AI & Call Intelligence
Add transcription and structured analysis to recorded calls.
Thirdlane can transcribe recordings and pass the resulting text to a configured AI service for summaries, sentiment, categorization, action items, entity extraction, quality scoring, and compliance checks. Administrators choose the provider, model, and analysis types that apply.
Available analysis
Each analysis type is enabled independently for an AI analysis service. Results remain associated with the recording that produced them.
Transcription
Attach server-generated transcripts to recordings and request supported voice-message transcription from Connect.
Call summaries
Generate a concise summary of a completed recording and make it available from recording details.
Sentiment and categorization
Classify configured recordings by sentiment and by categories defined for the service.
Actions and entities
Extract follow-up actions and structured entities from a transcript for review or downstream use.
Quality and compliance checks
Evaluate recordings against configured quality and compliance instructions, with results available for human review.
Provider and model choice
Configure OpenAI, Gemini, Anthropic, or an OpenAI-compatible service and select supported models and analysis options.
Operate AI as a configurable service
AI analysis services store provider, model, endpoint, and enabled-analysis settings in the platform. Supported providers can return their available models so administrators do not have to maintain a separate model list.
Transcription and text-to-speech are configured separately. In addition to supported speech providers, custom executable adapters can be used for those two speech functions.
AI call analysis — frequently asked questions
What is AI call analysis?
AI call analysis converts a recorded-call transcript into structured results such as summaries, sentiment, categories, action items, entities, quality scores, and compliance checks.
Can I choose the AI provider and model?
Yes. Administrators configure the supported provider, model, endpoint, and analysis types used by each AI analysis service.
Does AI call analysis replace human quality review?
No. Analysis results remain associated with the recording and are available for human review against the organization’s own quality and compliance requirements.
Review the AI workflow with your own requirements.
Discuss recordings, transcription, analysis types, provider options, and licensed usage with our team.