Overview
This valuable Voyager AI feature works in concert with our Calling & Messaging feature by recording calls and then applying AI transcription and analysis to the recorded notes.
Recording a Call
When making a call using the Call from Browser option, the user will need to choose whether the call should be recorded and the language to be used.
When the call is ended, you will have 2 options of how to create a task:
Save as a New Task - the task will be created and the user will get a notification when it is done
Save and Open a New Task - the task will be created and then the Edit form of the task will be then shown for further steps
There is also a new checkbox option - Add the AI call summarization into the description - which will use AI to create a summarization from the transcription and then it will append the summarization text to the description
The Call Details Widget
Each Call activity created with the call recording enabled will have a Call Details widget in the right hand panel.
The Call Details widget has 3 major states
“Processing Call Transcription” means the transcription is not ready yet, the user needs to wait until it is finished. The processing time is dependent on the call duration (one hour call takes approximately 40sec to process it). If a user immediately opens the logged call, they should expect to see the processing state
The call is processed and can be replayed etc
The call happened without a recording
Click on the “Actions” dropdown in the Call Details widget to:
Add AI summarization into the description - create summarization by AI and append it to the Description field
Attach transcription as a document (PDF) - transcription will be converted to PDF and attached to the task as a document
Attach call audio as a document (mp3) - the audio file will be downloaded from our servers and attached to the task as a document
The user can play/click through/pause the recording of the call.
Clicking on the Transcription button opens the Call transcription window
NOTE: text can be edited, formatted, and additional AI actions applied including rephrasing or text-to-speech.
The Analysis button opens Twilio’s Voice Intelligence page in a window as an iframe
This page allows the user to playback the recording, highlights name and dates, search using keywords and categorizes the call.
Call details widget in the activity sidebar
The widget is visible in record overview side panel for all activities that were created by using the Call from Browser option logging a call, otherwise it is hidden. Users can access the playback, Transcription and Analysis but there are no Action buttons.
Automation Hub - Calling & Messaging
Once the Automation Hub Calling & Messaging integration is running, Admins will be able to see the breakdown of costs per user by clicking on the “Configure” button. This window now includes the costs for recording, transcription and AI voice intelligence
Customer Portal - Calling & Messaging Tab
In Logs, a Subscription Admin user can see now the following costs in the header
Total Call costs of the current month
Total Call Recording of the current month
Total AI costs (Transcription & Analysis) of the current month
All of these costs are deducted from the total Credit purchased. AI costs are updated daily not after each call. Filtering the display does not change the costs displayed.
A new field Recording Cost displays the cost of each individual recording once added to the List View.
Technical details
We’re using Twilio’s services for recording calls
We’re using Twilio’s Voice Intelligence for transcription, AI summarization, and showing the analysis window
Recorded audio is stored only on Pipeliner's AWS servers
Playback audio recording of the call is streaming only from Pipeliner's AWS servers
Transcription, AI summary is generated only once.