AI call analysis and call summaries
AI call analysis turns your recorded business calls into short summaries in the customer record, tasks for every callback and promise, and a weekly report of who called, why, and which calls went unanswered. Nothing agreed on the phone depends on someone’s scribbled note.
- 1Call endsRecorded by your phone system
- 2Transcribed and summarisedWho called, why, what was agreed
- 3Saved to the client recordA few lines anyone can read in seconds
- 4The promise becomes a task“Call back Thursday with a date”, assigned and dated
- 5Counted in the weekly reportFiled under “job updates” with every other call
From a recorded call to a task on someone’s list
Phone calls are where a lot gets promised and very little gets written down.
When a call ends, the recording is transcribed (turned into text) and summarised in a few lines: who called, what they wanted, what was agreed and anything promised. The summary is saved against the right customer or client, so the next person who speaks to them knows what happened.
Anything that needs doing next becomes a task. “I’ll ring you back after lunch” gets an owner and a time. A missed call becomes a callback task, so nobody is left waiting because the phone rang while everyone was busy.
Once a week, you get a report on the calls themselves. That’s where the patterns show up.
Calls turned into records, tasks and a weekly picture
Call summaries
A few lines per call saved to your CRM, case management system or client list, so nobody has to listen back to find out what was said.
Callbacks and promises
Every “I’ll get back to you” turned into a task with an owner and a due date, and chased if it slips.
Missed calls
Missed and unanswered calls logged and turned into callback tasks, so a missed call doesn’t become a lost client.
The weekly report
Call volumes, the most common reasons people call, unanswered calls, complaints flagged, and sales opportunities mentioned on the phone.
Required wording checks
Optional. If certain calls must include set wording, such as a disclosure, we can flag the ones where it seems to be missing, for a manager to review.
Calls for training
Good calls found and shared with new staff, as examples of how your business sounds at its best.
Works with the phone system you have
AI call analysis works with phone systems that record calls and let us access the recordings. That includes Microsoft Teams Phone and many hosted phone systems. We check yours at the free automation audit and tell you plainly what’s possible.
If your phone system can’t record calls, or you’d rather not, we can still produce a weekly report from your call logs: how many calls came in, when, how long they lasted and how many were missed. It won’t say why people called, but it shows where calls slip through.
Thinking of changing phone system? Our sister company Alphabyte IT helps businesses with their office phone systems, so recording can be set up properly from the start.
Trends, checks and coaching
Summaries and follow-ups are the everyday part. Once they’re running, you may want to dig deeper:
- How the reasons people call change through the year
- Which kinds of call lead to complaints, and which lead to new work
- Checks that required wording was said on the calls where it matters
- A library of good calls for training, sorted by topic
Add Meeting Minutes AI and inbox automation, and calls, meetings and emails all land on the same record.
The AI takes notes. Your people make the calls.
Call analysis writes things down and counts them. Deciding what to do stays with you.
- Complaints are flagged to a person straight away, never answered automatically
- A missing-wording flag means a manager listens to the call, not that someone has done wrong
- Coaching is done by people: the analysis finds good examples and training needs
- Summaries can be corrected, and names, numbers and addresses are always worth a quick check
Not every phone line needs AI
- A handful of calls a day. If the phone rings ten times a day, a notes field in your CRM may be all you need.
- Mostly quick transfers. If most calls are “can I speak to…”, there’s little to summarise, though the missed-call report may still help.
- The important calls happen on mobiles. Calls on personal phones outside your business system won’t be recorded, so they can’t be analysed.
- Calls you shouldn’t record. If most of your calls are highly sensitive, recording and analysing them may not be right.
Recording calls: the points to get right
Call recordings are personal data, about the caller and about your staff member, so UK GDPR applies. In general terms:
- Tell callers. People must be told calls are recorded and why, usually with a short message at the start of the call and in your privacy notice.
- Tell your team how recordings and summaries are used, including any analysis.
- Set a retention period. Decide how long recordings and transcripts are kept, then delete them on schedule.
- Take care with sensitive calls. Calls about health, money worries or legal matters need extra thought about who sees the summary, or whether they’re analysed at all.
- Keep card details out. Card details given over the phone shouldn’t end up in recordings or transcripts (more in the questions below).
Some sectors, such as financial services, have their own rules on recording. This is general information, not legal advice; the ICO’s guidance is the place to check.
Summaries included, deeper analysis to order
Call summaries and follow-ups are part of the standard pack included in Monthly AI Support, from £459 + VAT a month on a 12-month minimum term. Where your system can’t record, that becomes a weekly report from the call logs.
Deeper analysis, such as trends over time, required wording checks and coaching, uses your plan hours, or we quote it as a single project at our standard rate of £145 + VAT an hour.
For the AI itself, we use Anthropic’s Claude through its business service, which doesn’t train on customer data and is covered by a data processing agreement. In-house AI on our own hardware in Cardiff is coming soon for calls that shouldn’t leave the building.
AI call analysis questions
Is it legal to record business calls in the UK?
Many businesses do, but there are rules. In general you need a clear reason for recording, you must tell callers and staff, and you must look after the recordings under UK GDPR, including how long you keep them. Some sectors have extra rules. This is general information, not legal advice: check the ICO’s guidance or ask your adviser.
Does it work with Microsoft Teams Phone?
Yes, where calls are recorded and we can access the recordings. The same goes for many hosted phone systems. We check yours at the audit before anything is promised.
What if our phone system can’t record calls?
We can produce a weekly report from your call logs instead: call volumes, busy times, call lengths and missed calls. It can’t tell you why people rang, but it shows where calls are being missed. If you’d like recording, Alphabyte IT can help with your phone system.
How accurate are the call summaries?
Clear calls transcribe well. Poor lines, background noise and people talking over each other make transcripts less reliable, and names and numbers are the details most worth checking. We test on a sample of your own calls before anything goes live and show you the results, so you can judge for yourself.
What about card payments taken over the phone?
Card details shouldn’t end up in recordings or transcripts. Phone systems handle this in different ways: commonly by pausing the recording while card details are given and resuming it afterwards, or by letting callers key the numbers in on their phone. We check how yours works before any call analysis is switched on.
How much does AI call analysis cost?
Call summaries and follow-ups are included in Monthly AI Support, from £459 + VAT a month. Deeper analysis uses your plan hours or is quoted as a single project.
Need your IT looked after too?
Alphabyte IT, our sister company, has looked after IT, security and support for businesses across South Wales since 2009.
What gets promised on your phone lines?
Tell us how your phones work in a free automation audit, and we’ll show you what call summaries and a weekly call report could look like for your business.
Book a Free Audit →