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Conversation Intelligence

Let AI minimize repetitive tasks and provide valuable customer insights with intelligent transcription and post-call automations

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Written by Valeriia Volobrinskaia

Here's an overview of our Conversation Intelligence features and how they can be configured to improve your workflows.

User Level: Admin

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⚠️ Important: Automatic Billing After Trial

When activating the free 30-day trial, customers are informed that the add-on will automatically renew at €9 per agent/month once the trial period ends. This will happen unless cancelled beforehand, as shown on the activation screen at the time of enabling the trial.

If you wish to avoid being charged, please cancel the trial before it expires. The trial end date is shown in the banner at the top of your CloudTalk dashboard. You can cancel at any time from your account settings.

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

  1. From the dashboard, navigate to Account > Settings > AI Conversation Intelligence.

  2. 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.

Output Language

By default, Conversation Intelligence delivers its output in English. You can change this so summaries, smart notes, and data synced to your CRM are delivered in the language of your choice, or in the language each call was held in.

  1. From the dashboard, navigate to Account > Settings > AI Conversation Intelligence.

  2. Find the Language setting and choose one of the following:

    • Auto detect (match call language): output is generated in the language each call was held in. This is the default for new Conversation Intelligence customers.

    • A specific language (English, German, Danish, Polish, Portuguese, Swedish, or Spanish): all output is delivered in that language. If a call is held in a different language, the output is translated into your chosen language. English is the default for existing customers, preserving previous behavior.

  3. Save your settings.

The output language setting applies to AI call summaries, smart notes, and Conversation Intelligence data exported to your CRM (such as Pipedrive, HubSpot, or Zoho).

Note: The output language setting never affects call transcripts. Transcripts always display the call's spoken language, with an on-demand Translate to English option. Learn more in Call Transcripts.

How to remove Conversation Intelligence from your account

If you no longer want Conversation Intelligence on your account, you can disable it from your dashboard settings:

  1. Go to Dashboard > Account > Settings > AI Conversation Intelligence.

  2. Remove all users from the Users with AI Features Enabled list.

  3. To fully cancel the add-on and stop future billing, contact CloudTalk Support through our Support portal and request removal of the CI add-on from your subscription.

Disabling users in the AI settings stops data processing but may not automatically stop billing. To ensure the add-on is fully removed from your subscription, please contact support.

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:

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 other integrations, 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.

FAQs

  • How do I request a refund for unexpected Conversation Intelligence charges?

    If you were charged for Conversation Intelligence and believe the charge was not authorized, you can request a refund by contacting CloudTalk Support through our Support portal.

    When submitting your request, please include:

    • Your company name and the email address associated with your CloudTalk account

    • The invoice number(s) for the disputed charge(s) — find these under Dashboard > Account > Billing > Invoices

    • A brief explanation of why you believe the charge was not authorized (for example: you did not activate a trial, or you were not aware the trial would auto-renew)

    • Confirmation that you have not actively used Conversation Intelligence features

    Our team will review whether the add-on was used and, if the charge was applied in error, process a refund accordingly.

Need help or have a question? Just reach out through our Support portal — we're here for you.

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