9 ways to upgrade Conversation Intelligence with Premium features

If you’re already using CallRail’s Conversation Intelligence®, you’re no stranger to smart call transcriptions and keyword spotting. But if you find yourself wishing for deeper insights or more efficient call reviews, it might be time to consider Premium Conversation Intelligence™.

With features like AI-generated call summaries and sentiment analysis, Premium Conversation Intelligence doesn’t just transcribe, it interprets data, highlights conversations that need attention, saves you from hours of playback, and gives you a strategic edge in customer interactions. In short, AI takes what you’re already doing and makes your efforts smarter, faster, and more impactful.

Delve into customer calls with Premium Conversation Intelligence

Let’s break down exactly what you get with Premium Conversation Intelligence, why it’s worth the upgrade, and how the advanced features can transform your call analysis and lead qualification process.

Conversation Intelligence vs.

Premium Conversation Intelligence

Feature

Conversation Intelligence

Premium Conversation Intelligence

Call transcriptions

✅

Keyword spotting

✅

Automation rules

✅

Lead qualification

✅

Personally identifiable information (PII) redaction

✅

Call summaries

❌

✅

Sentiment analysis

❌

✅

Call summaries

❌

✅

Self-reported attribution

❌

✅

CallRail Labs & Alpha features

❌

✅

1. Access transcriptions for every call

Call transcriptions are the backbone of CallRail’s Conversation Intelligence, providing near-human accuracy so agents can reference key conversational points. Available in both standard and Premium Conversation Intelligence, transcriptions provide the foundation for advanced insights.

With Premium, you get even more. Transcriptions power advanced AI features that make it easier to analyze calls at scale, saving time and uncovering key insights faster.

Save hours of manually listening to calls
Easily access more conversations so you can hear key customer concerns
Review agent call handling to provide constructive feedback

2. Review call summaries in a flash

It can be time-consuming to review entire transcripts, so Premium’s call summaries feature provides an AI-generated synopsis of each call in three to five sentences. The near-human accuracy level is reliable, so agents can quickly make decisions, and managers can provide call feedback.

See a brief description of each call so you don’t need to read the entire transcript
In instances when you do need more context, you can refer to the full transcript
Identify key call details so teams can spot trends in customer questions and needs

“Call summaries have been a massive time and money saver for our team. Historically, we've had to listen to every phone call to identify lead quality to ensure proper reporting to clients. Now, we can achieve this goal in a fraction of the time by reading the call summaries that have proven extremely accurate in providing an overview of the call.”

– Lane Rizzardini, Marion Relationship Marketing and Sleep Apnea Leads

3. See customer satisfaction in a snapshot with call sentiment

The Premium sentiment analysis feature gives you a deeper look into the quality of calls. It analyzes the emotional tone of customer calls, including joy, satisfaction, disappointment, or frustration. Immediately determine whether a call was positive, neutral, or negative, as well as the words that informed the rating. If you have questions about why a call was labeled with a negative sentiment, you can refer back to the full transcript to see what happened on the call.

Get easily digestible views of customers’ opinions on your services, products, or aspects of your business
Identify interactions that require immediate attention
Uncover areas where you can bolster customer experiences

"Call sentiment analysis makes reviewing a call 100x easier and gives our agents the ability to quickly see the info on a voicemail or previous call. The call sentiment is also a nice way to quickly know if calls were positive or negative." – Partner, National law firm

4. Simplify call classification with automation rules

Automation rules are a powerful feature available in both standard and Premium Conversation Intelligence. They allow you to automatically classify and categorize calls based on keywords and even trigger follow-up actions like identifying leads.

However, Premium takes automation to the next level by introducing auto-generated summaries and sentiment analysis. This eliminates tedious, error-prone manual tasks and ensures your call insights are more accurate and actionable.

Get context for each call without needing to listen to recordings
Take the manual work out of reviewing and qualifying leads
Automate call coaching opportunities and streamline lead routing and classification

5. Identify important keywords and phrases

Keyword spotting is a core feature of both Conversation Intelligence and Premium Conversation Intelligence. It automatically highlights key terms within transcriptions, giving teams an at-a-glance view of call trends.

With Premium, AI-generated summaries highlight discussion points and ensure important details aren’t missed.

