AI Driven Call Classification
I would love to have a feature that allows us to enter in some sort of AI prompt and combine it with a tag in the automation rules. The current keyword based tagging method has never worked that well for my clients use case since our sales calls tend to have a lot of overlapping words with customer support calls in my industry. However I do think that writing a prompt and running the call transcript through a GPT to classify calls as customer support calls vs sales calls/leads would be much more viable/effective and probably not too difficult to set up.
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Comments
Hi Hunter,
Thank you so much for reaching out and sharing your feedback!
I completely understand the challenge you're describing. When sales and support conversations share a similar vocabulary, keyword-based tagging can definitely hit its limits. Your suggestion to use AI prompts and GPT-based classification to analyze transcripts is a fantastic idea.
While we do not currently have a feature that allows for custom AI prompting within our automation rules, I have officially submitted this to our Product Team as a formal feature request for consideration. They are constantly looking for ways to improve our platform, and feedback like yours is exactly what helps us prioritize future updates and improvements. We will reach out with any updates as they become available.
Additionally, I know you had stated that the keyword based tagging has not been the best fit for your clients, so I did want to mention another option that could be helpful with identifying Sales vs Support calls that is available in each CallRail account. Our workflows do have a Menu step option as well as a tag step. This would allow you to create a menu that has options to route to Sales or Support. Once the option has been selected by the caller, a tag step could be placed in the workflow to automatically mark and identify that customer.
If you have any additional questions, please feel free to reach out to our support team at 888-219-2787 or via live chat. We are here to help!
Thanks - I am setting the menu + tag setup where possible, but a lot of my clients already have an IVR they don't want to change and they don't always want to duplicate menus.
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