Phrase Matching

Fastcall > Training Resources > Administrator Guide > Module – Fastcall Phone Features > Phrase Matching

This new feature allows your team to automatically analyze call transcriptions against predefined phrase sets, helping you uncover insights faster and more efficiently than ever.

Key Features & Benefits

Automatic Phrase Detection: The system scans every call transcription for the phrases you configure, so you don’t need to manually review each conversation.
Identify Trends: Quickly see which topics, objections, or keywords are recurring across multiple calls.
Improve Coaching and Training: Use insights from Phrase Matching to provide targeted feedback to agents and enhance team performance.
Save Time: Focus on what matters most—critical interactions and actionable insights—without sifting through every call manually.

Set up Phrase Matching

Settings are found in Fastcall Settings > Admin Settings > Conversational Intelligence > Phrase Matching.

You must configure a transcription provider to enable Phrase Matching. See more information on how to set it up here.

Enable Phrase Matching. When enabled, the system will analyze call transcriptions for the configured phrase sets below.

To add a new phrase set, click the button in the top-right corner.

Enter the phrase name and the phrases you want to match in call transcriptions. Exact match finds the phrase exactly as written, while fuzzy match allows for variations and similar phrases.

You can create multiple phrase sets as needed. Remember to save your changes to apply them.

In the Call object layout, you can view the Phrase Matching Summary field. Additionally, the Operator Result object is available in the Related tab, where you can find more information about the matches detected.