Here's an overview of our Conversation Intelligence features and how they can be configured to improve your workflows.
User Level:
Admin
Conversation Intelligence
What is Conversation Intelligence?
Conversation Intelligence refers to our AI-assisted features. By having Conversation Intelligence enabled for your account, you can have access to intelligent assistance features, such as automatic call summary, as well as next-level analytics reports and tools like call sentiment analysis.
Feature List
New features are consistently being developed for use in our Conversation Intelligence suite. Here are our current offerings:
The model we use for creating call transcripts for Conversation Intelligence is different from the model used for our workflow automations, meaning that different language limitations apply.
Setup
Prerequisites
Conversation Intelligence is part of your current CloudTalk plan.
Call recording is enabled for desired numbers.
Enable Conversation Intelligence Features
From the dashboard, navigate to Account > Settings > AI Conversation Intelligence.
For Users with AI Features Enabled, search and select any and all users whose calls will need to be processed. (Users will need to be added here before we can analyze their calls with AI.)
Subprocessors and Data Processing
By using Conversation Intelligence features, which leverage GPT functionalities, you consent to the handling of call data by third-party processors (subprocessors). As an admin, you have options for controlling the way your data is handled.
Call data of any user not selected within the Users with AI Features Enabled setting of Conversation Intelligence will not be processed by AI tools. Conversation Intelligence can be disabled at any time to stop the processing of all data by third parties. Recordings can also be disabled for specific numbers.
Exporting Conversation Intelligence Data from CloudTalk
In addition to viewing your conversation intelligence (CI) data directly in the CloudTalk dashboard and analytics, you can also export it to external tools to better fit your workflow.
Using Native Integrations: If you’re already using one of CloudTalk’s native integrations, your CI data is automatically transferred through built-in workflows. To see which integrations include this functionality and how they handle CI data export, check out the Exporting Conversation Intelligence article.
Custom Export with API: Need more flexibility? CloudTalk’s API lets you export CI data in a way that works best for you. Explore our API documentation to find the right endpoints for your setup.
This way, you can easily access and analyze your CI data in the tools you rely on every day.
If you need any further assistance please do not hesitate to reach out to our Support team, we are always happy to help!