How to use CloudTalk AI for Conversation Intelligence

Quick summary

CloudTalk's AI Conversation Intelligence lets teams record, analyze, and filter calls by sentiment, topic, talking ratio, and agent to uncover coaching opportunities and customer trends. The AI Analytics dashboard provides both broad cross-call insights and granular call-level details, including transcripts, summaries, and multilingual translation.

Steps

1. Start from the Call Log to access individual call details, or navigate to AI Analytics for insights across all calls.
2. Use the call direction filter to analyze inbound, outbound, or all calls together and customize your view.
3. Segment and categorize results using tags to organize calls by relevant criteria.
4. Filter by topics to surface all calls mentioning specific keywords like "pricing" or other frequently discussed points.
5. Filter by sentiment to identify calls that need coaching or follow-up based on customer satisfaction signals.
6. Filter by talking ratio (speaker vs. listener) to spot calls where reps may be dominating the conversation.
7. Search calls by agent name to focus your analysis on individual performance.
8. Select a timeframe (e.g., last week, this month) to narrow results to a targeted date range.
9. Review talk/listen ratio insights over time and by agent to track progress and identify coaching opportunities.
10. Analyze sentiment by topic, ordered by mention frequency, to understand which specific issues trigger positive or negative customer emotions.
11. View the full list of topics discussed across all calls in the topics panel.
12. Quickly scan key conversation topics surfaced in the summary view for fast context.
13. Click Call details on any call to open a deep-dive view of that specific conversation.
14. Explore call sentiment and key topics within the transcript, color-coded for easy identification, and click any moment to jump directly to it.
15. Use AI-generated call summaries for quick post-call notes, follow-ups, and manager reviews.
16. Translate transcripts with a single click to review calls in another language and understand sentiment across multilingual teams.