Turn customer calls into actionable data insights with machine learning

No, Voice Intelligence is provider agnostic. Any stereo/dual channel recording can be converted for action.

Language operators are modularized Natural Language Understanding (NLU) capabilities, which analyze your customer calls and turn the voice data into structured information that can be used programmatically.

You can use the pre-built language operator for out-of-the-box functionality like voicemail detection and call recording disclosures, or create your own operator to classify calls and detect key phrases in a call. The inferences from the operators will show up in the call transcript.

Voice Intelligence analyzes the post-call recordings. After the call ends, the transcription should appear in your transcription service. Twilio also offers real-time transcriptions during live calls.

The platform currently supports voice conversations only in specific languages, including:

• English (US, UK, AU)

• German (DE)

• French (FR)

• Italian (IT)

• Spanish (MX, ES, US)

• Portuguese (BR, PT)

• Dutch (NL)

• Norwegian (NO)

• Polish (PL)

• Swedish (SE)

• Danish (DK) 

Users should ensure compatibility with their preferred language before implementing the platform.

Twilio provides best-in-class accuracy. The transcription engine in Voice Intelligence was created by our AI team with Twilio’s own speech recognition system, then trained for thousands of hours on real-world calls. Integrating the engine with high-performance computing (HPC) techniques allows us to ensure industry-leading accuracy at an affordable cost.

Yes, dual-channel recordings are a crucial feature that significantly enhances the Voice Intelligence platform's performance. By separating each speaker onto individual audio channels, this feature improves speech separation, transcription accuracy, and speaker identification. As a result, it ensures clearer recordings, more precise sentiment analysis, and better keyword spotting, making it an essential component for delivering reliable and insightful voice analytics.

Sentiment analysis is a must-have feature for businesses aiming to extract valuable insights from their voice calls. It acts like a keen listener, going beyond words to detect emotions and determine if sentiments are positive, negative, or mixed. This deeper understanding of customer feelings helps businesses track sentiment trends and respond effectively, ensuring their actions resonate with customer needs.

Voice Intelligence takes those long chats and boils them down to the essentials. It gives you the key points—like what was talked about, what needs to be done, and any big decisions made—so you can skip the fluff and focus on what matters. It's like having a cheat sheet for your calls, helping you make decisions faster and improve how things run day-to-day.