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AI-enhanced call recording is a new feature coming soon to as part of our AdvancedPBX platform.
By integrating Artificial Intelligence (AI) into call recording, organisations can automatically transcribe calls, identify key trends, and assess customer sentiment in real-time, transforming their voice data into actionable business insights.
In this article we’ll explore the AI-powered call transcription and sentiment analysis features within AdvancedPBX – and identify how your customers can use these features in their business.
AdvancedPBX customers must first have call recording enabled before they can switch on transcription and/or sentiment analysis.
Call recording allows your end customers to capture and store records of their phone interactions for compliance, training, and quality purposes.
The standard call record storage period is 122 days (4 months and one day) but can be extended for months, or years, as required. Call recordings are encrypted and stored in the cloud and can be easily reviewed via the AdvancedPBX portal.
By adding-on transcription in AdvancedPBX, call recordings can be converted from audio speech to text sub-titles. This means enterprises can automatically transcribe voice conversations into written text, ensuring that every detail is captured accurately and efficiently.
We have adopted a market-leading AI technology to power our audio speech recognition (ASR). The AI model is highly accurate and has been trained on a large dataset of customer interactions across many different types of industry. We consider it to be best in class.
Call transcription not only saves time but also allows team members to focus on what truly matters—building relationships and making informed decisions based on clear, accessible information.
Furthermore, by integrating sentiment analysis, businesses can assess the emotional tone of conversations in real-time, offering valuable insights into customer satisfaction, agent performance, and potential friction points during interactions.
Sentiment Analysis is powered by AI and Natural Language Processing (NLP) models, categorising parts of the conversation into positive, neutral, or negative sentiment based on vocal cues and context.
In AdvancedPBX, the sentiment for each party is represented by colour-coded icons within the voice file playback. Either Green (Positive), Yellow (Neutral), or Red (Negative) sentiment.
Each part of the call is scored and colour-coded. Users will be able to click the play button beside the call file to listen to the recording. If transcription is enabled, the conversation text will be displayed below the audio player – aiding conversation scanning.
This analysis helps organisations understand the overall tone and direction of their customer interactions, enabling them to take timely actions to enhance service quality.
AI-enhanced call recording is a powerful value-add for many businesses. For service providers, it should be a natural upsell when pitching AdvancedPBX. However, AI jargon can quickly sound complex and confusing, especially for non-technical or change-averse clients.
So we recommend pitching these capabilities in terms of common use cases:
Empower businesses to understand how their customers feel about their products and services by using the customers’ own words captured and transcribed from phone calls. Sentiment analysis can help to uncover insights hidden within hundreds of hours of audio files – an impossible task without AI.
Monitor how well your support or sales agents are performing, without needing to listen to every single call every single day. Call summaries and sentiment analysis breakdowns mean that supervisors can zero-in on key moments in each call – such as a sudden shift to red (negative) sentiment.
Ensure that sales and support agents are adhering to pre-approved scripts and standard operating procedures (SOPs). AI-powered call transcription and analytics promote compliance and quality assurance by providing a reliable record of communications.
In some industries, such as insurance or healthcare, clear communication and specific wording is necessary to reduce compliance risk.
Sentiment analysis can be setup to alert for certain red-flag keywords, or certain tone shifts, allowing challenging calls to be escalated quickly. The recording and transcript of these interactions can also be captured for future training.
Call recording, transcription and sentiment analysis collectively unlock a trove of valuable customer information for Sales, Marketing, Operations and Product teams. This can be used to understand more about why customers are calling, both at a general trend level – or for a specific VIP customer.
The introduction of AI-powered call transcription and analytics is reshaping how businesses approach communication. As the landscape of business continues to evolve, harnessing the power of AI in call management will undoubtedly become a cornerstone for companies seeking to thrive in an interconnected world.
By embracing these cutting-edge technologies available in AdvancedPBX, MSPs and telecom providers can add unique value to their customers’ businesses.
If you are an MSP or telecom provider and would like a custom demo or pricing for AdvancedPBX, reach out to our sales team via the contact page.
