Introduction
AI call analysis is transforming the way businesses understand customer interactions. By analyzing tone, keywords, and conversation patterns, it helps teams uncover customer sentiment, sales opportunities, and areas for service improvement.
It provides actionable insights that enable smarter decision-making, better agent performance, and stronger customer relationships.
In this article, we'll look at the top AI call intelligence tools you should consider for call analysis, how to choose the right one, and the best practices when analyzing calls using AI.
We'll also highlight the best communication platform that unifies automated calls, chat, and SMS using omnichannel AI agents.
What is AI Call Analysis and How Does It Work?
AI call analysis is the process of using artificial intelligence to automatically evaluate customer and sales calls to extract actionable insights from the conversations.
In a call center, agent-customer call interactions are processed using machine learning (ML) and Natural Language Processing (NLP) through call intelligence software.
The aim is to understand speech patterns and customer sentiment, identify key topics, and flag compliance issues.
You'll also want to uncover areas for improvement across agent performance, customer service, and related operations such as sales and marketing.
Here's a quick overview of how AI call analysis works:
But how does this benefit call centers?
Benefits of AI Call Analysis
Here, let's explore the various critical benefits it delivers for call centers:
Essential Features to Look for in AI Call Analysis Software
Depending on the vendor, you can expect the following features in AI call intelligence tools:
Top 5 AI Call Analysis Tools Reviewed
While your call center needs a call analysis tool for insights, the calls have to happen first. It's even better if you have a platform that initiates conversations with customers through AI SMS, voice calls, and chat to boost conversions.
- As an enterprise-level AI-based communications platform, Plura automates prospect and customer conversations across calls, texts, and chats.
- Our platform deploys intelligent, brand-customized AI agents that can handle texts, chats, and calls with human-like responsiveness.
- You can scale to millions of concurrent call interactions with adaptable human-like agents that learn, adjust, and evolve as each conversation unfolds.
- Unify your calls, SMS, and chat today to future-proof millions of conversations through omnichannel AI agents.
Then, if you wish to extract insights from all your calls, here are some of the best tools to consider:
1. Insight7
Insight7 is an AI call analytics platform that simplifies and expedites the evaluation of customer voice conversations by capturing, analyzing, and acting on insights from your calls at scale.
Like most other similar platforms, the software evaluates call performance, identifies sales and improvement opportunities, transcribes calls at scale, and unlocks actionable insights from calls.
Pricing ranges from $16 per month for the Starter package for individuals exploring call insights to $250 per month for the Business package for those seeking extensive call analysis.
For the Enterprise level, which allows you to analyze calls at scale, you need to contact the team for a custom quote.
2. TalkDesk
TalkDesk is an AI-powered real-time customer insights platform that tracks live calls, monitors agent performance, and boosts customer satisfaction.
The platform surfaces AI-driven insights and analytics that help call center leaders discover and understand customer pain points to enhance their customer service.
TalkDesk costs range from $85 to $165 per user per month, depending on the package.
3. RingCentral
As an AI-based call insights platform, RingCentral improves customer service automation through conversational voice analytics.
RingCentral features real-time agent assistance, automated call routing, AI-powered transcription, AI-driven sentiment analysis, and even workforce management.
RingCentral pricing starts at $65 per agent per month for contact centers seeking AI capabilities such as agent assistance, supervisor assistance, and automated call summaries.
4. Dialpad
Dialpad is also an AI-driven conversation intelligence tool that prioritizes real-time sentiment analysis, call transcription, and agent coaching.
Dialpad leverages automated call summaries, live agent training recommendations, and voice intelligence for reviewing calls as they happen.
Dialpad pricing is $15 per user per month for the Standard plan, $25 per user per month for the Pro plan, and a customized quote for the Enterprise plan.
5. CallRail
CallRail features an AI-powered call analytics tool that analyzes call data to surface valuable insights and highlight critical calls that require further attention.
CallRail lets you monitor calls for regulatory compliance, tag calls with keywords, and minimize the average time per call.
The pricing for CallRail’s call tracking and conversation intelligence plan starts at $90 per month. The highest plan features call tracking, form tracking, and premium conversation intelligence and starts at $175 per month.
How to Choose the Right AI Call Analysis Tool for Your Business
Given all the AI-based call analysis tools available on the market, how do you pick the best for your business, especially when they have largely similar features?
Here are some aspects to consider in the selection process:
Best Practices for Implementing AI Call Analysis
To get the most value from your voice call analysis investment, thoughtful implementation is key.
You need to apply various best practices for a smooth rollout and strong adoption:
Common Challenges and How to Avoid Them
While choosing the right tool and applying best practices offer powerful benefits, the success of AI call analysis depends on avoiding common pitfalls.
You'll want to watch out for problems such as:
Insights Without Follow-Through: Even the best analytics are useless without action. Assign ownership of the tool to ensure its insights lead to specific success indicators, process changes, or agent training.
Conclusion
Adopting AI call analysis in your call center can be a major step toward achieving operational efficiency and a better customer experience.
You can analyze calls to uncover customer sentiment, compliance, agent performance insights, and areas for improvement.
While AI call analysis tools come in handy, an AI-powered communication tool that goes beyond calls is crucial to providing enough data for analysis.
With Plura, businesses can simplify multi-channel communication with their customers across calls, chat, and SMS.
You can use our tool to automate and handle millions of conversations concurrently with brand-aligned AI agents, unifying all communication under one platform.
Get started with Plura today to transform how you connect, automate, and scale customer conversations.
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