AI-Powered Speech Analytics Features: Conversation Risk, Activity Summaries, Notes & Actions

Luware Recording uses AI to analyze your recorded conversations automatically, producing summaries, notes, and risk indicators without anyone having to sit through the full recording. The result is faster review and far less manual note-taking, which matters most across high call volumes where reading every transcript simply isn't realistic.

Conversation Risk

Conversation Risk analyzes recorded conversations automatically to surface potentially risky content, giving supervisors and compliance teams a way to flag calls that warrant a closer look before they become a problem.

There are two types of risk indicator:

• Risk Notifications: flag specific trigger words or phrases drawn from a predefined list, known as a Bag of Words. They appear in the application with a white exclamation mark icon (⚠).
• Contextual Risks: a Large Language Model (LLM)-powered layer that sits on top of Risk Notifications. Rather than flagging a phrase on sight, it weighs the surrounding conversation to judge whether the phrase genuinely represents a risk, and it records the reasoning behind that judgement. These are marked with a dark exclamation mark icon.

Finding conversations with risk

Two options let you spot risk across many conversations at once, rather than opening them one at a time.

In the conversation search results, add any of these columns from the Conversation List Layout Configuration menu:

• Has Any Risk / Has Contextual Risk: whether a conversation contains any flagged risk
• Contextual Risk Categories / Risk Notification Categories: the types of risk identified

You can also filter on these fields from the Advanced Search Options or the Analytics filter pane to jump straight to conversations carrying a specific risk type.

How to view risk details for a conversation

Open a conversation in the Player.

Check the header bar, which indicates whether risk was detected on the call.

Look at the waveform. Risk icons sit at the exact points where each risk occurred; double-click an icon to jump to that moment.

Open the Risk tab for the full list, organized by type, severity, and time.

The Risk tab shows the trigger phrase together with its surrounding context for every risk. Where Contextual Risks are enabled, each entry also carries an enhanced summary and the LLM's rationale for the flag. Use the Only Contextual Risks button to hide plain Risk Notifications and concentrate on the contextual results.

Both risk features are powered by Verint Communications Analytics, which passes conversation transcripts through an LLM to produce these results.

Conversation Activity Summaries

Conversation Activity Summaries condense a full recording into a short, readable overview. Instead of working through an entire transcript, open the Summary tab in the Player and read what the LLM identified as the substance of the call.

Two summary types are available, and which one you see depends on how your organization has configured your role:

• Compliance Insights: a summary focused on compliance-relevant content
• Financial Insights: a summary tailored to financial services conversations

How to view a Conversation Activity Summary

Open a conversation in the Player.

Select the Summary tab.

If a summary has been generated for the conversation, it appears there.

Conversation Notes and Actions

Conversation Notes and Actions read the transcript and pull out what's worth keeping: the key points and the follow-ups. This is most useful after meetings or longer calls, where the important detail is easy to lose in a wall of transcript text.

Two outputs are generated:

• Meeting Minutes: a structured summary of the key points discussed
• Meeting Actions: a list of the action items identified during the conversation

How to view Notes and Actions

Open a conversation in the Player.

Select the Notes and Actions tab.

Any meeting minutes and actions generated for the conversation appear there.

Receiving summaries, notes and actions by email

Summaries, minutes, and actions don't have to stay inside the Player. If your administrator has enabled it, Luware Recording can email them to you once a conversation has finished processing. Ask your Luware administrator to set this up for your account.

You can opt in or out of each of the following independently:

• Activity Summary - Wealth Management / General Summary
• Activity Summary - Compliance Summary
• Meeting Minutes
• Meeting Actions