Table of Contents
Support Guide
AI Insights Call Analysis in Shape Software
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Shape Software
Learn how AI Insights automatically records, transcribes, scores, summarizes, and analyzes phone calls in Shape Software using customizable AI prompts and workflows.
AI Insights Call Analysis
AI Insights automatically analyzes recorded phone calls using artificial intelligence to provide actionable summaries, transcripts, coaching recommendations, compliance reviews, and follow-up suggestions.
Rather than listening to every call manually, AI Insights reviews each conversation, identifies key discussion points, evaluates customer sentiment, scores the interaction, and generates detailed recommendations within minutes.
Because AI Insights uses customizable prompts, organizations can tailor the analysis to their specific industry, departments, and business goals.
Whether you're reviewing sales calls, onboarding conversations, customer service interactions, or billing discussions, AI Insights helps managers and users quickly understand what happened on every call.
What AI Insights Can Do
AI Insights can automatically:
- Generate call summaries
- Produce searchable call transcripts
- Separate speakers throughout the conversation
- Score calls based on customizable criteria
- Analyze customer sentiment
- Identify coaching opportunities
- Detect compliance concerns
- Recommend follow-up actions
- Suggest customer status updates
- Generate follow-up emails and text messages
- Recommend follow-up dates
- Leave AI-generated notes on the customer record
The exact output depends on the AI prompt being used.
Requirements
AI Insights requires:
- AI Insights subscription (Starter or Advanced)
- Shape Native Telephony
- Automatic Call Recording enabled
Because AI analyzes the call recording itself, manually recorded calls and third-party phone systems are not supported.
Note: Calls must be routed through Shape's native phone system. Calls placed through third-party click-to-dial integrations (such as RingCentral, 8x8, or Lightspeed Voice) are not eligible for AI Insights.
How AI Insights Works
After a recorded call ends:
None
Corporate (Master Branch)
Call Ends
↓
Recording Saved
↓
AI Processes Recording
↓
Transcript Generated
↓
AI Analysis Completed
↓
Results Available
Most calls are processed within a few minutes after completion.
Many organizations configure AI Insights to run automatically so users never need to manually request an analysis.
Automatic AI Processing
Organizations can configure AI Insights to process calls automatically.
Common configurations include:
- Analyze every call automatically
- Analyze only calls longer than a specified duration
- Apply different AI prompts based on the user
- Run different analyses for different business functions
For example:
- Sales users can automatically receive a sales coaching prompt.
- Customer Service users can receive a customer satisfaction prompt.
- Billing representatives can receive a collections or payment prompt.
This allows each department to receive analysis that's relevant to their responsibilities.
Best Practice: Many organizations automatically generate AI notes only for calls lasting longer than five minutes to avoid creating summaries for very short conversations.
Custom AI Prompts
One of AI Insights' most powerful features is its support for customizable AI prompts.
Rather than every organization receiving the same analysis, Shape can create prompts tailored to your unique workflows, business goals, and coaching priorities.
Custom prompts allow organizations to instruct the AI on what to evaluate, emphasize, or avoid during call analysis. Depending on your objectives, prompts can be configured to look for things such as:
- Specific questions agents should ask
- Required compliance disclosures
- Objection handling techniques
- Sales opportunities that were missed
- Upsell or cross-sell opportunities
- Customer sentiment and buying signals
- Rapport-building moments
- Filler words or phrases to avoid
- Required next steps or appointment setting
- Industry-specific terminology
- Internal processes or scripts that should be followed
Because prompts are fully customizable, two organizations can analyze the exact same phone call and receive completely different insights based on what they're trying to measure and improve.
Note: Custom AI prompts are available with the AI Insights Advanced package. Organizations on the Advanced package can work with the Shape team to build prompts that identify key indicators, reinforce coaching objectives, monitor compliance, and generate insights tailored to their business and departments.
What's Included in an AI Analysis?
