Using AI to Understand Customer Mood and Improve Service

TrackNotion's AI-powered Transcription and Call Grading features are essential tools for moving beyond simple call tracking.

They transform raw audio data into actionable business intelligence by providing a written record of every conversation and an indication of its overall tone.

This allows you to rapidly audit service quality, identify sales opportunities, and train your team more effectively.

Here’s what you’ll find in this article:

1. Getting Started: Setup and Navigation
2. Call Transcription: The Written Record
3. Call Grading: Understanding the Mood
4. Protecting Customer Privacy (Personal Information Hiding)

Getting Started: Setup and Navigation

Do I need to configure this? No manual configuration is required. These features are automatically implemented during your campaign setup.

Every call that passes through a TrackNotion tracking number is automatically converted into a detailed written transcript. Immediately after transcription, the AI analyzes the language to assign a call grade based on the average sentiment in the call, with keywords weighted according to the account settings.

Where do I find these features? You can access these insights directly within your Call Logs:

• Transcripts: Managers can search call logs for keywords, product mentions, or complaints without listening to the audio.
• Mood Scores: You can filter your call logs to view customers who registered negative or neutral scores specifically.

I. Call Transcription: The Written Record

Calls handled via a TrackNotion tracking number are automatically captured and converted into comprehensive written transcripts.

How it Works:

Using advanced AI models, the audio is processed to create an accurate, word-for-word transcript of the call. This process is designed to filter out background noise, often resulting in a transcript that captures more of the conversation than a listener might have heard live on the call.

Key Benefit:
Transcriptions eliminate the need for manual note-taking, allowing managers to quickly search call logs for keywords, product mentions, or specific complaints without listening to hours of audio.

II. Call Grading: Understanding Call Quality

Call Grading is the process of using AI to determine the emotional tone or attitude of the speaker (e.g., the customer) during the call.

How it Works:

• Assigning a Score: Immediately after transcription, the AI analyzes the language and word choices to assign a score (e.g., Positive, Neutral, or Negative).
• AI Summary & Explanation: Next to the score, you will find an AI-generated summary of the call. This lets you understand the call's context at a glance without having to read the full transcript.
• Reporting Inaccuracies: If you find that an AI Summary or its score is inaccurate, you can click the 'Report' button. This action sends the specific call and its analysis directly to our development team. They will review the data to help analyze and improve the AI's accuracy for future calls.

Key Benefit:
This feature provides an immediate, objective gauge of customer satisfaction. You can filter call logs to prioritize follow-up with customers who registered a negative or neutral score, allowing for proactive service recovery. It also lets you immediately spot and act on positive calls, so you can respond quickly to capitalize on opportunities.

III. Protecting Customer Privacy (Hiding Personal Information)

Your customers' data security is paramount. While transcription is running, TrackNotion ensures customer privacy by automatically identifying and removing sensitive information from the written transcript.

What is Removed?

The system is designed to detect and hide details such as:

• Names
• Credit card information
• Social Security Numbers

This process significantly reduces your liability and enhances security.