AI Copilot is a comprehensive call analysis tool that evaluates each call by analyzing various conversation parameters. It offers AI-powered call transcription, voicemail transcription, key topics analysis, call summaries, a custom topic tracker, sentiment analysis, and talk ratio analysis. After evaluating calls, it generates personalized coaching insights, providing agents with continuous and customized coaching. Additionally, it features a smart dashboard for easy monitoring and management of all call-related data.


What is the use of this feature?


AI Copilot is beneficial for enhancing the productivity of support and sales teams. It integrates AI-driven insights to improve call performance, automate workflows, and extract valuable data from customer conversations. Key features include sentiment analysis, which helps gauge customer emotions during calls, and topic extraction, which identifies common issues or themes. Additionally, the AI tracks the talk-to-listen ratio to optimize communication and provides a performance rating for each call, ensuring continuous improvement in customer service

These features streamline business processes and boost overall efficiency in communication

Introduction to AI Copilot:

Smart Dashboard: The AI Copilot Dashboard offers a comprehensive overview of user calls. It includes sentiment analysis to gauge customer satisfaction during conversations. The dashboard identifies key moments and extracts topics discussed to highlight recurring themes and concerns, providing valuable insights into customer preferences, pain points, and trends. Additionally, it provides agent analytics that measure customer sentiment, customer satisfaction, and the average call score for each call.



Call Summary and Call Transcription: AI Copilot offers a detailed summary of each call, capturing key points and outcomes succinctly. In addition to the summary, it provides a complete transcription of the entire conversation, allowing for an in-depth review and analysis of the dialogue. This dual feature ensures that users can quickly grasp the essential elements of the call while also having access to the full transcript for more comprehensive insights and follow-up actions.



Custom Moments: A moment name is a broader term connected to your keywords. For instance, "Marketing" could serve as the moment name, encompassing all marketing-related terms such as content marketing, demand generation, and SEO.



The Team Calls section in AI Copilot gains the flexibility to filter Teams options for enhanced analytics. The "Call Duration" filter enables users to sort calls by duration, with a minimum (default: 0 minutes) and maximum (default: 90 minutes), ensuring values remain within the 0 to 90 minutes range through validation.


Contact Name: A new "Contact Name" column, besides the Client column, displays the contact names.



Additionally, date range selection is limited to 30 days, with automatic adjustments and a notification for ranges exceeding the limit. 




Please note the following:

  • The CallHippo AI add-on is applied on a per-user basis. 

  • All users can access the CallHippo AI dashboard.

  • Call Recording must be enabled on your numbers for the AI Copilot to work.

  • If any changes are made to the subscription, the CallHippo AI add-on count will automatically update to match the total user count.

  • In "My Calls," data is only shown for the user who is logged in. The "Team Calls" section is visible only to the owner or admin.

  •  Either the Owner, Admin, or Manager role can access and view all team members' calls. The "Dashboard user" role does not have access to this information.



Frequently asked questions:


Q: What do I need to enable before AI Copilot can start analyzing my calls?
A: You must enable Call Recording on your phone numbers. Without call recordings, AI Copilot cannot generate transcriptions or insights.

Q: Why can’t my team member see the “Team Calls” section in AI Copilot?
A: Only users with the Owner, Admin, or Manager role can view the “Team Calls” section. Standard users and Dashboard users do not have access to team-wide call data.

Q: I’m an agent, but I can’t see anyone else’s calls—why?
A: In the “My Calls” section, you’ll only see your own call data. Access to team members’ calls is restricted to Owner, Admin, or Manager roles.

Q: I selected a date range for viewing calls, but not all calls are showing up—what’s wrong?
A: The AI Copilot dashboard only allows a date range of up to 30 days. If you select a longer range, the system will auto-adjust it and show a notification.

Q: How do I know if AI Copilot is actually analyzing my calls?
A: Once a call is recorded, you’ll see features like sentiment analysis, call summary, transcription, and performance score appear on your AI Copilot dashboard.

Q: What kind of coaching insights does AI Copilot provide after a call?
A: AI Copilot generates personalized coaching suggestions based on call performance, sentiment, talk-to-listen ratio, and key discussion points, helping agents improve continuously.


I hope this helps. If you still face any queries, please feel free to reach out at [email protected]