AI Insights

AI Insights turn each recorded call into text and structured data you can search and act on. They run automatically after a call ends.

What you need

• Self-hosted: set DEEPGRAM_API_KEY and OPENAI_API_KEY in .env (see Configuration). You pay those providers directly.
• Comcent Cloud: Team and Scale plans include AI Insights minutes (3,000 and 10,000 per month); further minutes are billed per minute. See Pricing.

What you get

Insight	What it is	Provider
Transcript	A conversation view of the call. Each party’s audio is transcribed separately and merged in time order, so every line is attributed to the right speaker.	Deepgram
Sentiment	Positive, neutral or negative, for each party on the call.	Deepgram
Summary	A short written summary of the call.	Deepgram
Labels	Your own categories (for example “billing”, “complaint”), applied automatically.	OpenAI
Promises	Commitments agents made to callers, with a due date, tracked as tasks.	OpenAI
Search	Semantic search across all calls.	OpenAI

Transcripts, summaries and sentiment appear on the Call Story page. They are also included in the vCon document sent to your webhooks.

Turn features on or off

Admins control AI Insights per organisation in Settings → AI & Analysis:

• Enable Transcription & Search: the master switch. Turning it off also turns off everything below.
• Enable Sentiment Analysis
• Enable Summary
• Enable Daily Summary, with the Timezone and Time it should be generated (see Daily summary).
• Enable Labels, with your list of labels.

All of these are on by default for a new organisation.

Labels

Define labels under Enable Labels: each has a Label Name and a Brief description. After each call, the transcript is compared with your descriptions and the matching labels are attached to the call. Clear descriptions give better results.

Use labels to filter the Call Story list with the label filter.

Promises

A promise is something an agent committed to on a call, such as “I’ll email you the invoice by Friday”. Comcent reads the agent’s side of each transcript, extracts these commitments with a due date, and lists them on the Promises page, which every member can see.

• Promises are Open or Closed. Select promises and click Close Selected when they are done.
• Each promise is created by and assigned to the agent who made it. Use the Assigned To column to reassign it to another member. Admins can switch the list between Assigned to Me and All.
• View Details opens the call’s recordings, transcript and promises.
• The summary cards show open promises and Today’s Completion.

Closing and reassigning promises is recorded in an audit log.

Search

When transcription is on, each call’s details and transcript are indexed as vector embeddings in Postgres (pgvector). Searching on the Call Story page finds calls by meaning, so a phrase such as “customer wants a refund” can match calls that never use those exact words.