Analytics
Call summarization
Also called: call summary · AI call notes
Call summarization is automatically producing a concise summary of a phone call — the key points, the outcome, and any follow-up actions — from its transcript, so reps and systems don't have to write notes by hand.
For AI voice agents, every call can be summarized and written straight to the CRM, with structured fields (intent, result, sentiment). It also powers warm transfers, giving the human a one-line brief before they pick up.
Related terms
Speech analyticsAnalyzing recorded or live calls at scale to surface trends — topics, sentiment, outcomes, compliance — instead of manually reviewing a handful.Warm transferTransferring a call to a human while passing along context — who's calling and why — so the caller doesn't have to repeat themselves.Call deflectionResolving a customer's need without a human agent — the share of calls an AI agent handles end to end. A core ROI metric for voice AI.
See Call summarization in a real call.
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