With all the excitement, confusion, and hype around AI, it's tough to cut through the noise and figure out what works and what's worth investing in. On Always On CX:EX, host Sarah Skidd, product marketing manager at Voca by AudioCodes, talks with Jon Zoltie, an AI and contact center expert, to talk about using AI at the end of the call.

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They break down the practical steps: turning on call recording, getting accurate transcription, unlocking AI summarization, and adding AI sentiment analysis. Using a university handling a million calls a year across IT, enrollment, financial aid, and campus security as an example, they show how customized AI summaries, AI sentiment analysis, and seamless CRM integration give agents, supervisors, and leadership the clean, structured insights they need—all while keeping the customer and employee experience front and center.

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Guest Bio

Jon Zoltie is an expert in AI and contact centers.

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What We Cover

1. Why call wrap-up is the most logical next step in your AI journey after conversational IVA
2. How manual wrap-up work—racing against KPIs and typing notes mid-call—creates inconsistent, subjective data that leads to weak insights
3. Why turning on compliance call recording is step one, so AI can access your conversation data
4. Using accurate transcription as the foundation that unlocks everything else
5. Adding custom AI summarization to turn massive transcripts into quick overviews, bullet points, and clear action items
6. Tailoring AI summaries by department so each team gets relevant information
7. Using AI sentiment analysis to understand not just what was said, but how it was said—tracking customer mood and spotting both frustration and delight
8. How AI summaries and sentiment analysis free up agents to focus on customers, give supervisors quickly scannable data, and provide leadership with structured, objective insights that inform strategy
9. Pushing conversation data, AI summaries, and sentiment straight into your CRM or database—Salesforce, HubSpot, Power BI—with one click

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Resources Mentioned

1. Voca, at AudioCodes
2. Salesforce (CRM)
3. HubSpot (CRM)
4. Power BI
5. Microsoft Teams contact center

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Get Started with Voca CIC

👉 Start a free trial of the Voca Conversational Interaction Center for 30-days: https://voca.audiocodes.io/signup

👉 Learn more about AudioCodes Voca CIC: https://www.audiocodes.com/solutions-products/voiceai/voca-conversational-interaction-center