AI Insights

AI Insights uses Claude to analyze your call data and produce actionable recommendations. Instead of manually reviewing hundreds of calls, you get a synthesized report covering patterns, sentiment trends, and areas for improvement.

How It Works

1. Navigate to Analytics → Insights in the sidebar
2. Click Generate Insights
3. BuildVoiceAI sends your recent call data (summaries, sentiment scores, durations, and outcomes) to Claude for analysis
4. Within a few seconds, a comprehensive report is generated and displayed on the page

Each report is saved so you can refer back to it later and compare insights across different time periods.

What the Report Covers

Call Patterns

• Peak call times and days of the week
• Average call volume trends (increasing, decreasing, stable)
• Patterns in call duration (are calls getting shorter or longer over time?)

Common Topics

• Most frequently discussed subjects across calls
• Emerging topics that are appearing more often recently
• Topics that correlate with positive or negative outcomes

Sentiment Trends

• Overall sentiment distribution (positive, neutral, negative)
• Sentiment trends over time (improving or declining)
• Agents or time periods with notably high or low sentiment

Agent Performance

• How each agent compares on key metrics (duration, sentiment, success rate)
• Which agents handle specific topics most effectively
• Agents that may benefit from prompt adjustments

Customer Satisfaction Indicators

• Language patterns that suggest satisfaction or frustration
• Common reasons callers express dissatisfaction
• Calls that may need human follow-up

Actionable Recommendations

• Specific suggestions for improving agent prompts
• Recommendations for adjusting call flows or workflows
• Opportunities to add new agents or retire underperforming ones

Cost

AI Insights analysis costs $0.01 per call analyzed. The cost is based on the number of calls in the analysis window, not the length of individual calls.

For example, if you have 500 calls in the selected period, generating insights costs $5.00. This charge appears on your next invoice under “AI Analysis.”

Viewing Past Reports

Previous insight reports are stored and accessible from the Insights page. Scroll down past the current report to see a list of previous reports with their generation dates.

Comparing reports across time periods helps you see whether changes you made (prompt adjustments, new agents, workflow updates) are producing the desired results.

Limitations

• Insights are generated from call summaries and metadata, not raw audio
• The analysis is only as good as the data available. Agents with very few calls may not produce meaningful patterns.
• Recommendations are suggestions, not guarantees. Always review suggestions in the context of your business before acting on them.