Zia Call Intelligence
Zia Call Intelligence is accessible only to users in the US, EU, IN, CA and SA DCs.
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 Enterprise and above editions with more than 20 user licenses in the organization.
To enable Zia for calls
- In your CRM account, go to Setup (
) and then click Communication under the Zia options.
- 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.
Access your files securely from anywhere
Zoho CRM Training Programs
Learn how to use the best tools for sales force automation and better customer engagement from Zoho's implementation specialists.
Zoho DataPrep Personalized Demo
If you'd like a personalized walk-through of our data preparation tool, please request a demo and we'll be happy to show you how to get the best out of Zoho DataPrep.
- Zoho Workerly Home
- Forums
- Connect With Us:
- Zoho Recruit Home
- Forums
- Connect With Us:
New to Zoho CRM Plus?
Deliver unforgettable customer experiences
New to Zoho CRM Plus?
Deliver unforgettable customer experiences
New to Zoho Marketing Plus?
Everything you need to run your marketing
New to Zoho Marketing Plus?
Everything you need to run your marketing
You are currently viewing the help pages of Qntrl’s earlier version. Click here to view our latest version—Qntrl 3.0's help articles.
New to Zoho Survey?
Zoho Sheet Resources
Zoho Forms Resources
New to Zoho Sign?
Zoho Sign Resources
Sign, Paperless!
New to Zoho TeamInbox?
Zoho TeamInbox Resources
New to Zoho ZeptoMail?
Zoho DataPrep Resources
Design. Discuss. Deliver.
New to Zoho Workerly?
New to Zoho Recruit?
New to Zoho CRM?
New to Zoho Projects?
New to Zoho Sprints?
New to Zoho Assist?
New to Bigin?
Related Articles
Capabilities of Zia in Zoho CRM— A perspective
Zoho CRM harnesses the transformative power of Artificial Intelligence (AI) to revolutionise decision-making across all critical areas of your business, from initial customer interactions to their entire journey. With Zia, AI-powered assistant, Zoho ...Zia for Emails — Overview and Key Capabilities
Most business communication and transactions happen over emails, be it with customers, prospects, partners or vendors. Besides being an essential mode for communication, emails are an official repository for important information details on meeting ...Zia Email Emotion Analysis
Email prioritization is one of the best practices followed by businesses to enhance productivity. Each team in an organization will have different goals, based on which their email prioritization practice will also vary. For example, territory ...Zia Email Intent
Email is a major mode of communication for any business organization; in fact, most business communications, transactions, and customer requests or feedback are transmitted via email. Hence, monitoring emails and quickly understanding customers' ...Email Sentiment Analysis
Sales team receive hundreds of emails every day but the ones that have a negative tone usually require an immediate attention over the others. But to identify the emails that need to be prioritized or require immediate attention, a rep has to leaf ...
New to Zoho LandingPage?
Zoho LandingPage Resources