Overview

AI On-Demand Post-Call Analytics enables IXCloud users to request AI outputs for selected recordings directly from the IXCloud interface. This on-demand approach helps compliance and operations teams accelerate review, triage, and follow-up without requiring analytics to run across every call.

Functionality

In the current release, AI On-Demand Post-Call Analytics supports:

• Call summaries to reduce time spent replaying recordings during review workflows.
• Sentiment analysis to help teams prioritize which calls may require attention.
• PII redaction to remove sensitive identifiers from post-call outputs for safer internal handling and review.

How It Works

Users browse recordings in IXCloud and request AI outputs for the calls they choose. Outputs are generated after the request and made available for review workflows within IXCloud.

Use Cases

• Compliance review and audit preparation: generate summaries and apply PII redaction on selected calls to accelerate review.
• Supervisor review: quickly assess escalations or sampled calls using summaries and sentiment.
• Targeted investigations: apply AI outputs to specific call sets tied to an incident window or review queue.
• Pilot and controlled rollout: start with selective usage to validate value before expanding adoption.

Compliance Significance

• Supports faster, more consistent review workflows while maintaining controlled governance over recorded interactions.
• Helps reduce exposure of sensitive identifiers in post-call review artifacts through PII redaction.