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Setting up AI Conversation Intelligence

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Go to Account > Settings and select AI Conversation Intelligence.

Toggle the AI Conversation Intelligence button to \"On\".

Select the users whose calls need to be processed by AI.

Enable Call Summary, Tagging and Smart Notes.

Add General Context to help AI understand the nature of your calls.

Specify Sales Context for sales teams and Support Context for support teams to tailor insights to specific departments.

Select the tags you want the AI to consider for automatic tagging.

Enable the setting to allow AI to create Smart Notes, which include:

Call Details: Updates and general information, such as participants on the call.
Action Items: Follow-up tasks identified during the call.
Decisions Made: Key agreements made during the call.
Open Questions: Questions requiring follow-up after the call.
Important Dates and Deadlines: Dates and times mentioned during the call, linked to business events.
Risks and Issues: Potential business risks or issues flagged during the call.

Topic Extraction: Let AI identify and track up to five key topics from call conversations.

Sentiment Analysis: Allow AI to assess the tone and sentiment of the call, including agent and caller impressions and the overall vibe.

Click Save Changes and then Confirm to apply the settings.

Navigating AI Analytics

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Go to AI Analytics to view reports for AI Conversation Intelligence.

Use the Date Filter to adjust the dataset based on your preferred date range.

Explore additional Filter Options to refine the data further.

Stat Cards Overview

Talk/Listen Ratio: Displays the average talk-to-listen ratio for the agent(s) in the dataset.
Sentiment: Breaks down conversations into positive, neutral, and negative percentages.
Overall Topics: Shows the total number of topics identified in the dataset.
Top Topics: Lists the top 5 most mentioned topics with their percentage of mentions.
Trending Topics: Highlights the top 5 topics gaining popularity in the last 24 hours.

Click the three dots and select Call Details for specific call insights.

Call Details show the general information about the call.

In the Sentiments Tab, view a visual timeline of sentiment shifts during the call:

Red: Negative sentiment
Green: Positive sentiment
Yellow: Neutral sentiment

Agent and contact timelines are displayed separately. Click any point on the timeline to jump to the corresponding part of the transcript.

The Topics Extraction Tab provides a visual timeline with color-coded topics. Each topic is labeled with a dot matching its color on the timeline.

Access the Notes Tab to see the following Smart Notes sections:

Call Details: Key updates and general information about participants.
Action Items: Follow-up tasks identified during the call.
Decisions Made: Points agreed upon during the call.
Open Questions: Follow-up questions that arose during the call.
Important Dates and Deadlines: Key dates and associated events mentioned.
Risks and Issues: Potential risks or challenges identified in the conversation.

Translate transcriptions between English and the original supported language seamlessly.

Talk/Listen Ratio: Tracks the balance between customer and agent interaction.

Sentiment Analysis: Provides an overall sentiment score, classifying the call as negative, neutral, or positive.

Automatic Summaries and Tagging are available for efficient call reviews.

Smart Notes can also be accessed through the Desktop App for added convenience.

AI Insights include the Call Summary, Topic Extraction and Sentiment Analysis.

Click Open detailed view on dashboard to access the full call details within AI Analytics.

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