AI Call Insights Workflow Design

Define and implement a workflow to capture insights from Gong call recordings and convert them into actionable advocacy, reference, and content opportunities within SlapFive.

1. Integration with Systems

Define integration points: - Gong (call insights) - Salesforce (activity tracking) SlapFive - campaign/member creation/stories created Customer Decision Required: Confirm systems and data flow.

2. Call Types & Triggers

Define which call types will trigger insight capture. Examples: CSM weekly check-ins, QBR/EBRs, executive sponsor calls, support meetings. Customer Decision Required: Select relevant call types to include.

3. Insight Categories

Define which insights to capture from calls. Group 1: Advocacy sourcing (interest, fit, matching) Group 2: Customer stories (success, use cases, quotes) Group 3: Dissatisfaction (risks, churn signals) Customer Decision Required: Confirm categories and prioritize focus areas.

4. Keyword & Phrase Identification

Define keywords or phrases that indicate valuable insights. Examples: 'accelerated ROI', 'reduced cost by X%', 'great reference'. Customer Decision Required: Provide keywords and phrases to guide AI detection.

5. Insight Capture Process

AI analyzes Gong recordings to: - Identify relevant quotes - Tag insights - Store structured data Customer Decision Required: Confirm capture rules and validation process.

6. Member & Company Handling

Define logic for entity creation: - Create member if not existing - Create company if not existing Customer Decision Required: Define matching rules and required fields.

7. Actions Triggered by Insights

Define what happens after an insight is captured: - Add to campaign - Create story - Request peer review - Invite to advocacy or reference programs Customer Decision Required: Select which actions should be automated.

8. Approval Workflow

Define approval process: - SlapFive admin receives notification - Approves or rejects action Customer Decision Required: Define approvers and approval criteria.

9. Outreach & Activation

If approved: - Notify contact owner - Request outreach for advocacy or reference programs Customer Decision Required: Define outreach messaging and timing.

11. Reporting & Measurement

Define success metrics: - Number of insights captured - Conversion to advocacy - Engagement rates