Call analytics for customer service: A buyer's guide
Read how AI transcribes and categorises your customer calls. You see which issues you can hand over to an AI phone agent.
Call analytics means the technology records, transcribes and reviews the content of every phone call. You get a clear picture of what callers want and how often they receive the right help immediately. The data then shows which issues you can let an AI phone agent handle.
The mechanics of transcribing and summarising calls
AI technology listens to the audio file and turns the entire conversation into written text. A model reads through the text. It extracts the topic, writes a short summary and scores the customer satisfaction. You can search the material and read exactly what was said.
Metrics like first contact resolution show how often a caller gets the right help immediately. Customer satisfaction is measured by asking the caller a question during the call or in a text message afterwards. You track all patterns over time in a dashboard.
Why manual samples and paper notes fall short
Without technical support, your staff need to listen through recordings and take notes. A human only has time for a small fraction of the volumes. A standard customer survey also only reaches a few people.
With AI, the system processes every single interaction. You avoid guessing. This gives you a complete picture of your flows. You can make decisions based on all calls instead of a selection.
The difference between historical and real time review
Retrospective review means the call first ends and is saved. The technology then processes the audio and adds the text to your database. You study the history to understand trends and build instructions.
Monitoring while calls are ongoing happens in real time. The technology transcribes at the same moment the parties speak. This allows the system to warn staff or show information on the screen before the customer hangs up.
Identifying tasks for an AI phone agent
When you record and transcribe every case, you know exactly what the callers want. You sort the calls based on topic. This helps you quickly see where an AI phone agent adds the most value. The agent is designed to understand what the caller wants.
Begin by testing analytics on a portion of the calls to learn the volumes. You then decide if an agent should handle the recurring questions. Once the agent is connected to your system, it can retrieve information and resolve the issues you find in the analytics.
Important questions about storage and security
It is vital to know where and how your data is saved. Always ask where the servers are located. Ask for clear answers on who owns the insights. Ask the provider the following questions about the technology.
- Where are audio files and transcripts stored physically?
- Can we opt out of recording for certain queues in our phone system?
- For how long are older recordings saved before they are deleted?
- Can we keep our statistics when the audio files are removed?
- Is the material available independently without an integration?
What the data says about Real Talk
Real Talk reads the entire call. Each case gets a short text about what was said and is sorted into the right category. The same platform answers and analyses. You see patterns and metrics in a dashboard.
You access all your call data directly through our MCP. There, you ask questions directly against the actual content. You can explore the data independently without relying on us.
All personal data is stored and processed in data centres within the EU. The content is encrypted. The data belongs to you. We are BankID certified, members of Kontakta, granted EU funding, and the Swedish state is a part-owner.
Frequently asked questions
Must we record the audio to analyse the calls?
Yes, the technology needs an audio file. The sound is converted to text which the AI model then reads and summarises. You decide yourself how long the files are saved.
Do we need a new phone system for call analytics?
No, you can often connect an analytics tool to the phone system you already have. The audio files are transferred when the call is finished. You make no major changes to your telephony.
What is first contact resolution?
It is a measure of how often the caller gets the right help immediately. The analytics measure this by tracking how often cases are closed without a transfer.
Can we choose which topics to measure?
Yes. The model can look for specific questions about your products or services. You adapt the categories based on what is important for your own business.
This guide is written by Real Talk, the Nordic AI phone agent.