Table of Contents
Support Guide
ShapeAI Call Transcription & Analytics
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Chloe Larson
Shape's AI Call Insights automatically transcribes, scores, and analyzes every phone call, leveraging advanced AI technology to give your team a competitive edge.
In the “Call Log” section of the Contact Log tab, you’ll find a wealth of data at your fingertips: AI call scores, call durations, insightful summaries, call recordings, user details, outcomes, and more—all designed to supercharge your sales strategy.
How ShapeAI Call Transcription Works
ShapeAI call transcription is a technology that converts spoken words during a phone call into written text for clear feedback on phone performance. Here's how it works, step by step:
- Maximize Call Performance with AI Insights: Click on the “AI Insights” button to launch our powerful AI bot that doesn’t just score calls—it evaluates your team’s performance against proprietary grading scales, flags compliance issues, and highlights strengths and areas for improvement. You’ll gain insights into call sentiment, identify filler words, and receive tailored coaching tips for your team. Our AI even suggests personalized follow-ups and scripts for your next steps, helping your team stay on top of follow up.
- Effortless Call Review and Search: When launching AI Insights, the full call transcript is conveniently displayed on the right side of your screen, with keyword search functionality to quickly locate critical moments in the conversation. Click on timestamps to jump straight to any part of the recording, allowing you to revisit key interactions and refine your approach.
- Choose Your AI Bot for Targeted Analysis: Shape offers multiple AI bot options, each tailored to score calls from unique perspectives. Use the default AI bot for comprehensive scoring or select a specialized bot to re-analyze calls for different insights.
- Track AI Scores Across the System: AI call scores, outcomes, and performance data are seamlessly integrated into list views, helping you prioritize follow-ups and identify the best lead management strategies at a glance.
- Set Custom Alerts for Performance Monitoring: Customize alerts in the settings to notify managers when AI scores fall below a set threshold, indicating when coaching might be needed. Alternatively, recognize top performers with alerts when high scores are achieved, driving healthy competition and excellence within your team.
- Streamlined Reporting and Leaderboards: Access consolidated AI insights in the Call Recordings report for easy tracking and management. Our AI dashboards showcase leaderboards highlighting top performers, empowering you to make data-driven decisions that boost sales effectiveness.
Frequently asked questions
Is the a minimum call duration needed for AI Insights to transcribe the call?
Yes there is! There must me a minimum of 1:00 minute of talk time in the call recording in order for Shape’s AI insights to transcribe the call.
Can I sort my list view based on last call score?
Absolutely! You can pre-sort your list view using prioritization rule settings, or, you can sort your list manually by clicking on the title for “Last AI Call Score” on your list.
How long does it take for AI Insights to transcribe a recorded call?
The AI transcription processing time is approximately 1 second of load time per minute of total talk time.
For example, if the call recording is 13 minutes long then Shape AI will take approximately 13 seconds to load the summary.
For example, if the call recording is 13 minutes long then Shape AI will take approximately 13 seconds to load the summary.
