AI Transcription
AI Transcription helps your team turn recorded business calls into clear text that can be reviewed, searched, and translated. Instead of listening to the full audio every time, the team can open the transcript and quickly understand what was said during the conversation.
This is useful for sales, support, service, and review workflows where call details matter. Transcripts make it easier to check customer requests, confirm important information, review agent communication, and keep conversation context connected to the call record.
AI Transcription also supports multilingual teams and customer conversations. Original transcripts and translated versions can help teams review calls across different languages, while call details, AI summaries, and transcription data stay organized in one place.
Technical setup
- AI transcription for recorded calls
- Original transcript and translated versions
- Language selection and detected source language
- Filtering by phone number, agent, date, and language
- Call details with transcription data and AI summary
- Usage tracking for talk time, paid transcriptions, and AI cost
This helps solve slow call review, missing conversation details, language barriers, manual note overload, and the need to replay full recordings just to find important information.
AI Recaps
AI Recaps help your team quickly understand the result of a customer conversation without reading a long transcript or replaying the full recording. Utelenet turns call activity into a short, practical recap that highlights what happened, what mattered, and what should be done next.
This is useful for sales, support, service, and follow-up workflows where teams need a fast overview after each call. Instead of losing time on manual notes, the team can review the recap and immediately understand the customer request, the conversation outcome, and the next action.
AI Recaps are especially helpful when many calls need to be reviewed during the day. They give team leaders, agents, and follow-up owners a cleaner way to catch the main points, spot open questions, and keep customer communication moving without unnecessary delays.
Technical setup
- AI-generated recap after completed calls
- Short overview of the conversation outcome
- Key points, open questions, and customer intent
- Recommended follow-up actions and next steps
- Connection with call history, recordings, transcripts, and notes
- Review support for sales, support, and service workflows
This helps solve slow call review, forgotten next steps, unclear conversation outcomes, manual recap writing, weak follow-up control, and the need to search through long recordings or transcripts to understand the call.
AI Summaries
AI Summaries help your team turn customer conversations into clear, structured insights across calls, WhatsApp, SMS, email, and other communication channels. Instead of leaving important details inside long conversations, Utelenet creates a useful summary with the main topic, customer intent, key points, risk signals, and recommended next actions.
This is useful for sales, support, service, and follow-up workflows where teams need to understand customer history quickly. Summaries can be grouped by client or phone number, making it easier to review the full communication timeline and continue the conversation with the right context.
AI Summaries also help teams work with better control. Each summary can include quality indicators, action clarity, intent clarity, tags, review status, and follow-up tasks, so important customer requests do not get lost after a call or message.
Technical setup
- AI summaries across calls, WhatsApp, SMS, and email
- Summary history grouped by client ID or phone number
- AI conclusion, customer intent, risk signals, and next actions
- Key points, quality score, confidence, and action clarity
- Tags, review status, flagged summaries, and follow-up tasks
- Connection with call history, message history, recordings, and customer timeline
This helps solve scattered customer context, slow conversation review, missed next actions, weak follow-up control, unclear customer intent, and the need to manually read or replay every interaction to understand what happened.
Sentiment Analysis
Sentiment Analysis helps your team understand the tone and direction of customer conversations. Instead of looking only at call volume or message activity, Utelenet can highlight whether a conversation sounds positive, neutral, or negative, helping teams understand the customer experience behind the interaction.
This is useful for sales, support, service, and quality review workflows where the way a customer feels matters as much as what they said. Teams can use sentiment signals to spot frustrated customers, identify positive buying intent, review sensitive conversations, and understand where communication needs attention.
Sentiment Analysis also helps make call and message review more focused. When sentiment is connected with summaries, transcripts, call history, message history, and next actions, teams can review important conversations faster and understand which interactions may need follow-up or escalation.
Technical setup
- Positive, neutral, and negative sentiment detection
- Sentiment split by call, customer, agent, or conversation
- Customer mood and conversation tone signals
- Connection with AI summaries, transcripts, and call history
- Support for quality review and follow-up prioritization
- Insights for sensitive calls, frustrated customers, and strong buying intent
This helps solve unclear customer mood, missed frustration signals, slow quality review, weak escalation visibility, and the need to manually review every conversation to understand how customers really felt.
AI Coaching
AI Coaching helps teams improve call quality by turning customer conversations into practical coaching insights. Instead of reviewing calls only by listening to recordings manually, Utelenet can highlight patterns, communication gaps, strong moments, weak points, and areas where agents may need support.
This is useful for sales, support, service, and call center teams that want to improve conversations over time. AI Coaching can help identify whether the agent followed the right process, handled objections clearly, asked useful questions, understood customer intent, and moved the conversation toward the next step.
AI Coaching also helps make team improvement more consistent. When coaching insights are connected with call summaries, transcripts, sentiment, scores, and next actions, team leaders can review performance faster and give more focused feedback based on real conversations.
Technical setup
- AI-based coaching insights from calls
- Call quality signals and performance indicators
- Objection handling and conversation review
- Agent strengths, weak points, and improvement areas
- Connection with transcripts, summaries, sentiment, and call scores
- Recommended coaching actions for sales, support, and service teams
This helps solve inconsistent call quality, slow manual coaching, unclear agent performance, missed training opportunities, weak objection handling, and the lack of structured feedback after customer conversations.
AI Assistant
AI Assistant helps your team respond faster and work with better context across calls, messages, and customer conversations. It can support daily workflows by suggesting replies, preparing useful guidance, highlighting important customer intent, and helping teams understand what should happen next.
This is useful for sales, support, and service teams that handle many conversations every day. Instead of relying only on manual decisions, scattered notes, or repeated answers, the assistant can use conversation context, knowledge access, tone settings, and automation rules to support faster and more consistent communication.
AI Assistant also helps keep team workflows more controlled. The assistant can be configured by role, tone, language, scenario, automation mode, and escalation logic, so the support it provides fits the way the team actually works.
Technical setup
- Assistant status and automation mode control
- Suggested replies for customer conversations
- Role, tone, language, and behavior settings
- Knowledge access and usage tracking
- Scenario-based guidance for sales or support workflows
- Executive insights, attention points, and recommended next actions
This helps solve slow replies, repeated manual answers, inconsistent communication tone, weak conversation guidance, unclear next steps, and limited use of internal knowledge during customer interactions.
Call Center Software Solutions
Utelenet gives teams call center software solutions with VoIP, cloud PBX, IVR, smart routing, recordings, AI summaries and real-time analytics.
