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How to use AI to analyze phone calls and improve your customer experience

Austin Guanzon

Customer Support Manager - Tier 1

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Customer Support + ExperienceArtificial Intelligence

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Is it possible for AI to analyze calls?

Yes, it is possible for AI to analyze phone calls.

There are a few ways that it does this. As a first step, AI almost always needs to be able to transcribe the phone call or video call first:

Screenshot of Dialpad Ai transcribing a call in real time

Screenshot of Dialpad's video conferencing interface displayed in a browser, showing a video feed with two participants

Screenshot of Dialpad Ai analyzing the sentiment of multiple calls in real time

Screenshot of Dialpad Ai Live Coach automatically appearing on agents screens during a call

Screenshot of creating a Custom Moment in Dialpad, which tracks how often certain keywords are coming up on calls

Screenshot of Dialpad’s analytics dashboard featuring predictive AI-powered CSAT insights

Screenshot of Dialpad Ai Live Coach automatically appearing on agents- screens during a call made within Salesforce, leveraging the Dialpad integration and triggered by specific keywords