Create AI trackers

Who can use this: Any team member

Available on: Gong Foundation

Required permissions: Manage AI Trackers

AI 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, AI trackers will find when customers say things like “Is there a cheaper option?” or “We need to stay within budget.”

AI 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 AI trackers

Monitor conversations more effectively with AI trackers that deliver:

• Effortless setup: Create a AI 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 AI tracker

Create a new custom AI 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 AI tracker.

   

Customize your AI tracker:

The screenshot below shows you the steps you need to take to build your AI 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.

   Note

   Duplication detection. Gong checks your question against existing AI trackers. If it finds similar trackers, a warning appears with the option to view them. Review the matching trackers to see whether one already covers the concept you want to track. This warning is informational. You can open a matching tracker, dismiss the warning, or continue creating your tracker.

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. When you select Calls and emails, the preview includes both calls and email threads.

   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. When you select Calls and emails, Gong samples both 50 calls and 50 email threads and shows the results in the right pane. Email results include the subject line, sender, and detected concepts. Select an email result to view the full thread context. Each result includes relevant details, such as the account, a summary of the tracked concept, or the email subject and sender.

   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 50 calls/ 50 emails or 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.

     • Set a Start date and End date to control when the tracker analyzes conversations and consumes credits. Trackers with a future start date are scheduled to begin running on that date. After the end date, the tracker automatically stops running.

       Note:

       A tracker’s status reflects where it is in its lifecycle:

       • Scheduled: The tracker is configured to start on a future date and isn’t analyzing conversations yet.

       • Published: The tracker is currently active and analyzing conversations.

       • Completed: The tracker reached its end date and stopped analyzing conversations.

       Existing trackers without start or end dates continue to run indefinitely. You can edit them to add lifecycle dates.

     • 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 available in AI Tracker settings, where you can view its lifecycle status and update its 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 AI tracker, click Example-based builder at the bottom of the page:

Note that example-based AI trackers is our legacy AI tracker builder, which is available only in English, and may not be available to all customers. The question-based AI tracker builder is now the default option. It is easier to use, does not require a minimum call volume, and is available in all languages.

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

Credits in AI trackers

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

What happens when your company runs out of credits?

When your company's credit balance reaches zero, all published question-based AI trackers are automatically paused. Paused AI 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 AI trackers.