Overview

Call Insights is an AI-powered feature in Bambuser’s video consultation suite designed to automatically transcribe, summarize, and analyze calls between shoppers and associates. The goal is to help teams improve performance, identify trends, and uncover actionable insights without manually reviewing recordings.

The feature converts speech to text in real-time, applies large language models to generate summaries and key insights, and makes these insights searchable across all calls.

Key Features

1. AI-Powered Transcription and Summaries
   1. Transcribes every video consultation (speech-to-text only — no audio or video recording is stored).
   2. Generates AI summaries with highlights, key discussion points, and action items.
   3. Supports tone and intent understanding for deeper context.
2. Manager Insights View
   1. Predefined prompts help uncover:
      1. Key Issues — common shopper problems or objections.
      2. Key Trends — recurring topics or changes in customer behavior.
      3. Customer Interests — products or topics generating the most engagement.
   2. Custom questions can be entered for on-demand insights (e.g., “What are customers asking about delivery times this month?”).
3. Agent Summary View
   1. Agents receive personalized feedback, including:
      1. Performance notes from the AI.
      2. Follow-up actions and customer context.
          

How to enable Call Insights

Go to Dashboard → Settings → Configurations.

Scroll down to the Call Insights section.

Toggle Enable Call Insights to ON.

Decide whether Call Insights should be enabled by default (Yes/No).

Once enabled, calls will be automatically transcribed unless otherwise configured.

Caller consent settings

To comply with GDPR and local privacy regulations, you can decide whether callers must give explicit consent before a call is transcribed.

Require consent:

When enabled, participants must confirm they consent to transcription before the call begins.

Opt-out option:

Users can choose to decline transcription before joining a call.

Where to view Call Insights data

As a Manager:

Go to Calls → Call Insights to view trends, recurring issues, and insights generated from transcription data.

This section helps identify conversation patterns, customer pain points, and areas for coaching or improvement.

As an Agent:

In the Agent Tool, agents can view call summaries and feedback after each conversation.

These insights help agents review their performance and understand key discussion points.

Data privacy and storage

All transcriptions are handled securely according to Bambuser’s data protection policies.

Transcripts are not stored longer than necessary, and transcriptions will stop at any time if the caller or agent requests it.