Ai Call Summary
    • 18 Mar 2024
    • 7 Minutes to read
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    Ai Call Summary

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    Article summary

    Dialpad's AI call summary feature allows managers to easily find coachable moments within users' calls. The post-call summary email includes basic call information, a searchable transcript, and key moments such as action items and sentiment analysis. Different access permissions are available based on user roles, allowing admins and coaches to access relevant call records and summaries. Call summaries can be accessed from the Dialpad app or web portal, and the call review page provides options to search the transcript, add comments, edit the transcript, and share the summary. Moments in the call can be identified, including action items, addresses, call purpose, sentiment, phone numbers, and more. The quality tab allows users to troubleshoot call quality issues. Call summaries can be easily shared with colleagues using a single URL.

    Finding specific coachable moments within a call can be time-consuming, but with Dialpad's Ai call summary, managers can easily find those moments on users' calls.

    In the automated post-call summary email, you'll find:

    • Basic call information: A high-level overview of the interaction's information, such as contacts' names, phone numbers, call dates and times and call durations.
    • A searchable transcript: A complete transcript of the call where the call is broken down by speakers. You can also search for phrases and keywords in the transcript, as well as skip directly to different parts of the call audio to quickly see who said what on the call.
    • Key moments: Your favorite Ai features such as action Items, sentiment analysis, call purpose categories, and other important insights extracted from the call. These moments are great as a reminder of what attendees need to follow up on afterward.

    Let's dive into the details!

    Who can use this feature

    Dialpad Ai is available to Dialpad Ai Voice, Ai Sales, and Ai Contact Center customers on Standard, Pro, and Enterprise plans.
    Ai is offered in English and Spanish, and is available for offices in the United States, Canada, Australia, New Zealand, Mexico, Puerto Rico, and Spain. 

    Access permissions

    Need to segment access based on user roles? No problem, Dialpad offers different permission levels based on your role within the company. 

    • Company Admins can see all call records and access automatic recordings and Ai call summaries for all department, contact center, and coaching team calls.
    • Office Admins can see all call records for calls within the office and access automatic recordings and Ai call summaries for main line, department, contact center, and coaching team calls.
    • Department and Contact Center Admins can see all call records within their respective departments or contact centers and access automatic recordings and Ai call summaries for the same.
    • Coaching Team Coaches can see all call records for their trainees and access automatic recordings and Ai call summaries for the same.
    • Users can see all their own personal calls and access personal call recordings; they can also access Ai call summaries for these calls. If users are part of a coaching team as trainees, their coaches can access automatic recordings and Ai call summaries for their calls.

    Access call summary 

    Call summaries can be accessed from the Dialpad app and the Web Portal

    Access call summary from Dialpad app

    Call summaries can be accessed from 3 places within the Dialpad app. 

    1. From a conversation
    2. From the Calls section of your inbox
    3. From the Meetings section of your inbox

    Let's go over each one. 

    Access Ai Call Summary from a conversation

    To access your Ai Call Summary from a conversation within the Dialpad app: 

    1. Open the conversation
    2. Go to call details from your Ai Recap

    Access Ai Call Summary from Inbox — Calls tab 

    To access your Ai Call Summary the Calls section of your Inbox:

    1. Select Calls
    2. Select View Ai Recap  
      1. If you're not in the Ai Recap EAP program, the button text will say View call details
    3. Select Go to call details 

    Access Ai Call Summary from Inbox — Meetings tab 

    To access your Ai Call Summary the Calls section of your Inbox:

    1. Select Calls
    2. Select View Ai Recap  
      1. If you're not in the Ai Recap EAP, the button text will say View meeting details
    3. Select Go to meeting details 

    Access Ai Call Summary from the web portal

    To access an Ai Call Summary from Dialpad.com

    1. Navigate to Call History
    2. Click the Ai icon beside the desired call

    Dialpad will open the call review where you can dive into the details of the call. 

    Visit the Call History menu Help Center article to learn more 

    Call review 

    The Call Review Page lets you view the Ai Recap as well as the full transcript, Action Items, and Moments.
    From the call review, you can:

    • Search the call for specific words or phrases
    • Add and view comments between team members 
      • Use @mentions to tag anyone within your company 
      • Recipients receive an email and a message from Dialbot with a link to the call review
        1. If a recipient doesn't already have access to the call review, the @mention will grant them access until the comment is removed
    • Add to Playlist to store the call alongside in a playlist.
    • Copy the Ai Recap text.
    • Download data
      • Receive a URL to copy/paste or download a CSV file containing the transcript.
    • Share the Call Review by creating a link specific to the entire Ai call summary or only a portion of the call.

    Recap

    Dialpad's Ai Recap provides a summary of your calls, identifying action items, call purpose, outcome, and so much more.

