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Entities and structured facts

Speechlytics extracts structured facts from conversation text when the relevant analytics features are enabled. Depending on the processing profile, these can include people, organizations, products, numbers, issues, requested actions, and other domain-specific details.

Recorded conversations​

Named-entity recognition and extended analytics run after transcription. Results are included in the structured call analysis rather than returned by a separate public endpoint. Use GET /api/v1/calls/{id}/status and inspect callAnalysis in the API reference.

Live conversation state​

Live Conversation State maintains a running set of:

  • conversation stage;
  • issues raised;
  • named entities;
  • requested actions;
  • resolved and unresolved items.

It depends on Live Sentiment & Intent and supplies context to Live Summary and Agent Coaching. The state is updated throughout the call and is available through live events when the Events API is enabled.

Custom extraction​

Use Custom Questions when you need account-specific facts or compliance checks. Each question can return a pass/fail verdict, transcript evidence, a detected name, and additional structured details.

Entity extraction reflects what is present in the transcript. Audio quality, speaker separation, and recognition accuracy directly affect the result.