Honestly, the biggest win for me is not having to sit through whole call recordings anymore. I open a conversation, and the key points are already pulled out: what the customer wanted, what worried them, and what was agreed next. For someone who checks a lot of customer interactions in a day, that's a real relief.
I also like that it shows repeat patterns across conversations. When the same question or complaint keeps coming up, you spot it quickly instead of finding out weeks later. And since it sits inside Salesforce, there's nothing new to learn or switch to. My team started using it with almost no hand-holding. Review collected by and hosted on G2.com.
The summaries are good, but they sometimes miss context. If a customer is being sarcastic, or a long conversation jumps between topics, the key points can come out a bit flat or slightly off, so I still end up double-checking important calls myself.
I'd also like more control over what it picks up. Right now it's hard to tell it to focus on specific things, like pricing objections or renewal risks, without extra setup. And the more conversations you run through it, the more the quality of the data in Salesforce matters. If records are messy, the insights reflect that. Review collected by and hosted on G2.com.