Data Extraction

What is Data Extraction?

Tell Gail what information you want to collect from calls, and it will automatically capture those details for you. Instead of listening back through recordings or taking manual notes, the data you need is already organized and ready to use.

Key Benefits

• No more hunting through call recordings for specific details
• Automatic capture of callback times, policy interests, and budget ranges
• Instant access to organized customer information
• Consistent data collection across all calls

Getting Started

Step 1: Access Data Extraction

Navigate to any of your script configuration pages where you’ll see the Data Extraction section below your Text Script settings.

Step 2: Add Your First Detail to Track

Click the “Add New Information to Collect” button to create a new detail.

Step 3: Configure What to Track

The dialog will appear with three required settings:

1. Select the Information Type

Choose the type that matches the data you want to collect:

2. Name What You’re Tracking

Enter a clear, descriptive name (e.g., Policy Type, Budget Range, Interest Level)

Examples:

• Contact Phone Number
• Policy Type
• Interest Level
• Budget Range

3. Give Gail Instructions

Tell Gail how to collect this information. Be specific about what to ask or what to listen for during the call.

Example Instructions:

• “Ask the caller to rate their interest from 0-5, where 0 is not interested and 5 is very interested”
• “Note what type of insurance they’re calling about (Auto, Home, Life, etc.)”
• “Collect the caller’s budget range for their coverage”

Step 4: Save Your Detail

Click “Create” to add the detail to your tracking list. Gail will now collect this information from every call.

Recommended Information to Collect

Based on industry best practices, here are the essential details to track from your insurance calls:

📞 Caller & Contact Information

• Caller Name - Full name for identification and personalization
• Contact Phone Number - For follow-up communications
• Contact Email Address - For digital communications
• Policy Holder Name - To verify authorization

🎯 Call Intent & Routing

• Caller Type - Current Client, New Prospect, or Mortgage Company
• Inquiry Type - New Quote, Cancellation, Claim, Policy Change, or General
• Type of Coverage - Auto, Home, Life, Health, or Commercial
• Product/Service Mentioned - Specific products discussed

💼 New Business & Quotes

• Desired Coverage Type - Vehicle, Home, Business, Life, or Health
• Personal/Business Policy - For proper agent assignment
• Desired Coverage Limits - Initial quote parameters
• Property Address - For home insurance quotes
• Property Occupancy Type - Primary, Secondary, or Rental

📋 Existing Policy Management

• Policy Number - Unique policy identifier
• Effective/Expiration Dates - Coverage period
• Premium Amount - Cost and payment status
• Change Request Type - Add vehicle, update address, increase limits

🔧 Claims Management

• Claim Number - Existing claim identifier
• Reason for Claim - Nature of the incident
• Home Claim Nature - Water, Fire, Theft, or Storm damage

❌ Policy Cancellation

• Cancellation Reason - Price, Service, Found Better Coverage, or No Longer Needed

📊 Call Performance

• Sentiment - Positive, Neutral, or Negative tone
• Action Items - Required follow-up tasks
• Resolution Status - Whether the issue was resolved

Managing What You Collect

Once created, your tracked details appear in the Data Extraction table where you can:

• View all active information types with their instructions
• Toggle details on/off using the Active checkbox
• Edit instructions by clicking on the detail name
• Filter by Script or Organization level
• Archive unused details to keep your list organized

Best Practices

✅ Do:

• Start with 5-10 essential details and expand gradually
• Use clear, consistent naming
• Write detailed instructions for Gail so she knows exactly what to collect
• Review collected data regularly to refine your instructions
• Group related information logically

❌ Don’t:

• Create duplicate details with similar purposes
• Use vague instructions that could capture multiple types of information
• Overwhelm the system with too many details initially
• Forget to test new details with actual calls

Tips for Success

1. Use predefined lists - For details with limited options (like Caller Type), use Enum to ensure consistency
2. Test and Refine - Monitor the collected information and adjust your instructions to Gail for better accuracy
3. Think About Reporting - Track information that will be useful for analytics and reporting
4. Train Your Team - Ensure everyone understands what information is being captured automatically

Example Configurations

Here are some examples of what to track and how to instruct Gail:

Example 1: Caller Type

Detail Name: Caller Type
Type: Enum
Values: Current Client, New Prospect, Mortgage Company
Instructions for Gail: Ask whether the caller is an existing client, new prospect, or calling on behalf of a mortgage company

Example 2: Interest Level

Detail Name: Interest Level
Type: Number
Instructions for Gail: Rate from 0 (not interested at all) to 5 (very interested in learning more). Listen for enthusiasm and engagement in the caller's tone.

Example 3: Contact Phone Number

Detail Name: Contact Phone Number
Type: Phone
Instructions for Gail: Ask for the best phone number to reach the caller for follow-up communications

Example 4: Policy Number

Detail Name: Policy Number
Type: Text
Instructions for Gail: Ask the caller for their unique policy number for verification and account lookup

Viewing Collected Information

All collected information is available in:

• Call Logs - View details captured from each individual call
• Analytics Dashboard - See aggregated data across all calls
• Integrations - Send collected information to your CRM or other systems

Learn more about viewing your data in Call Logs.

Next Steps

• Set up Use Cases to guide conversation flow
• Learn about creating your first Gail in First Gail
• Explore Integrations to sync collected information with your systems