AloAI Voice Analytics allows your account to automatically process call recordings into transcriptions, summaries, sentiment insights, and detailed call analytics.
Once enabled, these insights become available across your organization based on how you configure access and user assignments.
This feature is designed to help teams review conversations more efficiently and understand call patterns without manually listening to recordings.
Access requirements
Before enabling AloAI Voice Analytics, your account must have access to transcription capabilities. If your account was previously using a free trial, transcription will no longer be available unless you upgrade to a paid plan.
Full access is included in the xPro + AI plan, which unlocks unlimited transcription minutes along with call summaries, sentiment analysis, and advanced insights. Plan changes can be managed through your subscription settings or by contacting support.
How to enable AloAI Voice Analytics
To activate AloAI Voice Analytics, an admin must go to Accounts > AloAI Voice Analytics and switch the transcription toggle to ON. This action enables call recording data to be processed for transcription and analysis across the account.
Switch the transcription toggle to ON
Call recording must also be enabled in the same settings area, as transcription depends entirely on recorded calls. Without recordings, the system has no data to analyze.
What changes after activation
Once the feature is enabled, AloAI Voice Analytics immediately begins processing eligible call recordings based on your account configuration. From that point onward, calls made or received within the system are automatically transcribed and made available inside the platform.
Users with the appropriate permissions will start seeing transcripts, summaries, sentiment insights, and other analytics directly within their call records without any additional setup.
Any new users added to the account will automatically follow the existing configuration. This means they are included in transcription and analytics behavior by default unless an admin explicitly changes their individual settings.
Manually control call transcriptions with on-demand mode
On-demand transcription and summarization allow users to initiate a call summary manually for specific calls. AloAI also provides options for automatic transcript generation. When set to automatic, the system processes all recordings post-call, requiring no manual intervention.
What happens when on-demand transcription is enabled
When enabled, automatic transcription is disabled, allowing teams to focus on key conversations and better tailor the process to their business needs.
How this works in Aloware Talk
After a call ends, the system automatically generates a call recording.
A button labeled Generate Transcription will appear next to the recording; click it to begin the transcription process.
A notification will confirm that the transcription is in progress. Wait for the it to complete.
Completed transcription
Once ready, you can view it directly in the system or download it for your records.
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. For more information, check out our guide on call summary highlights.
AloAi-generated summary highlights in contact conversation
Sync summaries to notes - automatically add summaries to your CRM activity notes.
Examples of Call Detail Record (CDR) in CRM with summary in notes:
HubSpot
Salesforce
HighLevel
Zoho
Guesty
Pipedrive
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.
Automatic messages sentiment configuration - Admins can now mark specific messages, such as voicemail prompts, as neutral to prevent them from affecting sentiment scores.
Configure neutral sentiment message
First automatic messages and the message we configured also had the NEUTRAL status as default
Custom categories for Voice Analytics
AloAI Voice Analytics supports custom category definitions, allowing you to tailor how call insights are grouped and interpreted.
Instead of relying on a fixed external taxonomy, custom categories let you define classifications based on your actual business conversations.
This is useful when standard models include irrelevant topics that do not apply to your industry.
For example, you can define categories such as pricing discussions, feature inquiries, competitor mentions, or budget concerns so that analytics reflect real customer intent rather than generic labels.
How custom categories work
Custom categories are configured at the account level inside AloAI Voice Analytics settings. Once defined, the system uses AI-based analysis to match call transcripts against your category structure in real time.
As calls are processed, they are automatically classified according to your defined categories, and dashboard metrics update to reflect your custom taxonomy instead of default industry groupings.
Historical call data is also reprocessed when category definitions are updated, ensuring consistency across reports.
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.