call-insight-extractionlisted

# Call Insight Extraction ## Why this exists A raw transcript is not an insight. Two failure modes show up constantly when this is done ad hoc: 1. **Recency/loudness bias** — whoever spoke last, or most emotionally, dominates the summary, even if it wasn't the most important thing said. 2. **No routing** — the insight gets written up once, read once, and then lost, because it was never tagged in a way that lets it accumulate with similar signals over time. This skill fixes both: a fixed extraction structure (so nothing depends on what happened to stand out), and a tagging taxonomy (so today's call connects to last month's calls). ## Process ### 1. Capture context first Before extracting anything, note: - Who was on the call (customer role/seniority, internal attendees) - Account context if known (segment, plan tier, deal/relationship stage) - Call type (sales, onboarding, QBR, support escalation, user research) This context changes how everything else should be weighted — a passing comment from a VP on a renewal call carries differently than the same comment from a trial user's onboarding call. Don't drop this just because it feels like metadata. ### 2. Extract into fixed categories Go through the transcript once per category rather than trying to catch everything in one pass. For each category, pull only what's actually present — don't force an entry into every bucket: - **Pain points** — problems the customer described, in their words, independent of whether they