Categorize calls to analyze conversions at the individual call level as well as across the board
Identify trends in keyword mentions by both caller and agent
See correlations between the phrases and lead quality so you can fine-tune your marketing messaging, improve agent conversations, and convert more callers

6. Qualify leads automatically

Lead qualification is built into Conversation Intelligence, helping teams identify and prioritize high-intent callers.

Upgrading to Premium automates even more of the process — using AI to score leads, capture caller details, and even analyze patterns across campaigns. Plus, with exclusive access to CallRail Labs, you’ll be among the first to test innovative AI features designed to enhance lead tracking and conversion insights.

Automatically score, categorize, and qualify leads so your team doesn’t have to do so manually
Save time and ensure leads don’t fall through the cracks when your team gets busy
Score leads and capture caller details for future calls with alpha features in CallRail Labs, as well as discover which leads made appointments and completed sales– including value amount

“There’s some pretty insightful things that are coming from CallRail Labs, and I really like the direction they are going … they’re just ahead of the game. If I’m seeing changes along the way, then it means that they’re responsive to the feedback that they’re getting from customers like me." – Tom Gonzales, Operations Strategist, Ohana Dental Implant Centers

7. Protect sensitive customer data with redaction

Personally identifiable information (PII) redaction is included in both Conversation Intelligence and Premium, ensuring compliance with data security and privacy protections.

However, Premium Conversation Intelligence takes data protection even further by incorporating AI-driven insights that help teams analyze call content without exposing sensitive customer information, ensuring compliance without sacrificing valuable call intelligence.

Enable compliance with data security and privacy protections
Enhance customer trust with robust security measures
Minimize liability for your organization

8. Generate insights from all calls in a campaign

The Multi-conversation insights report gathers aggregated insights from your campaigns, derived from hundreds of calls per source. It gives you a brief, accurate overview of the conversations a specific campaign is driving. While Premium’s summaries and sentiments of each call are helpful, the multi-conversation insights report available with Premium Conversation Intelligence gathers aggregated insights from campaigns for an overall glimpse of campaign performance.

Stop manually reviewing individual transcripts and call summaries
View the comprehensive source reports within CallRail or have them delivered to your inbox

“The scheduled multi-conversation insight reports I receive are the perfect opportunity to kick off our action plan for the week. I receive a high-level, real-time understanding of how our marketing campaigns are being perceived by our customers and can easily flag wins and areas of opportunity for my team." – Chuck Karas, Owner, Fresh Air Home Services

9. Get more accurate source attribution

Easily capture the information that customers share about how they found your business with the self-reported attribution feature. With this Premium feature, you don’t need to dig through transcripts to find out who referred your customer because the information is reported alongside your call attribution in CallRail.

Learn more about where your leads are coming from
Refine your marketing tactics and optimize spend

“I'm excited about the potential that the self-reported attribution report holds for enhancing our understanding of customer journeys and the impact on our marketing strategies. The ability to directly capture and analyze how customers found us promises to refine our targeting and optimization efforts significantly.” – Shawn Wanta, Wanta Thome PLC

Premium Conversation Intelligence includes all the Conversation Intelligence functionalities that help transcribe and score calls while also offering advanced AI-powered features that more efficiently summarize and analyze customer intent.

These upgrades build on the capabilities of standard Conversation Intelligence by delivering more efficient call analysis and minimizing the busy work of reviewing and analyzing calls. Premium Conversation Intelligence also provides insights from an aggregate of your call summaries, sentiments, common questions, and more, giving you a more comprehensive view of your marketing and business operations.

10. Bonus point: Be the first to influence and test new AI features

For those who want to experience the latest Premium features before anyone else, CallRail Labs lets early AI adopters try and provide feedback on new alphas. Previous Premium Conversation Intelligence features that were developed in CallRail Labs include self-reported attribution, sentiment analysis, and call summaries. Check out the CallRail Labs features under review.

Uncover deeper insights from your call data

Upgrade to Premium Conversation Intelligence to access advanced AI-driven features, enhanced insights, and innovative experiments today.

If you’re a standard Conversation Intelligence user who wants to try Premium, get a free 14-day trial upgrade to explore all our features.

9 ways to upgrade Conversation Intelligence with Premium features

Delve into customer calls with Premium Conversation Intelligence

Uncover deeper insights from your call data

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