Call transcription and AI call insights
Call transcription uses speech recognition to turn a recorded phone call into text. AI call insights build on the transcript with a summary, the sentiment of the call, the key topics and the share of time each side spoke.
What AI call insights include
- Transcript — the full text of the conversation.
- Summary — a short account of what the call was about and what was agreed.
- Sentiment — whether the conversation was positive, neutral or negative.
- Key topics — the subjects that came up, useful for spotting trends across many calls.
- Talk-to-listen ratio — how much of the call each side spent speaking. A salesperson talking 80% of the time, for example, is probably not listening enough.
This category of tools is also called conversation intelligence.
Why teams use it
Reading a summary takes seconds; listening to a call takes minutes. Teams use transcripts to hand over cases, share context after sales calls, find calls about a topic and check what was promised.
Call transcription in phone.systems™
phone.systems™ AI Call Insights creates a transcript, summary, sentiment, talk-to-listen ratio and key topics for recorded calls in 19 languages. You choose in AI settings whether inbound recordings, outbound recordings or both are processed. It costs $0.02 per recorded minute. The insights are attached to the call in call history and the phone.systems™ app, and can be pushed to the CRM. For rating calls against criteria, see AI call scoring and AI call insights.