AI Call Analysis: Transcripts, Summaries and Hints
A head of sales physically can't listen to every conversation: it would take the whole week. So they usually listen to two or three random calls and draw conclusions about the entire team. AI call analysis in a CRM changes that: every conversation is transcribed, summarized and scored against your own criteria.
Contents
What happens after a call
Processing of the recording starts a few seconds after the conversation ends. The sales rep and the client are recorded on separate tracks, so the transcript comes out as a dialogue: who said what, with no mix-ups even in outgoing calls. Our server transcribes a twenty-minute conversation in Russian in about 12 seconds.
- Daniel· yesterdayTranscript available…do you offer installments?
- Marcus· 2 days agoTranscript available…could we pay in parts, say, over six months?
- Nora· last weekTranscript available…we’d like a six-month plan.
Summary, next step and score
The AI Insights app analyzes the conversation in a single pass and saves the following to the call:
- a summary, what went well, what to improve, a recommendation and one next step;
- one to six tags, for example, “price,” “delivery,” “objection”;
- sentiment: positive, neutral or negative;
- a score for the sales rep's performance from 0 to 100.
The “Next step → task” button turns the AI's recommendation into a task in the CRM. The response is written in the workspace language.
- Summary
- The client needs 40 units by the end of the month. Asked about installments; the director makes the decision.
- What went well
- Found out the volume and the deadline, answered the installment question right away.
- What to improve
- Didn’t ask who else is involved in the decision or what the budget is.
- Next step
- Send a quote with the installment plan.
Your criteria, not an abstract “good call”
A good call in sales and a good call in support are different things. The department head writes an instruction for the AI tailored to their department (up to 15 instructions per workspace plus one general one) and sets a minimum call length for analysis. Ready-made templates help you get started: sales, support, accounts receivable.
Success criteria are set with weights: “found out the budget,” “named the timeline,” “agreed on the next step.” In every call, the AI marks whether each criterion was met and briefly explains why, and the call's score is calculated from the weights of the criteria met. The “Success criteria” tab shows the percentage of the department's calls in which each item is met: a ready-made training plan for the team.
AI coach: an instruction that keeps getting better
The AI coach is run manually: it reviews up to 40 already scored calls and suggests an improved instruction, explaining what to change and why. It doesn't change anything by itself: the change is applied only after the department head approves it, and previous versions are saved so you can go back to them.
Search by the meaning of conversations
You write the query in plain words: “who promised to pay by the end of the month,” “where a client complained about delivery.” The AI finds matching conversations, ranks them by how closely they match the question and gives a short answer based on what it found. Search covers calls that already have an AI summary.
Where you see the results
- Client card: a summary, a player, the transcript and AI hints for every call.
- Call list: sentiment, score, the percentage of criteria met and tags, with filters for each.
- Call analytics: filters by score, sentiment and tags next to the sales rep leaderboard.
Languages: Russian, Uzbek, Kazakh and a mix of them
We recognize Russian speech with our own model on our own server. For mixed Uzbek-Russian conversations, where the language switches mid-sentence, there's a separate mode: Uzbek is written in Latin script and Russian in Cyrillic. Kazakh has its own model. Both modes are enabled for a workspace on request.
| Before | With AI call analysis |
|---|---|
| We listen to 2–3 random calls a week | Every call is analyzed |
| Everyone has their own idea of a “good call” | Shared, weighted criteria |
| The outcome of a conversation lives in the sales rep's memory | A summary and next step in the card |
| Finding a client's promise means hours of listening | Search by meaning in seconds |
How to get started
- Connect telephony: the analysis works on call recordings.
- Turn on the AI Insights app in the marketplace; you pay for conversation minutes.
- Take an instruction template for your department and add 3–5 success criteria.
- After a week, open the “Success criteria” tab and pick one item to train the team on.
We covered how recordings and missed calls work in our article on CRM phone integration.
How long does it take to transcribe a call?
Does the AI understand Uzbek and mixed speech?
Can I set my own call scoring criteria?
Does the AI give hints during the call?
How is AI call analysis billed?
Find out what happens in every call
14 days free on the “Standard” plan. No card required.