Manage and Create Insights

Versational uses the power of AI to find, extract and summarize the most important moments of your call so that you can save time. These moments are called Gems, which are automatically generated for every recording. Insights are labeled using our AI-Gems, your Topic Trackers, or you can create them yourself. This article will tell you how to manage and create those insights.

Manage Insights

Find insights for your recordings on the 'Gems' tab when you are on a 'Recordings' page. Here, you'll find:

1. A confirmed and unconfirmed tab. The number of insights found automatically will display on the unconfirmed tab. These are insights you haven't reviewed yet.
2.  All automatically-generated insights are labeled as a Custom Topic or Gem, helping you to understand what category they are in. The topics will come from any AI Topic Trackers you have configured, and the Gems will come from Versational's AI engine. 
   
3. Filters enable you to sort through your insights. In the example below, the Identified Needs Gem is selected for filtering.
4. You can confirm insights using the checkmark if you would like to save this insight for sharing, exporting and more. If it's irrelevant, you can remove it using the trash icon. 
   

Once you have confirmed insights, they will appear on the confirmed tab. You can manage and filter them on the confirmed tab in the same way.

Insights will appear highlighted on the right hand side. Unconfirmed insights will have a faint highlight and confirmed insights will have a more defined highlight. 

By double clicking an insight or selecting an insight on the transcript will show the insight in a pop-up window.

For unconfirmed insights, you can confirm the insight by:

1. Using the tick mark  - this means you'd like to keep it.
   
2. Using the pin button - this marks it as an especially important insight. You can sort it so that pinned insights are always displayed at the top for everyone to view.
   
3. Selecting a new Topic for it. If the Topic or Gem is incorrectly labeled, simply remove it or add an additional one and it will confirm the insight in this new category.
   

Confirmed insights work in the same way.

1. Edit the text in the insight by clicking inside the text  

2. Comment on it by clicking the comment icon and typing your comment

Easily export your insights by clicking the share button on the top right and selecting 'Export'.

From the export window, find the insights section and make sure it is toggled on to export your insights.

You can export these with or without the transcript.

If you toggle on the external version, you'll have the additional option to select which insights you want to export. This is especially handy for sharing with people outside your organization, so that you only share relevant information.

Create Insights

If you find something important in your recording not labeled as an insight already, you can manually create an insight by clicking and dragging on the insight text.

This will mark the text as a potential insight. The same popup for unconfirmed insights will display where you can confirm the insight using any of the above methods. 

Manually created insights will display in the confirmed tab among your other insights once confirmed.

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