AloAi Voice Analytics allows users to customize call summary highlights to organize and extract key information from call summaries with the following functionalities:
Add highlights - create custom highlights or use predefined templates.
Reorder highlights - change the sequence of highlights to convey information in the desired order.
Preview summaries - view a real-time preview of your customized highlights to confirm changes.
Prevent duplicate labels - each highlight label must be unique to avoid conflicts or errors.
Steps to add highlights
Create highlights from scratch
Go to Account > AloAi Voice Analytics > navigate to the Call Summary Highlights section in the admin panel.
Click the + Add Highlight button.
In the menu that appears, select the "Create from Scratch" option.
Enter the following details:
Label name - give the highlight a descriptive and unique name (e.g., "Next Steps").
Prompt - enter a clear and specific input that guides AloAi in generating the relevant data for the summary (e.g., "List follow-up actions for the client").
Order - specify the order in which this highlight should appear (e.g., position 5).
Click Save to apply the settings.
Add highlights using a template
Go to the Call Summary Highlights section in the admin panel and click the + Add Highlight button.
Select the "Use a template" option.
Choose a predefined template from the list (e.g., "Call Summary").
Update the Label Name and Prompt to reflect your specific needs.
Assign the desired "Order" for the highlight in the sequence (e.g., position 2).
Click Save to finalize the changes.
Managing highlights
Reordering highlights
You can prioritize which highlights appear first in your call summaries by rearranging your list of configured highlights.
Locate the Call Summary Highlights list in the admin panel.
Rearrange the highlights using drag-and-drop functionality.
Verify the updated sequence in the Call Summary Preview panel.
You can also modify the order directly by editing each highlight and assigning it a new position in the sequence.
Previewing call summaries
The Call Summary Preview Panel helps you verify the appearance and structure of your highlights in real time, ensuring they meet your intended setup.
What to check
Ensure that the labels, prompts, and sequence of highlights match your intended setup.
Modifications made in the admin panel should reflect immediately in the preview panel.
Updating and deleting highlights
Editing highlights
Select the highlight from the call summary highlights list.
Make changes to one or more fields:
Label Name
Prompt
Order
Click Save to apply the changes.
Preventing duplicate labels
Highlight labels in AloAi Voice Analytics must be unique to avoid duplication. If a duplicate label is detected, the system will prompt you to update it.
Tips for maintaining unique labels
Use descriptive names that clearly explain the purpose of the highlight (e.g., "Follow-up actions" rather than "actions").
Avoid reusing similar label names within the same project.
Deleting highlights
Locate the specific highlight you wish to delete.
Click the X icon next to the highlight.
Confirm the deletion in the pop-up message.
Once a highlight is deleted, it cannot be recovered.
Example use cases
Example 1: Case management team
Objective - Track key details for client interactions.
Setup - Highlights include "Case Details," "Next Steps," and "Schedule Information," arranged based on priority.
Result - A clear and organized summary of case-specific information.
Example 2: Customer support team
Objective - Summarize customer issues and required follow-up actions.
Setup - Highlights such as "Customer Issues," "Immediate Actions," and "Follow-Ups" are defined in order of urgency.
Result - Simplified workflow for tracking and resolving customer issues.