Voice Intelligence Glossary


What is Voice Intelligence?

Voice Intelligence helps business teams capture and learn from conversations as they happen through real-time speech recognition, artificial intelligence, and natural language processing. 

What is Live Transcription?

The live transcript shows the full text of the conversation in real-time. Reading is faster than listening, so having a transcript allows you to very quickly catch up on conversation content at a glance.

What are Post-Call Summaries?

After a call ends, the post-call summary screen will display a summary of the key information discussed on the call. Use this to quickly understand what happened on a call and prepare for the next call. Currently, the post-call summary includes action items, snippets, and manual notes.

What are Snippets?

Snippets allow agents to mark and save important parts of conversations for future reference. For example, an agent can snip parts of a call where a prospect discusses their top concerns in order to create a reminder of what the agent should bring upon subsequent calls.

What are Action Items?

An action item is a task that is discussed and assigned during a meeting. Action items are detected automatically by Voice Intelligence during conversations and displayed in the call summary.

What is Supervisor View with Sentiment Analysis?

The Supervisor View shows a list of all ongoing calls for a given call center. Every call appears as a row in the dashboard and contains information such as the caller name, phone numbers, call duration, and more. Under “Active Calls”, Voice Intelligence adds a new column that displays the sentiment of calls.  Sentiment appears in three states: Attention (Negative), Neutral, Positive. When especially negative situations arise on a call an "attention" indicator is prominently displayed. From here a manager can decide to view the live transcription, listen or join to assist the call.

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