Call transcription and real-time sentiment analysis
Important
This content is archived and is not being updated. For the latest documentation, go to Overview of Dynamics 365 Customer Service. For the latest release plans, go to Dynamics 365 and Microsoft Power Platform release plans.
| Enabled for | Public preview | Early access | General availability |
|---|---|---|---|
| Users by admins, makers, or analysts | - | - | 
Nov 1, 2021 |
Business value
Customer service agents often need to take notes while helping customers during a phone call. Call transcription converts a phone conversation into written words, which can help reduce the amount of notes an agent needs to take and helps with accessibility. Furthermore, sentiment analysis examines the conversation and identifies the general sentiment or mood of the customer, such as whether they’re slightly angry or very disappointed, for example. Call transcription and sentiment analysis are used by the system to proactively analyze cases and provide agents with suggestions for how to resolve issues.
Feature details
Call transcription converts a phone conversation into written words and then stores them as plain text while the call is in progress. Sentiment analysis tags a sentiment on the top of a conversation, and is continually updated as the conversation evolves.
Call transcription and sentiment analysis are included out-of-the-box, with no additional setup or configuration required.