Call tracking and analytics solution CallRail has announced a feature that will automaticaly detect and surface relevant keywords that occur within a phone call.
The new Call Highlights offering, an AI-driven extenion of the company's Keyword Spotting technology available within its CallScribe product (which identifies pre-determined kwyrods and phraes within call transcriptions), detects and recommends "new" keywords to analyze.
Based on those recommendations, users of the systems can adjust their Keyword Spotting setting to include those additional keywords for analysis in the future. Marketers will also be able export, report and push insights from Call Highlights into their apps or sites for analysis.
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After a phone call is complete, marketers are provided with a report (sent via email) of the conversation that includes any new keywords recommended by Call Highlights.The emails will now also display transcriptions for the longest customer response in a conversation, which is most often when a customer explains his or her reason for calling.
"These days, marketers can't afford to waste their ad dollars, and CallRail is continuing to develop products that help prioritize what's driving real results," said Kevin Mann, chief product officer and co-founder at CallRail.
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"Call Highlights can reveal unique customer insights that marketers might have otherwise missed and use them to shape future marketing initiatives that will truly resonate with their target audiences."
