Table of Contents
Support Guide
ShapeAI Call Transcription & Analytics
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Chloe Larson
ShapeAI’s Call Transcription and Analytics are enterprise-level solutions designed to meet the complex needs of large organizations. By offering advanced technology, deep analytics, customization options, and robust security, ShapeAI empowers businesses to operate efficiently and make informed, data-driven decisions at scale.
How ShapeAI Call Transcription Works
ShapeAI call transcription is a technology that converts spoken words during a phone call into written text. Here's how it works, step by step:
- Voice Recording: When a call is made, the conversation is automatically recorded, provided that call recording is enabled in the phone settings page, and ShapeAI transcription is active. This recording captures everything that's said during the call, including different speakers, background noise, and various accents or speech patterns.
- Speech Recognition: The recorded audio is then processed by the ShapeAI system designed for speech recognition. ShapeAI has been trained on thousands of hours of spoken language, so it knows how to recognize different words, phrases, and even slang.
- Converting Speech to Text: ShapeAI listens to the audio and starts converting the speech into text. It breaks down the sound waves into smaller parts and matches these with its database of known words. As it does this, it writes down what each person is saying.
- Search through the Transcript: If you are looking for a specific portion of the call, you can use the search bar to type in keywords from the conversation and narrow down the information.
- Punctuation and Formatting: ShapeAI adds punctuation marks like periods, commas, and question marks to the text. This helps the written transcription make sense and be easy to read.
- Final Transcription: Once ShapeAI has finished transcribing the call, the final text is saved in the contact record as a note with the "AI Insights" Note Type. The transcription can be searched, copied, and used for various purposes.
How Call Analytics Works from AI Transcriptions
ShapeAI Call Analytics extracts valuable insights and data from recorded calls that have been transcribed. Here’s how it works:
- Transcription Analysis: After ShapeAI has converted the spoken words from a call into text, the transcription is analyzed by various algorithms. These algorithms are designed to detect patterns, keywords, and phrases within the text. You can control your ideal call profiles in settings.
- Keyword and Phrase Detection: The system scans the transcription for specific keywords or phrases that are relevant to your business. For example, it might look for terms related to customer satisfaction, product mentions, or common complaints. This helps to quickly identify the main topics discussed during the call.
- Sentiment Analysis: ShapeAI can also analyze the tone of the conversation. Sentiment analysis can determine whether the customer was happy, frustrated, or neutral during the call. This is done by examining the language used, such as positive words like "great" or negative words like "problem."
- Call Score: Each call analyzed by AI Insights will receive a Call Score ranging from 0 to 100, determined by evaluating speech patterns, tone, duration, and keywords used during the call.
- Trend Analysis: ShapeAI continuously aggregates data from multiple calls, compiling metrics into a comprehensive Recordings Report. By analyzing these trends, businesses can identify recurring issues, frequently asked questions, and common customer concerns. This analysis supports informed decisions to enhance training, lead management, and customer support strategies.
- Performance Metrics: Call analytics can provide metrics on various aspects of the call, such as call duration, lead information, call direction, call outcome (if applicable), or how often certain keywords are mentioned. These metrics are crucial for assessing the effectiveness of customer service teams or identifying areas for training.
- Actionable Insights: The AI analytics platform generates reports and dashboards that present these insights in a clear and actionable way. This helps businesses make data-driven decisions, improve customer experience, and optimize their processes.
