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Training Your AI Agent On Existing Call Transcriptions

If your account has call transcriptions enabled, you can train a new AI Agent using your real call history instead of starting from scratch. Your AI Agent reviews your past calls, identifies patterns, and generates a ready-to-edit agent prompt along with a summary of what it learned.

What this feature does

When you create a new AI Agent, the system analyzes your existing call transcriptions to detect:

  • Common call types
  • Frequently asked questions
  • Tone and communication style
  • Recurring scenarios and how they were typically handled

Based on this analysis, it generates:

  • A draft agent prompt built from your actual call patterns
  • A summary explaining what it learned from your transcriptions and how that shaped the prompt

You can review, edit, or rewrite any part of the generated prompt before your agent goes live — nothing is published automatically.

Requirements

  • Call transcriptions must be enabled on your account.
  • A minimum volume of transcriptions is required for training to run. If your account falls below this threshold, training is automatically skipped and you'll see a message letting you know. You can still create and configure your agent manually.

How to train an agent from call history

  1. Go to AI Agents > Agents.
  2. Click New agent.
  3. If your account has enough eligible transcriptions, you'll see the option to train the agent using existing call history. Select it to continue.
  4. Your AI Agent analyzes your call transcriptions and generates:
    • A summary of the patterns it identified
    • A draft agent prompt based on those patterns
  5. Review the summary to understand what the system learned from your calls.
  6. Edit the generated prompt as needed — adjust tone, add or remove scenarios, and refine responses before publishing.
  7. Continue through the rest of the agent setup to finish creating your agent.

Good to know

  • The generated prompt is a starting point, not a final product. Always review it before taking your agent live.
  • If transcription volume is too low, you won't see the training option, and you'll be prompted to set up your agent manually instead.
  • This feature requires call transcriptions to already be enabled — it doesn't turn transcriptions on for you.

Need Help?

If you have questions during this process, you can reach out to our support team via email: support@800.com.