A conversation is not useful as a conversation. It becomes useful when it turns into
something you can count.
That is what post-call processing does. When a call ends, the platform reads what
happened and produces structured results.
Insights
An insight is a question asked of your calls, answered automatically afterwards.
“Were they interested?” “Which product did they ask about?” “What is their renewal
date?”
Answers can be yes or no, a number, a value from a list you define, or free text.
Insights are only extracted from calls longer than 20 seconds. Very short calls
produce no insights at all, which is usually right, but it does mean a wall of blank
results is often a wall of hang-ups rather than a fault.
Write insights as questions you would actually act on. “Was the caller satisfied” is
interesting. “Did they ask for a callback” changes what somebody does next.
Deciding whether a call went well
Insights describe a call. A result judges it.
You define what success means as conditions over your insights, and every call is
marked accordingly. Without this, a thousand calls tell you nothing at a glance,
because you have to read them.
Getting this right takes a couple of passes. The first definition of success is
usually too generous.
Acting on the outcome
Once a call is understood, the platform can act:
- Send a message, by text or email, to the person or to your team.
- Update your own systems, by syncing the outcome to a CRM.
- Notify anything, by sending the result to a URL you control.
See Post-call for setting these up and
Webhooks for the notification path.
Timing matters more than people expect
Post-call processing is not instant. A call ending and a call being understood are two
different moments, separated by however long the analysis takes.
If you are reacting to calls programmatically, wait for post-call processing to
finish rather than for the call to end. Reading results at the moment the call
stops gets you empty fields.
Where to go next
- Post-call for configuring insights and results.
- Reports for charting what you extracted.
- Webhooks for pushing results to your systems.
