Enabling AloAi Voice Analytics
When AloAi Voice Analytics is enabled, all users in the account gain access to transcription features. Aloware begins processing call data automatically, and the analytics tools are available across your account.
For agents, it’s important to note that the transcription and summarization features configured by admins directly affect how they review call data. To learn more about how agents use these tools, check out the guide on agents utilizing transcription and post-call insights.
What happens when enabled?
All calls made or received are transcribed and analyzed.
Users with permission can view summaries, transcription highlights, and detailed analytics reports.
New users added to accounts with AloAi Voice Analytics enabled will automatically have transcription activated.
To activate the feature:
Navigate to the Accounts menu > AloAi Voice Analytics.
Toggle the transcription switch to "ON" to activate AloAi Voice Analytics for all users.
Assigning analytics to specific users
If analytics is not needed for all users, you can assign transcription tools to selected individuals. This ensures analytics are applied only to calls relevant to specific roles or needs.
What happens when AloAi Voice Analytics is assigned to specific users?
Only calls made or received by selected users are processed for transcription and analysis.
This customization allows admins to manage data privacy and optimize resource usage.
To manage user-specific settings:
Select "Show all users transcription status" to view and manage user settings.
Use the toggle to enable or disable the feature for individual or multiple users.
Configuring call summarization
Summarization enhances transcription by providing a concise overview of call content. Admins can adjust how summaries are generated and what details they include.
What happens when summarization is enabled?
Users can access summaries in the transcription view.
Admins can define the summary length and highlight specific details for consistency.
When disabled, the summary tab in the transcription view is disabled, and summaries are unavailable.
Additional settings for summarization:
Call summary length - set a target word count for summaries. Aloware will generate summaries based on this count, incorporating the headers specified in the call summary highlights.
Call summary highlights - define specific details to include in summaries, such as keywords or important points. These highlights will appear in the transcription view.
AloAi-generated summary highlights in contact conversation
Sync summaries to notes - automatically add summaries to your CRM activity notes.
Managing resource usage
To control costs and maintain efficiency, consider these options:
Overusage billing restriction - automatically pause transcription if the account exceeds its allotted minutes, preventing additional charges ($0.03 per extra minute).
Minimum talk-time - AloAi Voice Analytics transcribes calls only if the talk-time exceeds the minimum required duration.
Enhancing transcription accuracy
Admins can refine transcription accuracy and reporting by customizing keywords, vocabulary, and spelling:
Custom keywords - add specific keywords to track them in the AloAi Voice Analytics panel for insights and reporting.
Custom vocabulary - include industry-specific terms, technical jargon, or names to improve transcription accuracy.
Custom spelling - specify words to be replaced with the correct spelling to ensure transcription accuracy.
Personally Identifiable Information (PII) redaction
Aloware ensures privacy by redacting PII in transcriptions. When enabled, this feature automatically masks sensitive details in the transcripts to maintain confidentiality.
What happens when PII redaction is enabled?
PII, such as names, phone numbers, and dates, is replaced with placeholders or masked text.
Transcriptions maintain conversational context while protecting sensitive information.
Examples of PII Redaction:
Hash Substitution: "Hi, my name is ####!"
Entity Name Substitution: "Hi, my name is [PERSON_NAME]!"
Follow this guide to see the list of PII categories.