--- "@context": https://schema.org "@type": TechArticle "@id": https://www.twilio.com/docs/voice/voice-insights/voice-insights-intelligent-discovery-ai-assistant#article headline: Voice Insights - Intelligent Discovery AI Assistant description: Learn how to use the Twilio Voice Insights Intelligent Discovery AI Assistant to analyze, troubleshoot, and resolve issues for voice call use cases. url: https://www.twilio.com/docs/voice/voice-insights/voice-insights-intelligent-discovery-ai-assistant inLanguage: en dateModified: 2026-08-19T18:30:57.000Z author: "@type": Organization name: Twilio Developer Education Team publisher: "@type": Organization name: Twilio --- # Voice Insights - Intelligent Discovery AI Assistant > \[!IMPORTANT] > > The Voice Insights - Intelligent Discovery AI Assistant for call insights is currently offered as a Public Beta, exclusively available to Voice Insights advanced features customers. Information contained in this document is subject to change. Public Beta products aren't covered by a Twilio Service Level Agreement. Learn more in the ["Twilio Beta Product Support" Help Center article](https://help.twilio.com/hc/en-us/articles/115002413087-Twilio-Beta-product-support). Learn how to use the Voice Insights Intelligent Discovery AI Assistant, an AI-driven tool to troubleshoot voice deliverability and behavioral issues by using natural language. You can use this guide to send voice notifications, automate self-service tasks, manage inbound or outbound contact centers, deploy AI agents or AI/ML transcription, track calls, or establish PSTN connectivity. See Related reference documentation to learn more about the reference page elements used in this guide. [All Voice Insights guides](/docs/voice/guides/by-feature-product#voice-insights) ## Overview of the Voice Insights Intelligent Discovery AI Assistant The Voice Insights - Intelligent Discovery AI Assistant is an AI-driven assistant enabling you to interact with your voice data using natural language. The Assistant helps you troubleshoot Voice-related issues, including deliverability(connection rate), answer rate, networking related and other behavioral issues such as silent calls. It can assist with data analysis and dive deeper into your voice data to find potential root causes. The Assistant provides recommendations to solve voice errors and potential issues. You can provide feedback on each response and the overall Assistant experience. *Activate* *Voice Insights Advanced Features to use this feature.* ## Why Intelligent Discovery? Twilio customers often encounter difficulties in finding the right information within the Twilio Console, making the troubleshooting process potentially lengthy and frustrating. This can lead to increased support tickets, operational disruptions, significant costs, delays, and a decline in customer trust. The longer an issue takes to resolve, the higher these risks become. While the Voice Insights-Call Insights page provides a self-serve experience, it can be enhanced further with an AI assistant. Such a tool would empower businesses to maintain smooth operations without immediately resorting to support tickets. This assistant would extend timely assistance to all users, helping them resolve issues swiftly and manage challenges without compromising customer trust. Intelligent Discovery enhances self-service capabilities for both non-technical business users and technical experts, helping users meet their needs more effectively. ## How Intelligent Discovery can help you The Assistant can help you with various tasks related to Twilio's voice services. Here are some of the things it can do: ### Natural language processing and support * Accept questions in natural language and provide answers in natural language. * You can start with one of our guided flows or ask questions directly using the chat feature. Here are some example questions you can ask the Assistant: * How is latency calculated in voice calls, and what are the latency thresholds? * How many calls failed in the last 30 days? * How are network-related calls flagged? * How many calls had network-related issues in the last 30 days? * How many calls were silent in the last 7 days? * How many Voice SDK calls were affected by network issues? ### Analyze voice issues and troubleshoot * **Call States**: The Assistant can analyze your voice data to identify various call states, such as failed, completed, busy, no-answer and cancelled calls. It can also answer questions related to countries, call duration and more. **Prompt: Give me the breakdown of the call states of my calls ?** * **SIP Response**: Provide a list of the most common sip response for your calls. **Prompt: What was the sip response of my calls ?