Which feature does ECI use to highlight significant points in conversations?

The feature that ECI (Einstein Conversation Insights) uses to highlight significant points in conversations is Automatic or Custom Insights. This capability allows ECI to analyze conversations in real-time or through post-interaction analysis to identify and highlight key themes, sentiments, or important topics that emerge during discussions.

Automatic Insights leverage machine learning to pinpoint recurring themes or areas that require attention, enabling organizations to focus on critical aspects of customer interactions. Custom Insights can be tailored to specific business needs or objectives, allowing users to define what is deemed significant in the context of their specific operations or goals.

In contrast, while keyword filtering can help identify specific terms or phrases in a conversation, it does not provide the comprehensive analysis needed to highlight overarching trends or insights. Manual note-taking requires human intervention and may vary in comprehensiveness, potentially leading to missed significant points. Audio enhancement tools improve sound quality or clarity of recordings but do not contribute to the analysis of the content of conversations.

Thus, Automatic or Custom Insights stands out as the most effective feature for highlighting significant points within conversations, offering actionable information derived from extensive data analysis.