Table of Contents
Supervisors spend hours replaying entire calls when key moments are buried in live threads. AloAi Voice Analytics surfaces transcripts, sentiment tags, keyword highlights, and AI summaries in one dedicated menu so you can pinpoint insights in seconds, not hours.
Why did we build this
- Split live interactions from historical call data to reduce context switching for supervisors and agents
- Eliminate false positives on short or irrelevant calls by setting a minimum talk-time threshold (default 45 seconds)
- Centralized access controls to simplify role-based policies and future visibility settings
How we made it
Dedicated modal
We added a new modal that contains Voice Analytics within the Inbox. All transcripts, summaries, sentiment scores, and keyword data live here, with easy access from a button on the Call.
AloAi Voice Analytics view
When a recording is played back, users see a unified interface with:
- Call playback controls (play, pause, download, speed control)
- Speaker separation labels differentiating agent and contact
- Sentiment detection classifies content as positive, negative, or neutral
- Sentiment timeline showing agent and customer sentiment throughout the call
- Categorization and tagging of conversations by topic or outcome
- Keyword highlighting surfaces important terms and phrases
- Entity detection for people, organizations, addresses, phone numbers, medical data, and social security numbers
- Custom keyword frequency showing how often selected terms appear
- Formatted text functionality letting users download or copy transcripts and summaries as rich text
AI processing pipeline
- On-call completion: AssemblyAI converts speech to text, applies speaker separation and sentiment analysis in real time
- Keyword and entity detection: Custom vocabularies (up to 15 words each) and spelling overrides boost accuracy for industry terms
- Summarization engine: Configurable summary length and highlight templates let you tune outputs to your workflow
Summary, Transcription, and Ask AloAI
Summary
AI-generated overviews appear immediately after call completion with top highlights based on your chosen templates. You control summary length and reorder key points in real time.
Transcription
Full speaker-separated text transcript includes timestamps, sentiment annotations, and entity tags. Search within the transcript or download the formatted text for audits and training.
Ask AloAI
An interactive prompt lets you ask natural language questions about the call content. Type queries like “What pricing objections came up” or “Summarize next steps” and receive concise AI-driven answers without leaving the interface.
Quotas and compliance
- Tiered minute allocations from 1,000 to unlimited with auto-shutoff to prevent unexpected charges
- PII redaction masks names, emails, SSNs, and medical terms.
Detailed use cases and ROI calculations
Quality assurance at scale
Scenario: 500 calls per week at 5 minutes average equals 2,500 minutes of manual review. At a $20 per hour QA rate, that’s $833 per week.
With AloAi: auto-summaries cut review time to 1 minute for 80 percent of calls (900 minutes total), saving 1,600 minutes or $533 each week.
Compliance and legal audits
Scenario: Healthcare contact center must redact PII on 200 calls per month at 10 minutes each (2,000 minutes manual).
With AloAi: automatic PII redaction and one-click cleansed transcript downloads, you reduce that to under 200 minutes, saving 1,800 minutes and minimizing human error risk.
Sales coaching that hits targets
Scenario: Coaching team tracks objection types and pricing pushbacks across 1,000 calls monthly.
With AloAi: keyword highlights, you surface top objections instantly and share exact filter configurations with reps so everyone works from the same data view.
What admins can do with Voice Analytics
- Enable or disable voice analytics at account and user levels
- Set minimum talk-time thresholds to filter out short calls
- Upload custom vocabularies and define spelling overrides
- Configure summary templates and adjust summary length
- Manage minute quotas and auto-shutoff settings
- Enable or disable PII redaction categories
- Sync transcripts and summaries to CRMs for seamless record-keeping
What users can do with Voice Analytics
- Play back calls with speed controls and download recordings
- View speaker-separated transcripts with sentiment annotations
- Filter and search by sentiment tags, keywords, talk-time, or speaker
- Highlight and tag critical call segments for later review
- Detect entities automatically and export structured data
- Copy or download formatted transcripts and summaries
- Ask AloAI natural language questions about call content
Enable Voice Analytics in your Aloware admin panel and start cutting call-review time by up to 80 percent while avoiding unexpected transcription overages.