** * **Country-specific issues**: Identify countries where your calls are facing delivery problems. * **Network Related issues**: Get a breakdown of the network related issues such as packet loss, jitter, or latency. * **Who Hung Up**: Get a breakdown of call disconnection states and determine the split between calls hung up by the caller or the callee. **Prompt: Who hung up, the caller or the callee ?** * **Retention**: The Assistant supports analysis on the voice data generated in the last 30 days. * **Context**: The Assistant carries the context of previously asked questions in order to formulate the next response. ### Provide recommendations * **Actionable recommendations**: Offer advanced and personalized recommendations to resolve specific issues identified in your calls history. * **Knowledge base lookup**: Search the Twilio knowledge base for solutions to specific SIP response codes or call states. ### Status updates * **Twilio service status**: Provide the current status of Twilio services, including any downtimes, outages, or maintenance. ### General information * **Product information**: Answer questions about Twilio products and services. * **Best practices**: Share best practices for using Twilio's voice services effectively. ### Key features 1. **Rapid execution**: Sorted summary tables are included in the responses, allowing you to take action more quickly. 2. **Trust and transparency**: The **What's showing** button provides the query equivalent to offer transparency to you. 3. **Assistant boundaries**: The Assistant adheres to legal boundaries. 4. **Quick navigation to home screen**: A back button is available for quick navigation to the home screen. 5. **Interaction history**: When you log in, signing off deletes your history, and navigating to the home page also removes it. 6. **Various ways to provide feedback**: You can give feedback using thumbs up and thumbs down, as well as providing overall session comments. 7. **Ease of use**: The Assistant uses natural language responses. 8. **Guided flows**: The Assistant provides guided flows for ease of use. 9. **Free-form chat flows**: You can engage in free-form chat flows. ## AI Nutrition Facts Intelligent Discovery AI Assistant uses third-party artificial technology and machine learning technologies. [Twilio's AI Nutrition Facts](https://nutrition-facts.ai/) provide an overview of the AI feature you're using. This should help you better understand how the AI interacts with your data. Intelligent Discovery AI Assistant qualities are outlined in the following **Intelligent Discovery AI Assistant Nutrition Facts** label. To learn more and review the glossary regarding the AI Nutrition Facts Label, consult [Twilio's AI Nutrition Facts page](https://nutrition-facts.ai/). ```json {"name":"Intelligent Discovery AI Assistant","description":"The Intelligent Discovery AI Assistant is an AI-driven assistant that allows users to interact with voice call data using natural language. The Assistant helps troubleshoot call-related issues. It assists with data analysis and explores your call data to identify potential root causes. The Assistant provides recommendations to solve call errors and potential issues. Customers can provide feedback on each response and the overall Assistant experience. Customers can request to talk to a live Twilio support representative if they continue to experience unresolved issues.","modelType":"Generative","optional":false,"baseModel":"Twilio Proprietary + OpenAI GPT-4","aiPrivacyLevel":1,"trustLayer":{"baseModelCustomerData":{"value":false,"comments":null},"vendorModelCustomerData":{"value":true,"comments":["This is only for the interaction and intent aspect of the conversation the user has with the Intelligent Discovery AI Assistant. Twilio doesn't share PII with the model vendor."]},"trainingDataAnonymized":{"value":null,"comments":null},"dataDeletion":{"value":true,"comments":["Twilio only deletes conversation data created during the interactions with the Assistant."]},"auditing":{"value":true,"comments":["Customers can opt to talk to a Twilio human agent if the Assistant isn't able to solve their issues, but it isn't required. The human agent can also collect feedback to improve the Assistant"]},"dataStorage":"30 days","compliance":{"loggingAndAuditTrails":{"value":true,"comments":null},"guardrails":{"value":true,"comments":["Twilio is leveraging the model vendor for this."]}},"inputOutputConsistency":{"value":true,"comments":["Twilio is leveraging the model vendor for this purpose."]}},"linksAndResources":"See Twilio public documentation."