Depending on the configured prompt, AI Insights can generate information such as:
Call Summary
A detailed overview of the conversation, including:
- Purpose of the call
- Major discussion points
- Customer concerns
- Overall interaction summary
Sentiment Analysis
AI evaluates the overall tone of the conversation and identifies whether the interaction was generally:
- Positive
- Neutral
- Negative
This helps managers quickly identify conversations requiring additional review.
Speaker-Separated Transcript
Every analyzed call includes a complete transcript.
Features include:
- Speaker identification
- Time-stamped conversation
- Searchable transcript
- Copy transcript
- Click any timestamp to immediately begin playback from that point in the recording
Performance Scoring
Organizations can configure AI to evaluate calls against custom scorecards.
Examples include:
- Discovery
- Rapport
- Product knowledge
- Objection handling
- Compliance
- Next steps
Because scorecards are prompt-driven, scoring criteria can vary by department or organization.
Coaching Recommendations
AI can recommend improvements such as:
- Better discovery questions
- Improved objection handling
- Additional rapport building
- Stronger closing techniques
- Suggested next steps
Compliance Review
Depending on your industry, AI can evaluate calls for compliance considerations.
Examples include:
- Mortgage disclosures
- Insurance compliance
- Customer privacy
- Recording notifications
- Industry-specific requirements
Compliance checks are configurable and vary by prompt.
Follow-Up Recommendations
AI can recommend:
- Customer status updates
- Follow-up dates
- Suggested next actions
- Email drafts
- Text message drafts
These recommendations help users continue conversations more efficiently after each call.
Viewing AI Insights
AI Insights are available from:
- Call Recording Report
- Customer Record
Managers can review analyzed calls, transcripts, recordings, summaries, and coaching recommendations directly from these locations.
Manager Review
Managers can quickly review analyzed calls without listening to every recording.
Supported actions include:
- Review summaries
- Read transcripts
- Listen to recordings
- Flag positive feedback
- Flag coaching feedback
- Share calls with users who have record and AI insights access
This helps managers coach more users while spending less time reviewing recordings.
AI Automations
Organizations can use AI Insights with automation tools throughout Shape.
AI score results can automatically trigger:
- Status changes
- Tags
- Notifications
- Tasks
- Drip campaigns
This allows calls to automatically drive workflows based on the conversation itself.
Best Practices
- Record all calls automatically.
- Use Shape Native Telephony.
- Configure department-specific AI prompts.
- Review summaries before listening to recordings.
- Use AI-generated follow-up recommendations to reduce manual work.
- Periodically review and refine AI prompts as business processes evolve.
Frequently Asked Questions
Does AI Insights analyze every call?
Only calls that meet your organization's configured processing rules are analyzed. Many organizations choose to automatically process every recorded call, while others analyze only calls that exceed a specified duration. Users can also manually generate AI Insights for individual calls by selecting the AI Insights button.
Does AI work with third-party phone systems?
No. AI Insights requires Shape's native phone system and automatic call recording.
Can different users receive different AI analyses?
Yes. Organizations can automatically apply different AI prompts based on the individual user, allowing departments such as Sales, Customer Service, and Billing to receive analyses tailored to their specific responsibilities.
Can different departments use different prompts?
Yes. AI prompts can be assigned by department, allowing different teams to receive customized summaries, coaching, compliance reviews, and recommendations.
How long does AI processing take?
Most calls are analyzed within a few minutes after the recording is completed.
Can I search AI transcripts?
Yes. Transcripts are fully searchable, and selecting a timestamp automatically jumps the recording to that point in the conversation.
Can managers review AI results?
Yes. Managers can review call summaries, transcripts, recordings, coaching recommendations, and provide feedback through the Call Recording Report.
Do AI Insights work for every industry?
Yes. AI Insights supports all industries. Because prompts are fully customizable, organizations can tailor analyses for mortgage, insurance, sales, customer service, healthcare, collections, onboarding, and virtually any other workflow.
Keywords: heads up display, call monitoring, managerial tools, admin tools, call permissions, calling, listen to calls, barge calls, whisper calls, recorded
