Zia Call Intelligence
Calls are an effective mode of communication for most businesses today, whether they're interactions with customers, partners, vendors, prospects, or others. Through call transcription, Zia provides you with the option to transcribe your call recordings into a coherent text. Along with the call transcription feature, Zia can help you analyze the conversation and automatically fetch important details. In fact, without even having to read the entire conversation, you can determine the call's sentiment—positive, negative, or neutral—as well as the customer's intent and emotion. Additionally, you can see a one-line summary of the whole conversation, as well as have scores for customer satisfaction and call politeness, as well as have important keywords are highlighted throughout the transcript for a faster analysis of the conversations.
Zia for calls consists of the following insights:
- Call sentiment
- Call intent
- Call emotion
- Call summary
- Call score
- Call highlight
These features are available for accounts using Professional and above editions across all data centers (excluding JP).
To enable Zia for calls
- Click Setup [
] in the upper right corner of your screen.
- Click Zia in the left sidebar and select Communication under it.
- Navigate to the Call Intelligence tab.
- Toggle the Call Intelligence button.
- On the pop-up, click Yes, Create.
You have the option to disable any of the call intelligence features that are not necessary.
Note:
- CRM admins can disable the Call Intelligence tab, after which the following features will no longer function for any records. They can also choose to toggle each feature on and off.
Call sentiment
Zia's sentiment analysis categorizes the call activity as positive, negative, or neutral.
- Positive call sentiment: Calls that have a happy tone are categorized as positive.
- Negative call sentiment: If the tone of the call shows unhappiness, it's categorized as negative.
- Neutral call sentiment: Calls that have characteristics of both positive and negative sentiments are categorized as neutral.
Call intent
Zia analyzes call conversations and highlights the customer's intent.
Call emotion
Zia monitors call conversations and highlights the emotions of the incoming and outgoing call activities. It can capture the following customer emotions: happy, enthusiasm, discontentment, frustration, gratitude, trust, confusion, neutral.
Call summary
For call summaries, Zia automatically summarizes the text spoken by the customer on the call and provides a concise description of the call in a single line of text. This way, recipients can understand the call's context without first having to hear the voice recording.
Call score
Zia will also help you evaluate calls and get scoring for them based on the two following criteria:
- Call customer satisfaction score
You can the agent's performance to determine the level of customer comprehension and assign a rating or score. Also, consider assessing the usage of keywords and the ability to complete deals when determining the score. - Call politeness score
Assess the phone discussion by taking into account the utilization of polite language and correct English grammar throughout the exchange.
Call highlights
The call highlights feature is designed to identify important keywords and phrases in a call transcript. It helps sales teams effectively target customers and gain valuable insights from multiple phone calls. This eliminates the need for manual analysis of calls, which can be costly and time-consuming.
Zia uses color to highlight different types of content in the transcript, making it easy for users to see how these keywords were used during the conversation. For example, mentions of people will be highlighted as Persons with a designated color, while mentions of emails, key phrases, and key sentences will have different color backgrounds.
Viewing call intelligence
You can view Zia's detailed intelligence analysis for calls in the closed activities section of the record details page, as well as directly in the call intelligence section on an individual call's detail page in the Calls module.
To view call intelligence analyses in the closed activities section of the record details page
- Go to the record detail page.
- Scroll down to the Closed activities section.
- Click on the three dots (...), and click View Intelligence.
To view the call intelligence details of an individual call, simply navigate to the individual call's details page in the Calls module and locate the Call Intelligence section.
For viewing call highlights, you can check the transcription of the call. You can click on the eye button adjacent to a highlighted category to view or remove the highlight for that category.
Here's a list of entities and others highlighted in the call conversation script:
- Person
- Organization
- Location
- Date
- Phone
- Key-Phrase
- Key-Sentence
Points to remember
- Users can create workflow rules from call intelligence data.
- Call intelligence uses five custom fields to show the data in the call activity module.
- When the call intelligence custom field is deleted, the data stored for those fields is also erased.
- When an admin disables call intelligence, the data process only stops, whereas the fields remain populated with previously processed data. For new records, the call intelligence field data will be empty.
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