose whether inbound recordings, outbound recordings or both are sent for AI call insights, and the language of the overview.
- After the call, the insights are attached to the call in call history.
- If you have created scorecards, AI scores matching calls and explains each score with coaching suggestions.
- With a connected CRM integration, insights can be pushed to the customer record — for example in HubSpot.
Where teams use them
Use AI call insights when a team needs to know what customers call about without listening to every call — to share context after a sales call, to hand over a support case, or to analyze customer conversations across a team. Use AI call scoring when managers want a consistent way to review call quality and coach support teams or sales teams.
Frequently asked questions
What are AI call insights?
AI call insights are a transcript, summary, sentiment, talk-to-listen ratio and key topics generated automatically from a recorded phone call.
How much do AI call insights cost?
$0.02 per recorded call minute, as an add-on to the phone.systems™ subscription.
Do AI call insights require call recording?
Yes. Insights are generated from recorded calls, so recording must be enabled for the calls you want analysed. You choose separately whether inbound and outbound recordings are sent for analysis.
Which languages are supported?
AI call insights support 19 languages. The language of the AI overview is set in AI settings.
What is AI call scoring?
AI call scoring rates calls against scorecards you define — criteria with points and a target score for inbound or outbound calls — and adds reasoning and coaching suggestions for each score.
Set up a phone system that fits how you work
Configure numbers, users and call routing in one place, and change them whenever your business changes.