Voice Analytics: Automatic Call Summaries & Insights

RevRag AI automatically transcribes every voice call handled by the AI Calling Agent. Transcripts are processed in real time to generate call summaries, sentiment scores, intent classifications, and outcome tags. This means your team has actionable insight on every call without manual review.

What the AI Extracts from Each Call

For every call, RevRag AI automatically generates:

• A plain-language call summary (3 to 5 sentences)
• Sentiment classification - positive, neutral, or negative - for the overall call and per turn
• Intent tag - the primary reason for the call (query, complaint, payment, renewal, etc.)
• Outcome tag - what happened at the end of the call (resolved, escalated, callback scheduled, no answer)
• Key entities - loan IDs, policy numbers, amounts, or dates mentioned in the call

Accessing Call Summaries

Call summaries are available in the Observability dashboard under Voice → Calls. You can filter by date range, agent, phone number, sentiment, intent, or outcome. Clicking any call opens the full transcript with the summary and extracted insights alongside.

Using Insights to Improve Agent Scripts

The most common use of voice analytics data is identifying patterns in calls that end negatively or in escalation. If a specific objection or question appears frequently in calls with poor outcomes, that is a signal to update the agent's script or knowledge base to handle it better.

Sharing Insights with Your Team

Call summaries and insights can be shared directly from the dashboard via link, or exported as PDF reports for weekly or monthly review meetings. The Insights Digest feature can automatically email a weekly summary of key voice analytics metrics to configured team members.