Agent Insights is AI wrap-up that bundles built-in AI Summarization, AI Sentiment Analysis, and Transcription. It's an intuitive part of the agent workflow that turns conversations into structured, reliable customer insights living right where you need them. 

Agent Insights delivers a consistent, repeatable experience across every agent and every shift. Each call summary uses the same AI prompt to extract the same insights from every transcript. Start with pre-built prompts or customize your own. 

Absolutely. Because each organization is unique, Agent Insights is customizable by design. AI Summary prompts can be tailored to each organization and contact center desk, controlling the detail and structure of generated summaries. Admins configure what gets recorded, what customer insights to transfer to which CRMs, and more. 

Agents can send AI Summaries, AI Sentiment and Transcription to the CRM in one click. Agent Insights works with any CRM over APIs, including Salesforce, ServiceNow, SAP, D365 and more.

Agent Insights supports 14 languages for global teams, including English (US, UK, AU), Spanish, French, German, Dutch, Italian, Portuguese, Chinese Mandarin, Hindi, Russian, Japanese, and Hebrew.