---
title: Introduction
excerpt: Overview of Insights AI — automatic transcription, sentiment analysis, KPIs, and call quality evaluation powered by AI.
order: 1
---

## 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](/en/pricing) page for more information.

## Prerequisites

1. A PBX associated with your CRM integration
2. Call data enrichment enabled in **CRM Connector** > **Settings**

## Setup Steps

1. [Configure Insights AI](/en/docs/insights-ai/configure) — enable AI services, create call subjects, and set up your audit grid