Summarization and structured analytics

When Transcription Analytics is enabled for an account, Speechlytics analyzes the completed transcript and adds a summary plus structured conversation fields to the call result.

Summary types

The account chooses one of two analysis profiles:

Profile	Optimized for
Sales	Sales performance, objections, business value, buying signals, outcomes, and next steps.
Customer Support	Issue categories, urgency, resolution, follow-up requirements, retention risk, and service quality.

The selected type controls the prompt used to analyze new calls and how agent dashboards label and aggregate the result. Changing it affects future processing; it does not reinterpret previously stored calls.

Result fields

Completed call responses can contain:

• callSummary for the plain-language summary;
• callAnalysis for scores and structured analytics;
• topics and sentiments for classification results;
• analyticsScore for the normalized overall score.

Use GET /api/v1/calls/{id}/status for one call or GET /api/v1/analytics for paginated analytics. The exact shape is documented in the API reference.

Cloud and local processing

Deployments can use the configured cloud analysis path or a local Speechlytics Agent. The local path can also perform custom-question grading and sensitive-content analysis. Account and deployment switches must both allow local processing before it is used.

See Local LLM and summary types for prompt selection, prerequisites, and failure behavior.

Processing order

Summarization runs after transcription and, when enabled, after sensitive-content redaction. This prevents unmasked secrets from being passed into downstream keyword and analytics stages.

If analytics is disabled, the transcript can still complete successfully without callSummary or callAnalysis.