AI features

AI features allow you to read entire conversations between your team and customers by transcribing your calls. Available in the caller's timeline, you can snap to important points in the conversation by clicking on the call recording's waveform and read the entire call transcript without having to listen to the call.

A preview of each call's transcript is available in the call notification email you receive. You can click the link in the email to be redirected to the caller's timeline, where you can read the full transcript of the call.

Getting started

Call recording must be enabled on tracking numbers where you'd like to transcribe calls. The accuracy of your transcription is dependent upon call quality. Transcript intelligence can transcribe conversations to any tracking number as long as the conversation is in English. 

If you would like to set up AI features for multiple companies, you can use this article instead.

Set up AI features

1. Select the Settings icon on the left navigation bar.
   
2. Choose the company where you'd like to set up AI features.
3. Select Workflow at the top of the page.
4. Choose AI features from the Manage header on the left.
5. Select the name of the company where you want to enable AI features. Or, to configure multiple companies, select the check box next to the relevant companies and select the Configure button.
6. Use the toggle switch to enable or disable AI features for your company.
   1. You can select whether to enable AI features on all calls or specific calls based on tracking numbers, direction, call type, call duration, or tags.
   2. You can also choose to redact personally identifiable information (PII) by selecting the desired checkboxes.
7. Select Update.

Call Highlights

Call Highlights are relevant words from the call transcript that are automatically spotted.

Once you receive calls to tracking numbers that are using AI features, you can read and interact with a caller's transcript and see highlighted key terms and phrases on their timeline.

1. Select Analytics on the left navigation bar.
   
2. Select Activity at the top of the page.
3. Choose the company whose transcripts you'd like to view.
4. Select Recording to play a customer's call recording. 
   
   
   
   
5. Read and interact with the caller's recording and transcript directly inside the call log. You can:
   
   
   
   • Select a specific place in the call recording graphic to snap to that point of the conversation in the transcript.
   • Select a specific place in the call transcript to the right to snap to that point of the conversation in the recording.
   • Hover over the dots in the recording to see Call Highlights and Automation Rules from the call. Select the dot to jump to that part of the conversation.
     
     
     
   • See a full list of your Call Highlights on the Edit tab. 
     

Convert Assist

Our AI features are also used in Convert Assist, our new product for lowering response times and improving lead-to-sale conversion. For more information on how to use Convert Assist in CallRail, please view this support article.

Deactivating AI features

Deactivating AI features will turn off highlights and stop all conversations for the selected company from being transcribed. Use these instructions for each company where you'd like to deactivate AI features.

1. Select the Settings icon on the left navigation bar.
   
2. Choose the company where you'd like to deactivate AI features.
3. Select Workflow at the top of the page.
4. Choose AI features from the Manage header on the left.
5. Select the name of the company where you want to deactivate AI features. Or, to configure multiple companies, select the check box next to the relevant companies and select the Configure button.
6. Turn the toggle at the top of the screen to OFF.
7. Select Update at the bottom of the screen.