Call Transcription and Sentiment Analysis
AI Phone System · Understand your calls
Call transcription turns every recorded call into text you can read and search. Sentiment analysis goes a step further: the AI flags how the caller sounded, so calls with an unhappy customer stand out on their own. Together they let you find the conversations that matter without listening to hours of audio.
What it does
Every recorded call becomes searchable text. Instead of scrubbing through audio to find the moment a customer confirmed a price or asked for a change, you search for it and read it. What was said on a call stops depending on anyone's memory.
Sentiment analysis reads the conversation and flags how the caller sounded. A frustrated customer, a complaint that got heated, a caller who hung up unconvinced: those calls surface on their own. You hear about the problem from your phone system, not from a one star review a week later.
The same flags point at coaching moments. A manager can go straight to the calls worth reviewing, see what went wrong or what went right, and use real conversations to train the team. Nobody has to sample calls at random or listen to every one.
How it works in Voxtell
Call recording with transcripts is part of the flat Voxtell AI Phone System plan: $25 per user per month billed annually, or $32 month to month. AI Sentiment Transcription is an add-on at $0.006 per minute, and it adds the sentiment layer: the AI reviews your recorded calls and flags the ones where the caller sounded unhappy, so you know exactly where to look.
Setup is white glove. Voxtell's in-house team in Orlando configures it with you: which teams and lines record, who reviews flagged calls, and how transcription fits the way your business already handles calls. If you are switching from another phone system, migration is included too.
It also fits naturally with the rest of the plan. The AI Receptionist, included with 100 AI minutes per account each month, answers routine calls in English or Spanish, while transcription and sentiment cover the conversations your team handles. Between the two, you get coverage on the front of the call and visibility after it.
How businesses use it
Restaurants
A pizzeria owner cannot listen in during the dinner rush. Afterward, flagged calls show which phone orders went sideways: a wrong read back, a long hold, a caller who gave up. The owner reviews those few calls, fixes the script, and coaches the newest person on the phones.
Realty
A broker managing a busy team wants to know why some leads go cold on the phone. Sentiment flags the calls where buyers sounded frustrated, and transcripts show exactly what was said about a listing. Voxtell realty customers include The Keyes Company and a Walt Disney World Resort community.
Logistics
A customer disputes what was promised about a delivery window. Instead of replaying calls across terminals, the dispatcher searches the transcript and reads the exact commitment in seconds. One Voxtell logistics customer runs 15 locations, and every one works from the same record of the call.
Pet grooming
At a shop like Woof Gang Bakery and Grooming, the front desk books appointments between clients. Flagged calls show when a pickup ran late or a pet parent hung up annoyed, so the manager follows up the same day instead of finding out in a review.
County health
A public office fields more calls than any supervisor could ever audit by ear. Sentiment flags the calls where residents sounded confused or upset, and supervisors review just those. Staff training gets built on real conversations, not guesses.
Vehicle wrap shops
Quotes happen over the phone, and a month later a customer remembers a different number. The shop searches the transcript, reads back what was quoted, and settles it in one call. Flagged calls also show when a customer waiting on a job is starting to lose patience.
Best practices
- Review flagged calls first. A handful of calls the AI marked as unhappy tells you more than an hour of random sampling.
- Search the transcript before you call a customer back, so you rejoin the conversation knowing exactly what was said and promised.
- Treat every flagged call as a save opportunity. A frustrated caller you reach today is a customer; the same caller ignored for a week is a bad review.
- Use real calls for coaching, and pair a rough call with a strong one so the team hears the difference, not just the criticism.
- Be open with your team that calls are recorded and reviewed for coaching. It works best as a shared tool, not a surveillance program.
- Start with your busiest customer-facing line, learn from what the flags surface, and let Voxtell's team help you extend it from there.
Common questions
Related features
All featuresCall Recording
Every conversation recorded and searchable, for coaching, disputes, and compliance.
Call Analytics and Reports
Call history, queue statistics, and scheduled reports that show how your phones perform.
AI Receptionist
Answers every call 24/7, handles common questions, and routes the rest to a person.
See Call Transcription and Sentiment Analysis working for your business
Book a demo and we will set it up around your actual call flow. White glove, from the first hello.