AI call insights turn a recorded contact-center call into a transcript, a 2 to 4 sentence summary, key points and action items, a sentiment label (positive, neutral or negative) and a suggested disposition chosen from your own wrap-up codes. Agents open insights from their call history. The summary is written by Anthropic Claude from the transcript only.

Facts#

Item	Detail
Input	The call recording
Transcript	Speech-to-text of the whole call
Summary	2-4 sentences on the call and its outcome
Key points	Short points and action items
Sentiment	`positive`, `neutral` or `negative`
Suggested disposition	One of your active disposition codes, or empty if none fit
Model	Anthropic Claude, instructed not to invent details beyond the transcript
API	GET`/v1/ccaas/calls/{callSid}/insights`

How it works#

The call is recorded and stored in encrypted cloud storage.
An agent opens insights for the call in History, or your system calls the API.
The first request starts processing and returns status: "processing". The desktop checks again every 3 seconds.
The recording is transcribed, then summarised with your active disposition names as the list to choose from.
The result is saved with status: "ready" and returned on every later request without re-processing.

Response#

{
  "data": {
    "id": "6f1c...",
    "call_sid": "c0a8...",
    "status": "ready",
    "transcript": "Agent: Thank you for calling...",
    "summary": "The customer asked about a delayed refund. The agent confirmed the refund was issued and shared the reference.",
    "key_points": ["Refund already issued", "Customer to check bank in 3 days"],
    "sentiment": "neutral",
    "suggested_disposition": "Resolved",
    "created_at": "2026-10-20T10:15:12Z",
    "updated_at": "2026-10-20T10:15:40Z"
  }
}

`status`	Meaning
`processing`	Being generated; call again in a few seconds
`ready`	Transcript and summary are available
`no_recording`	The call has no recording, so there is nothing to analyse
`failed`	Something went wrong; `error` explains what

FAQ#

Do all calls get insights?#

Only recorded calls. A call without a recording returns no_recording.

Is the suggested disposition applied automatically?#

No. It is a suggestion. The agent picks the final code.

Which languages are supported?#

Insights work from the transcript. Check with us for the languages your team uses before relying on them.

Does the AI make things up?#

The model is told to base everything strictly on the transcript and not invent details. Treat the summary as a draft and read the transcript for disputes.

Is insight generation charged separately?#

Can I get insights through the API?#

Yes. GET/v1/ccaas/calls/{callSid}/insights with your API key.

Where is the recording stored?#

In encrypted cloud storage. Playback uses signed links.