AI Call Analysis Software: How Adrentech Inform Turns Every Call Recording Into Answers

Anita

October 2, 2026

AI Call Analysis Software: How Adrentech Inform Turns Every Call Recording Into Answers

AI call analysis software listens to every customer call, transcribes it, and extracts structured facts: why the customer called, whether the issue was solved, what was sold or cancelled, and how the agent performed. Adrentech Inform is an AI call analysis platform that does this for 100% of your recordings and lets managers ask questions about the results in plain English.

Many contact centers still review only a small sample of calls by hand, often 1–2%. The rest hold the answers to the questions leadership keeps asking: Why is call volume up? Why are customers cancelling? Which calls could have been self-service? This guide explains how AI call analysis works, what Inform extracts from each call, and how teams use it to make decisions.

Table of Contents

Key takeaways

Inform transcribes and analyzes every call, not a sample.
Each call becomes structured data: call reasons, outcomes, sales, retention, pain points, compliance and automation potential.
Managers ask questions in plain English and get numbers backed by the calls behind them.
Sensitive data such as card numbers and Social Security numbers is masked in transcripts.
Reports run on demand or on a schedule and arrive by email.

What does Inform extract from each call?

Inform turns every recording into more than 50 measurable data points, grouped into eight areas. Each one can be counted, ranked, trended over time or broken down by agent, workqueue or team.

Area	What Inform measures
Call reasons	Primary and secondary call reasons, call drivers, topics, recurring issues, outage reports
Resolution	Whether the issue was solved, escalations, callback requests, transfers
Sales	Sales outcomes, sales intents, objections, acceptance factors, qualification gaps, lead sources, customer segments
Retention and churn	Retention outcomes, cancellation reasons, churn risk, churn indicators, cases where retention was not attempted
Customer pain points	Pain-point categories, descriptions and severity, negative service categories, positive feedback
Agent quality	Policy adherence, empathy, proactive solutions, automated per-call evaluation reports
Compliance and verification	Identity verification outcomes, manual verification, caller types
Self-service and automation	Self-service-eligible calls, failed self-service attempts and why, automation intents, recommended self-service channels

Automated agent evaluations (AIR reports)

Inform's Agent Interaction Reports (AIR) score calls against your own evaluation form. You define the sections and questions; Inform answers them for each call, cites evidence from the transcript, and verifies each section before the score is saved. Reports can cover a single call, a list of calls, a workqueue or a queue group such as "Sales Closers". A joint summary then rolls many calls into one executive view.

Transfer-aware call segments

One recording often contains two or three conversations: a first agent, a transfer, and a specialist. Inform detects these customer–agent segments and analyzes each one separately. A retention call that started in billing is scored as a retention conversation, and each agent is credited only for their part of the call.

Accurate transcripts, with sensitive data masked

Inform transcribes calls with Whisper-based speech recognition and identifies who is speaking (agent or customer). Before analysis, it masks card numbers, CVV codes, expiry dates and Social Security numbers. A custom vocabulary corrects product names and industry terms the speech model gets wrong.

How does AI call analysis work in Inform?

Inform runs every call through a five-step pipeline, from raw audio to an answer a manager can act on.

Ingest. Recordings and call metadata (agent, workqueue, call path, DNIS) are imported automatically from your telephony platform.
Transcribe. Speech is converted to text, speakers are labeled, sensitive data is masked and custom vocabulary is applied.
Analyze. A large language model reads each call and fills in structured fields: call reason, outcome, sales, retention, pain points, compliance and automation potential. Values are normalized to a shared vocabulary, so "cancel my plan" and "close my account" count as the same reason.
Index. Transcripts are stored in a vector search index, so you can find calls by meaning, not just keywords.
Answer. Managers ask questions in chat, build reports, or subscribe to scheduled reports by email.

Ask your calls a question in plain English

Inform's chat answers questions such as:

"What were the top 5 call reasons last week, by workgroup?"
"Why did cancellations go up in September compared with August?"
"Which agents have the lowest policy-adherence rate on retention calls?"
"Show me calls where customers mentioned an outage."

Each answer is computed from your call data, not guessed. It shows the numbers, the period and filters used, and links to the example calls behind them. Suggested follow-up questions are checked against your data before they are shown, so every suggestion can be answered.

Who uses Inform, and for what?

Inform is built for contact-center leaders, quality teams, sales and retention managers, and executives who need facts from calls without listening to them.

