AI Analysis of the Last Conversation on an Incoming Call
1. Introduction/Overview
This guide explains the "Last Conversation Details" feature, which allows agents to see the AI analysis results of a caller's previous conversation during an incoming call. Thanks to this feature, agents can quickly get an idea of the customer's past interaction before answering the call, enabling them to provide a more prepared and effective service.
2. Prerequisites
Contact your Project Manager to have this feature displayed on your incoming call screen.
To use this feature, the CX Insights feature must be active in your tenant.
3. Step-by-Step Instructions
Log in to your Call Center Studio account and set your status to "Available" to receive calls.
When a call comes in, the standard "Incoming Call" window will appear on your screen.
As shown in the screenshot, you will see a new section on the right side of the incoming call window called "Last Conversation Details."
In this section, you can review the following valuable information from the caller's most recent conversation that is recorded in the system and has been analyzed by artificial intelligence:
Date: The date and time of the previous conversation.
Category: The main topic of the conversation (e.g., "Customer satisfaction call").
Sub-Category: The more specific sub-topic of the conversation (e.g., "Quick resolution").
Agent: Information about the agent who last spoke with the customer.
Resolution: Information on whether a solution was provided to the customer's issue in the previous conversation (Yes, No, Neutral).
Sentiment: An emoji-based analysis showing the customer's sentiment in the last conversation (Positive, Negative, Neutral).
After gaining preliminary information about the customer in light of this data, click the green "Accept" button to answer the call or the red "Reject" button to decline it.
4. Tips and Best Practices
Data Scope: This feature retrieves analysis data for calls made from June 16, 2025, onwards. No analysis results will be displayed for conversations before this date.
If No Analysis is Found: If the caller does not have a conversation within the last year that has been analyzed by artificial intelligence, you will see an informational message about the situation in the "Last Conversation Details" section.
5. Related Features
CX Insights: This feature is a direct part of Call Center Studio's CX Insights module. The analysis of the last conversation is made possible by the more comprehensive customer experience and sentiment analysis capabilities offered by CX Insights. If the CX Insights feature is disabled by your administrator, the "Last Conversation Details" feature will also be automatically deactivated.