Primary capabilities within Agent Insights

AI Summary: Consistent, customized call summaries

AI Summary by Agent Insights instantly transforms transcriptions into clear, standardized customer insights using pre-built or fully customizable prompts. Organizations select from vertical-specific (healthcare, financial services, education, retail, insurance) prompt templates or customize them for their own service desk requirements.

When AI Summaries are customized by service desk, teams can surface customer insights such as topics or trends, giving supervisors and agents an accurate, easy-to-review record of every conversation that’s tailored to their specific needs. Organizations gain consistent, relevant customer insights in their CRM, providing a historical record, rich context, and a connected experience across the customer journey.

AI Sentiment Analysis: Understand customer satisfaction

AI Sentiment Analysis in Voca CIC automatically evaluates each conversation to determine customer satisfaction levels and identify emotional trends across interactions. Using AI, it analyzes the caller’s tone and language to classify sentiment as Positive, Neutral, or Negative, with a short rationale drawn directly from the transcript (for example: “Neutral, frustrated at first then reassured.”).

Sentiment insights populate within historical reports, providing a basis for trend analysis and performance tracking over time. This insight helps supervisors quickly spot patterns, coach agents more effectively, and continuously improve the overall customer experience.

Transcription: Complete, searchable conversation records

Transcription by Voca CIC populates immediately after the call finishes. With Transcription, organizations get consistent, predictable documentation that's easily accessible within the Worker Call Report and exportable to the CRM. Transcription also forms the foundation for other Agent Insights capabilities, including AI-generated summaries and sentiment analysis.