Here's an overview of our Conversation Intelligence features and how they can be configured to improve your workflows.
User Level:
Admin
Video Setup
If you prefer video setups, here's an instruction video on how to set up Conversation Intelligence:
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
AI Data Export
With the export of conversation intelligence data to our major integrations, you can easily attach relevant call information to tickets or deal pipelines without having to leave your working platform of choice.
Supported Integrations
Data Types
In addition to other exported data, call exports from conversation intelligence users will include:
the AI Conversation Intelligence Call Summary
the AI Call Sentiment
the AI Extracted Topics
a link to the AI call details in CloudTalk
Your company must have conversation intelligence enabled to use these features, and call recording must be enabled in order for data to be populated.
Formatting
Salesforce
Exported data in Salesforce has custom fields for better organization. Calls log as activities in Salesforce, and exported tasks and/or cases are associated with these calls. All conversation intelligence fields in Salesforce are marked with AI in the name.
Some data fields in cases are different from those shown in tasks, but all AI related fields are shown in both export types.
Other Integrations
For HubSpot, Pipedrive, Zendesk and Zoho, exported call data is grouped together for agents and managers to use for gathering additional context about a call that took place. Conversation intelligence data will be separated under the AI Conversation Intelligence Details heading, so agents can easily distinguish it from user-added notes and other data.
Zendesk
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.
If you need any further assistance please do not hesitate to reach out to our Support team, we are always happy to help!