Ask AI allows users to search, analyze, and interact with call recordings using natural language questions. The system can identify trends, summarize conversations, surface customer concerns, and locate calls related to specific topics, agents, or customers.
Ask AI searches across transcripts and call data to generate responses with direct citations linked to the original recordings and transcripts.
Ask AI Overview
The Ask AI page is split into two sections that remain visible while navigating the application:
- The left side provides a searchable knowledge view of your call data, including customers, agents, topics, clusters, and saved conversations.
- The right side contains the Ask AI chat panel used to search calls, ask questions, analyze trends, and review AI-generated responses.
Customer, Agent, and Topic Pages
Customer, agent, and topic pages provide expanded analytics and conversation insights related to a specific entity.
These pages may include:
- Call activity, sentiment trends, and related topics
- Transcript excerpts, recordings, and Knowledge Graph relationships
- Suggested Ask AI prompts
These pages can also be used as the search scope for Ask AI questions.
Call Clusters
Clusters group calls discussing similar themes or conversation topics. Cluster pages may include related customers, agents, transcript excerpts, sentiment trends, and associated topics or clusters. Cluster labels are generated automatically from call content and refresh periodically.
Ask AI Chat
Use the Ask AI chat field to ask questions about call activity, customer interactions, trends, technician performance, or specific conversations.
Examples:
- “What are the top customer complaints or concerns this week?”
- “Find calls related to voicemail setup or other support issues.”
- “Show common sales objections related to pricing, contracts, or competitors.”
After submitting a question, Ask AI searches relevant calls and generates a response based on available transcripts and call data.
Responses may include:
- Summaries and trend analysis
- Customer concerns, objections, and coaching insights
- Source citations and timestamps from related calls and transcripts
Search Scope
The scope selector controls how broadly Ask AI searches.
Available options include:
- This Page: Searches only the current customer, agent, topic, or page context
- Whole Tenant: Searches across all available calls and transcripts
Using a narrower scope can improve response relevance when researching a specific customer, agent, or topic.
Follow Up Questions
Ask AI supports conversational follow up questions without needing to restate previous context.
Follow Up Questions
- “Show more examples from this week.”
- “Only include support calls or a specific department.”
- “Which issues appeared most frequently and summarize the common concerns?”
To start a new conversation, select Clear from the chat header.
Citations and Source References
Ask AI responses include citations linked to the original source calls. Selecting a citation opens the related call recording and transcript for verification and additional review. Quoted text within responses is pulled directly from the source transcript.
Saved Conversations
Ask AI conversations are automatically saved and appear under Recent Conversations. Saved conversations are private by default and visible only to the user who created them unless shared. Shared conversations become accessible to other users within the organization.
Best Practices
- Be specific when asking questions
- Use filters or page scope when researching a particular topic
- Use follow up questions instead of restarting searches
- Review citations and recordings for additional context
- Share useful conversations with other team members when appropriate
FAQ
How often is Ask AI data updated?
New calls and transcripts typically become searchable within minutes after processing. Additional analytics, clustering, and trend information may refresh periodically throughout the day.
What calls and transcripts can Ask AI access?
Ask AI only searches calls and transcripts available within your organization. Access to recordings, transcripts, and citations follows the same user permissions configured elsewhere within VoiceIQ.
Does Ask AI search calls from today?
Yes. Ask AI searches live call and transcript data, so newly processed calls are typically searchable within minutes. Additional analytics such as clusters and trend data may refresh periodically.
Why does my home page look different from my coworker’s?
Recent Conversations are user specific. You will see your own saved conversations along with any conversations shared with your organization. Shared dashboards, analytics, and topic data remain consistent across your organization.
Can I delete a saved conversation?
Saved conversations cannot currently be deleted from the user interface. Contact support if a conversation needs to be removed.
Can I edit a saved conversation?
No. Saved conversations are read-only records of the original questions and responses. To update or refine information, ask a new follow up question.
The chat response does not match the source recording.
Select the citation linked within the response to open the source recording and transcript for verification. If something appears incorrect, submit feedback so the response can be reviewed.
Why is a cluster label vague or generic?
Cluster labels are generated automatically based on patterns and themes found within related calls. If calls do not share a strong or consistent topic, the generated label may appear broad or generic.
Can I export an answer or share it outside my organization?
Responses can be copied and shared manually. Citation links require authentication and can only be accessed by authorized users within your organization.
How long are recordings and transcripts retained?
Recordings and transcripts follow your organization’s configured retention policies within VoiceIQ.
Support
For additional help or to report issues, contact: voiceiq@level365.com