Create smart trackers

Who can use this: Any team member

Available on: Gong Foundation

Required permissions: Manage AI Trackers

Smart trackers are advanced AI models that uncover key concepts in your conversations using simple, natural language questions, recognizing intent no matter how it’s phrased in the conversation. For example, if you want to track budget concerns, smart trackers will find when customers say things like “Is there a cheaper option?” or “We need to stay within budget.”

Smart trackers drive better outcomes by enabling your team to:

• Detect key concepts and customer sentiment, however they’re expressed.

• Track conversational topics, not just phrases or keywords, for richer insights.

• Spot customer concerns, measure rep effectiveness, monitor product reception, and identify trends early, for viable business results.

Key features of smart trackers

Monitor conversations more effectively with smart trackers that deliver:

• Effortless setup: Create a smart tracker in minutes using natural language.

• Global reach: Works across multiple languages for flexibility across teams.

• Universal access: Available to all customers, as no minimum call volume required.

• Latest AI-powered accuracy: Generates fast and accurate insights into customer needs.

Create a custom smart tracker

Note:

These instructions are for question-based smart trackers. To see instructions for the original smart tracker builder, see create and manage example-based smart trackers.

Create a new custom smart tracker:

1. Go to Admin center > Agent Studio.

2. Hover over AI Tracker and click Settings.

3. In the AI Tracker settings page, click +New tracker, and select Smart tracker.

   

Customize your smart tracker:

The screenshot below shows you the steps you need to take to build your smart tracker:

1. Choose how to build your question:

   1. Use question builder (default): Construct a question by selecting from predefined phrases for three individual sections.

   2. Write a free-text question: Write your own question about what happened in the conversation, using natural language.

2. Ask a question about something that happened in the conversation.

   1. Question builder: Select from the fixed word choices, then add your own topic if needed.

      

   2. Free-text: Type your question directly.

      

3. Provide extra information to improve tracking accuracy.

   1. Question builder: Gong autofills this section. Review it and edit, add, or replace details. (Some elements will always need replacing, such as Competitor, Solution, or Integration names).

      

   2. Free-text: Enter any additional details.

      Note:

      Switching from the question builder to free-text carries over any pre-filled details (see step 3). Switching back to the question builder restores your original selections.

4. Choose which side of the conversation you want to track: Our rep (your side); Customer; Any party.

5. Refine your question with in-app AI suggestions.

6. Choose where to track it. The estimated credit usage shown here is based on your selected settings.

   

   1. Type of conversation: Calls or Calls and emails.

   2. Filters: Click Edit filters to refine your results, for example, by participants, account name, call title, emails, or internal vs. external calls. Click + Add filters to add other filters.

   3. Part of call: Default is Anytime, which includes the entire call. Change to the First or Last X Minutes or Percent, if needed.

7. Click Preview results to test your tracker. Gong samples 100 random calls and shows results in the right pane. Each includes meeting details, such as account, and a summary of the tracked concept.

   1. Click Based on X mentions to view the relevant conversation snippets.

   2. Scroll to the bottom of the list to search beyond the initial 100 calls.

   3. If you’re not satisfied with the results, adjust the question, details, or filters, and preview again.

8. When you’re satisfied with the results, you have two options:

   • Click Save: Name the tracker and save it. You’ll find the tracker in your AI Tracker settings page, with the label Draft, until you publish it. Click Edit when you’re ready to publish it.

   • Click Publish:

     

   • Name the tracker and choose settings:

     • Apply only to upcoming calls, or include calls from the past 1,3,6 months or 1 year. The estimated credit usage shown here is based on your selected settings.

     • Decide whether to collect the calls in a stream and set up when to be notified.

If you set up a stream, click Notify others to manage stream details.

Your tracker is now easily found in AI Tracker settings. You can view tracker results in the following places:

• Search page

• Team stats

• Streams

• Initiative boards

• Calls API

• Calls CSV

• Playbooks

• Deal activity panel

Note:

If you want to create an example-based smart tracker, click Example-based builder at the bottom of the page:

Learn how to review, edit, republish, unpublish, and delete smart trackers in your workspace.

Credits in smart trackers

Question-based smart trackers consume Gong credits based on the amount of call and email data analyzed. You can create and publish smart trackers as needed, but smart tracker configuration affects overall credit consumption. To optimize smart tracker usage, apply filters and regularly review active smart trackers.

What happens when your company runs out of credits?

When your company's credit balance reaches zero, all published question-based smart trackers are automatically paused. Paused smart trackers stop analyzing new conversations, but their configuration and existing results are preserved.

After your company purchases additional credits, paused trackers must be republished before they resume analyzing conversations. For instructions, see Manage smart trackers.