What is Insights AI?
Insights AI is the AI voice analytics component of CX-Engine. It automatically processes every recorded call to produce a rich set of quality and performance indicators — without any manual effort.
What You Get on Each Call
Once activated, every call is automatically processed to produce:
- Transcription — full text transcript of the conversation
- Summary — short and detailed call summaries
- Sentiment analysis — overall sentiment label, numeric scores, and evolution over the course of the call
- Reason for call — AI-detected primary reason the customer called
- Reason for frustration — AI-detected frustration indicators, if any
- Topics — free-form topics identified in the conversation
- Subjects — structured subjects matched against your configured subject tree
- Speech KPIs — speech ratios, speech rates, monologue durations, and First Call Resolution
- Audit grid — AI-based quality evaluation against your configured scoring grid
All results are available in the call log and can be synced to your CRM if call logging is enabled.
Insights AI requires call data enrichment to be enabled and incurs additional charges. See our Pricing page for more information.
Prerequisites
- A PBX associated with your CRM integration
- Call data enrichment enabled in CRM Connector > Settings
Setup Steps
- Configure Insights AI — enable AI services, create call subjects, and set up your audit grid