    From the Recap section of your Call Review Page, you can copy the Recap text, share it with others, give us feedback on accuracy, and even edit it. 

    To access the Recap options menu, hover over the recap text or Action Item. 

    Call transcript 

    Dialpad Ai transcribes your calls in real time and preserves your conversation. 

    Select the Transcript tab to read the full transcript and use the search bar to quickly find specific words. 

    Or, if you're tired of reading, listen to the audio using the playback controls (if the call was recorded).

    Hover over a specific part of the call to access the transcript options menu. 

    Here, you can comment, edit, or share specific parts of the transcript. 

    Edit a transcript

    Transcripts can be edited at any time, which is especially helpful if we accidentally misspelled someone's name. To edit a transcript:

    1. Hover over the part you want to edit
    2. Select Edit
    3. Enter your changes
    4. Select Save changes

    Note
    Transcript edits cannot be reversed. 

    Moments summary

    Moments let you see when specific moments were triggered in a call, and what triggered them. 

    Select a Moment from the sidebar, then select Excerpts to see the exact phrases that triggered the Moment.

    Real-time assist (RTA) cards that were activated will appear here, too, if enabled.

    Types of moments

    Moments let you spot trends and discover coaching opportunities. Dialpad's list of moments is constantly growing — let's look at our current Moment types and what they mean. 

    • Action Item - a single, clearly defined task to be completed after the call/meeting, usually assigned to an individual or small group
      • "I will send the information to you tomorrow"
    • Address - an address of a physical location or building.
    • Call Recording Notification - agent notifies the customer that the call is being recorded.
    • Competitor - a customer mentions a competitor defined in your company dictionary.
    • Currency - the customer or agent mentions a dollar amount or an amount in another currency.
      • “That costs $100”
    • Date - the customer or agent mentions a specific date.
      • “Let’s meet on December 10, 2020”
    • Time the customer or agent mentions a specific time of day.
      • “Let’s meet at 1:30 PM”
    • Email Address - when anyone mentions an email address.
    • Interesting Question - any interesting question asked on a call.
      • “Can we meet tomorrow at 4:00?”
    • Call Purpose (available to Dialpad Ai Voice, Ai Contact Center, and Ai Sales customers) - the caller states why they are calling.
      • "I'm calling today to see if I can get my windows washed"
    • Negative Sentiment - the customer says something generally negative.
    • Positive Sentiment - the customer says something generally positive.
    • Phone Number - identify when anyone mentions a phone number.
    • Recommendation - marks where a Real-Time Assist popped up on a call.
    • Snippet - 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.
    • Support Defective (available only to Ai Contact Center customers) - the customer mentions that the product or service is defective.
    • Support Issue Resolved (available only to Ai Contact Center customers) - the customer indicates that their problem has been solved.
    • Swearing - identified when anyone uses profanity.
      •  "That's bullshit"
    • Unsure Agent (available to Ai Contact Center customers) - the agent expresses uncertainty about an answer.
      •  "I'm not really sure"

    Call quality 

    Easily see the network quality of your call from the Quality tab.


    HD calling (also known as VoIP) breaks the sound of your voice into thousands of packets. These packets traverse various paths on the Internet to Dialpad's servers, and then onto their final destination where they're reassembled. 

    Without a reliable network, there's no guarantee that those packets can be reassembled in the right order or even arrive at all.  

    The Quality section of your call review gives you the information you need to troubleshoot call quality issues by displaying information on bitrate, packet loss, jitter, and latency.

    Note: 
    You will not see network quality information for calls placed on the mobile app, or for calls where the browser was closed before the end of the call. For calls with fanouts, Dialpad only displays the network quality information for the first fanout.

    Learn more about call quality in this Help Center article

    Share a call summary

    Need to send a call to a colleague for their review? Dialpad makes it easy to share the Ai call summary with a single URL.

    Unique call links can be set to be shared with anyone within your organization, or to anyone. 

    To share a Call Summary, first head to Dialpad.com

    1. Select Call History
    2. Select the options menu beside the call you'd like to share (that's the three vertical dots)
    3. Select Share
    4. Choose who can access the link (users within your company, or anyone with the link)
    5. Choose which portion of the call you'd like to share 
    6. Select the Copy Link and share


    You can also share the call transcript from the call review page itself. 

    1. Select the Share icon on the top right
    2. Choose who can access the link
    3. Select Create link
    4. Copy the link and share

      Note: 
      In order to comment on a shared call summary, you'll need to be signed in to your Dialpad account. If you're not already signed in, you'll be prompted to sign in before being able to access the Call Summary.
      Once a summary has been shared, office and company admins can stop remove shared access by selecting Stop sharing from the share menu. 




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