Identify areas of your calls that require attention via the Points of interest panel on the left side of the call page. Without even listening to the call, you get key insights into what went on. For example, find out whether there were explicit action items, what types of questions were asked, which trackers were detected, and more.
Clicking on Points of Interest open a pane on the left where you'll see action items, questions, keyword trackers and filler words, if they appear in the call.
If we identify any of these points of interest during a call, they'll will be highlighted in this pane with a tag. Click on the tag and you'll see the relevant snippet. Click on the snippet and you'll be taken to the place in the call when that point of interest was mentioned.
We automatically detect action items discussed during a call, making it easier for you to stay on top of things. (For calls in English, only.)
Under-the-hood: Sentences are classed as action items based on machine learning. Each sentence is analyzed word for word, and marked as an action item based on a set of soft rules backed by guidelines identified through experience.
Use the thumb up / thumb down to let us know if what we've marked is accurate.
We automatically identify and group any questions asked during a call, according to each side of the call.
The purple tag shows the number of questions asked by your side of the call. The pink tag shows the other side.
Click on either label to see the specific questions that were detected. Click on any snippet and go that moment in the call.
Trackers identify when important words, phrases or concepts are mentioned in your calls, allowing you to surface the parts of your conversations that matter most. Once a tracker is set up, we automatically detect its location in the call, and show when it appears.
Click on any tracker label to see the snippet where the tracker was detected. Click on any of the snippet and go to that moment in the call.
Filler words are words that don't add any value to a conversation, and are used excessively by the host. Filler words that Gong looks for in calls are common, "meaningless" words that people use in conversation instead of pausing or hesitating when they speak. We don't have solid evidence for the effect of these words on the call outcome, though it might exist for some companies, but it's important to be mindful of them. We only highlight the use of these words when they are used excessively by the call host.
How it works
Before highlighting filler words, Gong gauges the use of the word and takes into account:
How often the filler word is said in the call
How much more frequently it's said relative to its general prevalence in the language
We consider both the absolute and relative prevalence of a term, and only highlight terms that pass a threshold based on our formula. For example:
People rarely use the term "at the end of the day". If someone uses it 2x more than other people, it will hardly be noticed. However, if someone uses it 10x more than other people, it will be noticed, and we'll mark it as filler word in a call.
People often use "like" as a filler word. If someone uses it 2x more than other people, it will be very noticeable.
Um, uhh, hm are vocalized pauses, not filler words. We identify them in calls, in order to improve transcript readability by omitting them, but we don't highlight them in the Points of Interest tab.
Here is a list of filler words we detect: