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.
Go into the AI Conversation Intelligence tab.
Under General Settings, make sure AI Conversation Intelligence is
On.For Users, 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.)
Disable Conversation Intelligence Features (All)
Navigate to Account > Settings.
Go into the AI Conversation Intelligence tab.
Under General Settings, switch
OffAI Conversation Intelligence.
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 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.
If you need any further assistance please do not hesitate to reach out to our Support team, we are always happy to help!