} ``` ## Next steps and additional resources Intelligent Discovery for [voice Insights](/docs/voice/voice-insights) democratizes actionable insights from voice data, making them accessible to both developers and non-technical business users. By leveraging AI-driven natural language processing, this feature simplifies troubleshooting and enhances the ability to gain valuable insights from communications data. Here are some possible next steps and additional resources to help you get started: * [Twilio Programmable Voice API documentation](/docs/voice/api) * [Contact Twilio Support](https://help.twilio.com) ## Use cases for the Intelligent Discovery AI Assistant with Twilio Programmable Voice This guide covers a feature that can support the following use cases: ### Send voice notifications with Twilio Programmable Voice You can use the feature in this guide to get insights whenever you send voice notifications using your app. For example, you can troubleshoot deliverability, analyze connection rates, and monitor behavioral issues such as silent calls. To learn more advanced features that you can use with voice notifications, see [Voice notifications](/docs/voice/guides/notifications). ### Create self-service automation with Twilio Programmable Voice You can use the feature in this guide to get insights whenever you automate outbound calls that gather user input. For example, you can review common call states and connection statistics to verify how many customers successfully navigate your phone tree. To learn more advanced features that you can use with self-service automation, see [Voice self-service automation](/docs/voice/guides/self-service-automation). ### Manage inbound contact centers with Twilio Programmable Voice You can use the feature in this guide to diagnose inbound customer support lines. You can ask natural language questions about jitter, packet loss, or latency thresholds to ensure high-quality communication for your support team. To learn more advanced features that you can use with inbound contact centers, see [Voice inbound contact center](/docs/voice/guides/inbound-call-center). ### Run outbound contact centers with Twilio Programmable Voice You can use the feature in this guide to extract a clear breakdown of why calls are disconnecting, including the precise split between calls hung up by the agent or the consumer. To learn more advanced features that you can use with outbound contact centers, see [Voice outbound contact center](/docs/voice/guides/outbound-call-center). ### Deploy AI agents with Twilio Programmable Voice You can use the feature in this guide to interact with voice session metrics to evaluate how seamlessly your conversational AI agents connect with users. To learn more advanced features that you can use with AI agents, see [AI agents](/docs/voice/guides/ai-agents). ### Build sales dialers with Twilio Programmable Voice You can use the feature in this guide to parse call answer rates, delivery problems by country, or SIP responses to optimize the efficiency of your sales dialing platforms. To learn more advanced features that you can use with sales dialers, see [Voice sales dialer](/docs/voice/guides/sales-dialer). ### Track calls with Twilio Programmable Voice You can use the feature in this guide to evaluate voice transmission health across marketing campaigns, monitoring metrics like latency and call duration over the past 30 days. To learn more advanced features that you can use with call tracking, see [Voice call tracking](/docs/voice/guides/call-tracking). ### Establish PSTN connectivity with Twilio Programmable Voice You can use the feature in this guide to run deep data analysis into global network connections and troubleshoot root causes for dropped carrier connections. To learn more advanced features that you can use with PSTN connectivity, see [Voice PSTN connectivity](/docs/voice/guides/pstn-connectivity). ### Generate AI/ML transcriptions with Twilio Programmable Voice You can use the feature in this guide to monitor the baseline network conditions of your calls to ensure you're using high-fidelity audio streams in your speech-to-text systems. To learn more advanced features that you can use with AI/ML transcriptions, see [Voice AI/ML transcription](/docs/voice/guides/ai-ml-transcription). ## Next steps Explore the following guides to build on what you've learned in this guide: * Learn about other [advanced Voice Insights features](/docs/voice/voice-insights/advanced-features). * [View Trust & Engagement Insights](/docs/voice/voice-insights/voice-insights-trust-engagement-insights): Monitor and improve the trust and engagement factors that determine whether recipients answer calls. ## Related reference documentation Find reference documentation for the topics on this page. * [Voice Insights API overview](/docs/voice/voice-insights/api) * [Voice Insights Settings resource](/docs/voice/voice-insights/api/call/voice-insights-settings-resource) * [Account Report resource](/docs/voice/voice-insights/api/reports-api/account-report-resource) * [Inbound Phone Number Report resource](/docs/voice/voice-insights/api/reports-api/inbound-phone-number-report-resource) * [Outbound Phone Number Report resource](/docs/voice/voice-insights/api/reports-api/outbound-phone-number-report-resource)