Voxbi
Start free trial
Analytics

AI call insights

AI summarises every call and tags key topics so nothing gets lost.

Start free trial

Every call contains useful information: what the customer needed, how the conversation went, what was agreed. Capturing that consistently is hard when agents are moving straight to the next call. AI call insights in Voxbi does the work automatically. After each recorded call, the AI generates a written summary, detects the keywords that were spoken, identifies the main topic of the conversation, and applies descriptive labels.

The result is a structured record attached to each call in the history, ready for anyone on your team to review without having to listen back to the recording.

When you'd use AI call insights

  • A team leader who wants to review how a series of support calls were handled without listening to each one individually, using the AI summary and topic tags to triage which calls need closer attention.

  • A sales manager tracking which topics come up most often in customer conversations, using keyword detection to see which subjects are appearing across a period.

  • An agent doing a handover who needs to brief a colleague on what was discussed in an earlier call, using the summary to provide accurate context quickly.

How AI call insights work in Voxbi

  1. Define your keywords in the Voxbi Cockpit

    Under the Keywords section, you create the terms that are relevant to your business. You can also set a global AI prompt that guides how the AI processes and summarises calls.

  2. Enable call recording

    AI insights are generated from recorded calls. Once recording is active, the AI processes each completed call automatically.

  3. Open a call in the history

    In the Voxbi Client, calls that have an AI summary are marked with a distinct indicator. Click the call to expand the insight panel.

  4. Review the summary components

    The insight panel shows the detected keywords from your defined list, the automatically identified main topic, a written summary of the conversation's key points, and AI-generated labels describing the call's content.

Frequently asked questions

What is the difference between AI call insights and call transcription?

Call insights is the processed output: a summary of what was said, the main topic, detected keywords, and auto-generated labels. Call transcription is the full word-for-word written record of the conversation. Insights give you a fast overview; the transcript gives you the complete text if you need to check exactly what was said.

Can I customise which keywords the AI looks for?

Yes. You define the keywords in the Cockpit under the Keywords section. You can create, reorder, and manage them, and set either a per-keyword AI prompt or a global prompt that applies to all of them.

Does the AI add sentiment scores or predictions?

The AI generates summaries, detects keywords, identifies the call topic, and applies descriptive labels. It does not attach a numerical sentiment score to each individual call.

Does this work for all calls or only queue calls?

AI insights are generated for any recorded call. You do not need to route calls through a queue for this feature to apply.

More analytics features

Analytics

Advanced analytics

Clear diagrams of call volumes and team performance to improve service and responsiveness.

Analytics

Call history and chronology

Follow a call from start to finish: initiation, transfers, holds, comments, and assignments in one timeline.

Analytics

Live dashboards

Watch queues, agent activity, and call performance in real time on dynamic dashboards.
See all features →

See Voxbi in your business.

Talk to us or to a certified Voxbi partner.

Start free trial Find a partner