Team	Typical question	What Inform delivers
Operations	Why is call volume rising?	Call reasons and drivers trended by week, with new issues and outages flagged
Quality assurance	Is every agent following policy?	AIR evaluations on 100% of calls, with evidence quotes
Retention	Why do customers cancel, and did we try to save them?	Cancellation reasons, churn risk and missed retention attempts by agent
Sales	Why do prospects say no?	Objections, acceptance factors and qualification gaps by lead source
Digital and CX	Which calls should be self-service?	Self-service-eligible calls, failed self-service attempts and the best channel for each intent
Executives	What changed this month and why?	Scheduled summary reports delivered by email

The self-service data pairs well with Adrentech's norm knowledge platform and Vira virtual assistant: Inform shows which calls can be automated, and those products automate them.

AI call analysis vs. manual QA vs. keyword speech analytics

Manual QA is accurate but tiny; keyword speech analytics is broad but shallow. AI call analysis gives you both coverage and understanding.

	Manual call QA	Keyword speech analytics	AI call analysis (Inform)
Calls covered	Small sample, often 1–2%	All calls	All calls
Understands context	Yes	No — matches words and phrases	Yes — reads the whole conversation
Finds the call reason	Yes, by hand	Only if the right keyword is set up	Yes, automatically, with a normalized vocabulary
Handles transfers	Reviewer judgment	Whole call only	Separate analysis per segment and agent
How you get answers	Spreadsheets and reviewer notes	Dashboards and query builders	Plain-English questions, reports and email subscriptions
Time to a new report	Days	Hours to days	About 1 minute

For a vendor-by-vendor view, see our SpeechMiner alternative comparison.

Benefits of analyzing 100% of calls

Find the real reason for call volume. Call reasons and drivers trended week by week show what changed and when.
Reduce churn. See every cancellation reason and every call where no retention offer was made.
Coach agents fairly. Every agent is scored on all of their calls with the same form, not on a few random ones. Adrentech targets a 30% improvement in agent scores.
Cut avoidable calls. Identify calls that self-service could have handled and the reason self-service failed.
Give executives answers, not dashboards. Scheduled reports land in the inbox; questions get answered in chat. See also what an executive dashboard should show and the call center dashboard metrics that matter.
Protect customer data. Sensitive numbers are masked before anyone reads a transcript, and access is limited by team and workqueue.

Frequently asked questions

What is AI call analysis?

AI call analysis is the use of speech recognition and large language models to transcribe customer calls and extract structured information from them, such as call reason, outcome, sentiment, sales and agent compliance. Unlike keyword speech analytics, it reads the full conversation and understands context.

What is Adrentech Inform?

Adrentech Inform is an AI call analysis and reporting platform for contact centers. It analyzes 100% of call recordings, scores agents with automated evaluation reports, and answers business questions asked in plain English.

Can Inform analyze every call, not just a sample?

Yes. Inform transcribes and analyzes every recording it receives, so reports reflect all calls rather than a 1–2% manual sample.

How does Inform find why customers call?

Inform's AI reads each transcript and records a primary and secondary call reason. Reasons are mapped to a shared vocabulary, so the same issue phrased differently is counted once and can be trended over time.

Does Inform evaluate agents automatically?

Yes. Agent Interaction Reports (AIR) score each call against your own evaluation form, with evidence from the transcript. Scores can be grouped by agent, workqueue or team.

How does Inform handle transferred calls?

Inform splits a recording into customer–agent segments and analyzes each segment separately. Each agent and workqueue is measured only on their part of the conversation.

Is customer data protected in transcripts?

Inform masks credit card numbers, CVV codes, expiry dates and Social Security numbers in transcripts before analysis. User access is limited by team and workqueue.

Can Inform show which calls could be automated?

Yes. Inform flags self-service-eligible calls, records why self-service failed, and recommends the right channel for each intent — data you can use with Adrentech norm or Vira.

Can I get reports by email?

Yes. Any report can be scheduled as a recurring subscription and emailed to stakeholders. Subscriptions are unlimited.

See Inform on your own calls

The fastest way to evaluate AI call analysis is on your own recordings. Book an Inform demo and we will show you call reasons, churn drivers and agent evaluations from your data — or contact the Adrentech team with your questions.

AI Call Analysis Software: How Adrentech Inform Turns Every Call Recording Into Answers

AI Call Analysis Software: How Adrentech Inform Turns Every Call Recording Into Answers

Key takeaways

What does Inform extract from each call?