Conversational Intelligence #

Conversational Intelligence provides the ability to capture additional data about calls through the use of transcription and AI services. This data can then be used to provide insights into customer interactions, agent performance and compliance.

Once enabled, calls will be batch-transcribed post call and the resulting transcript is used to generate AI-driven insights such as sentiment analysis, topic analysis, keyword extraction and action items.

Please refer to the customer documentation for more information on how to access Conversational Intelligence insights within the ~.Dimension.~ platform.

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Transcription Disclaimer Transcriptions are generated automatically using Microsoft Speech Services and may contain errors, omissions, or inaccuracies. These transcripts are provided for general reference only and must not be relied upon for legal, medical, financial, or any other professional advice or decision-making.

Neither the transcription service nor our platform guarantees the accuracy, completeness, or suitability of the transcribed content. If precise or authoritative information is required, please refer to the original audio recording or consult a qualified professional.

By using this feature, you acknowledge and accept these limitations.

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~.pbx.kazoo.name.~ Systems

For ~.pbx.kazoo.name.~ systems, Conversational Intelligence is only available on user-based recordings, not trunk-based recordings. This means that only calls that are recorded at the user level will be transcribed and have insights generated, while calls recorded at the trunk level will not be processed by Conversational Intelligence.