Getting started with Conversation Intelligence

CallRail's suite of Conversation Intelligence features uses your recorded calls for insights on lead quality. Get your calls automatically transcribed with Transcript intelligence and classify them with Automation Rules. You can also use Automation Rules to have the most important key terms and phrases highlighted for better campaign management. 

Transcript intelligence

Save valuable time with Transcript intelligence. This feature allows you to read full conversations between your team and customers by transcribing your calls, freeing you from the task of listening to every recorded call. This feature is available in the caller's timeline, and you can move to key moments in the conversation by clicking on the call recording's waveform to read the entire transcript without having to listen to the call. 

You'll receive an email notification with a preview of each call's transcript. 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.

Learn more about Transcripts with this help article

Call summaries

The call Summaries feature gives you quick insights into conversations between your team and customers by providing a summary for each transcribed call. Using call summaries, you can review call transcripts at a glance by reviewing the summary of the call. This summary consists of three to five sentences that summarizes the contents of the call. Call summaries are a part of the Transcript intelligence feature, and require Premium Conversation Intelligence. Once you’ve enabled Transcript intelligence on your account, call summaries will automatically be enabled.

Learn more about call summaries in this help article.

Call sentiments 

The call sentiments feature streamlines call analysis and reduces time spent manually listening to or reviewing call transcriptions. You can use this feature to view the overall sentiment after the call has ended to get a deeper understanding of the quality of customer and agent interactions. Call sentiments are a part of the Transcript intelligence feature, and require Premium Conversation Intelligence. Once you’ve enabled Transcript intelligence on your account, Call sentiments will automatically be enabled. 

Learn more about call sentiments in this help article.

Automation Rules

Automation Rules allow you to classify your interactions automatically. You tell us which types of interactions you want to focus on by choosing criteria — call length, which marketing campaign a call is associated with, which words were spoken during the call, and much more — and we’ll qualify, score, tag, or assign a value to the ones that meet your criteria, automatically. Transcript intelligence must be on for Automation Rules to work.

Learn more about Automation Rules.

PII Redaction

PII Redaction removes sensitive items from your call recordings and transcripts, including information related to your customers' billing and personal information. 

Learn more about PII Redaction.

FAQs

Is Conversation Intelligence  HIPAA compliant?

Yes! 

 

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