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AI Insights

Rob Edwards
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Ai Insights is a tool for analysing a call with AI to quickly answer questions about that call.

In your Admin account:

  1. Go to the Overview page.
  2. Go to the AI Insights subpage.

AI Insights will open in a new browser tab.

Adding questions

Before you can gain insights on any calls, you need to define the questions you want to answer. Questions are defined separately for each project. 

To define a set of questions for a project:

  1. Click the Projects page in the left-hand menu (or click the Browse projects button if you are on the welcome screen).

The first column, Insights, will display an icon in blue for projects where questions have been defined, or grey for those that have not. Additionally, you will see a list of your projects, showing its Name, Description, the number of Agents, and its Office (if any), as well as the Time created for the project. You can change the sort order of the table by clicking any of the column headings to sort the table on that column.

  1. Find the project you wish to define questions for. If you have many projects, use the controls at the bottom of the table to page through the list.
  2. Click the project you wish to add questions to.
  1. If there are no existing questions for the project, click the Add questions button.

Alternatively, if the project already has questions defined, but you wish to add more: 

  1. Click the Edit button. 
  2. Scroll to the bottom of the list and click the Add another question button.
  1. Optionally, type a Title for your question.
  2. Type your question in the Question field. 
  3. Click the Answer type drop-down list and select the appropriate format for the answer. This may be:
    • Freeform text. The answer will be in the form of a few sentences.
    • True/false. The answer will be Yes or No.
    • Numeric scale. The answer will be a numeric value on a scale of 1-10.
    • Multiple choice. Allows you to define a limited set of answers for AI Insights to offer. 
    • Formula. Perform calculations based on other questions. (See below)

Carefully consider the way you ask the question, so that it suggests the selected type of answer. For example, if you want a true/false answer, don't ask an open-ended question!

  1. When finished, click the Save button, or click the Add another question button to continue writing questions.

Creating formulae

The Answer type called Formula lets you perform calculations based on the answers to other questions. It lets you create an overall score for a call, for example.

To create a formula:

  1. Optionally, write a Title as normal.
  2. Click the Answer type drop-down list and select Formula.
  3. Click the Add formula link.

The list of Available questions are all those which have a numeric value or an Yes/No field, where a Yes answer is treated as 1 and No is treated as 0. 

  1. Type your formula. You can click a question in the Available questions list instead of typing e.g. Q2.

In this example:

  • Q1 and Q2 are both Yes/No questions so have a value of 0 or 1. The formula adds those together and multiplied by 5 to give a value from 0 to 10.
  • Q5 is another Yes/No, but is about making a sale, so we are weighting that answer as more important by multiplying by 10, giving a score of 0 or 10.
  • Finally we add the numeric value from Q7, a number from 1 to 10. This gives a maximum score of 30.
  1. Click the Save formula button.

Filtering the calls list

To see the list of calls:

  1. Click the Calls page from the left-hand menu.

You can filter the list of calls in the table to find specific projects. To do so:

  1. Type part of the name of the project in the Search projects field and press Enter.
  2. Click to select the project from the list.
  1. Optionally, type part of a phone number in the Phone number field to filter just the calls with a matching number.

You can also filter the list based on any of the column headings:

  1. Click the dots next to a column heading.
  2. Click to select the option from the drop-down menu. 
  3. You can apply multiple filters.

Gathering insights

On the Calls page of AI Insights:

  1. Click the call you wish to gather insights for.

At the top of the page you will see some basic information about the call. Below that are the Call Insights and LeadGPT tabs.

Call Insights

In the Call Insights tab, you will see the list of questions relating to that call's project, as well as the AI generated answers. 

  • You can filter the list of questions and answers shown by clicking the buttons for the answer types you wish to see. 
  • Answers are based on the call recording and its transcript. If the call recording is not available, or only the agent's side of the call was recorded, AI Insights will not be able to generate all answers.
  • The answers to the questions may not appear immediately if the call is recent. Click the link No insights? Try fetching them manually to prompt AI Insights to fetch the answers.

Additionally, the Call details will show you the Status, Duration and Call ending reason (outcome). This will also show you the Call summary.

LeadGPT

In the LeadGPT tab, you can ask additional ad hoc questions about the call.

  1. Type your question, or click to select one of the suggestions.
  2. Click the Ask question button.

Call recording and transcript

At the bottom of the Calls page, you can access the call recording and call transcript.

  • Click the play button to listen to the recording. Click through the timeline to skip through the recording.
  • Click the three dots to download the call recording, or change the playback speed.
  • Click the button in the bottom-right of the screen to view the transcript. Click the button again to hide the transcript.

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