What is NOVA AI?
NOVA is Lightspeed Voice’s AI-powered call intelligence system. It automatically transcribes phone calls and generates helpful insights after each conversation.
Using artificial intelligence, NOVA analyzes call recordings to produce structured summaries that make it easier to review conversations, track follow-ups, and document important details.
NOVA can help teams:
- Quickly review call conversations without listening to the entire recording
- Identify key discussion points from customer calls
- Track action items and next steps
- Capture important information for CRM records
What NOVA Generates
After a call ends, NOVA automatically processes the recording and generates several insights.
Call Transcription
NOVA creates a full written transcript of the conversation, allowing you to read the call instead of replaying the recording.
AI Call Summary
A concise overview of the conversation highlighting the most important topics discussed.
Key Topics
Important subjects mentioned during the call are identified and organized for quick reference.
Action Items
NOVA detects follow-ups, requests, and next steps mentioned during the call.
Sentiment Analysis
The system analyzes the tone of the conversation to determine overall sentiment.
These insights make it easier to review customer interactions and keep records organized.
Enabling NOVA
NOVA AI can be enabled through the Lightspeed Voice Admin Panel.
Steps to Enable
- Log in to the Admin Panel
- Navigate to Features
- Select NOVA AI
- Toggle the feature On for your account or for specific users
Once enabled, NOVA will begin processing eligible calls automatically.
Accessing NOVA Summaries
After a call has been processed, NOVA insights can be accessed alongside the call record.
You will be able to view:
- The full call transcript
- The AI-generated summary
- Identified topics and action items
- Sentiment insights for the conversation
Processing typically occurs shortly after the call ends.
CRM Integration
When a CRM integration is active, NOVA summaries and call details can be synced with your CRM records. This helps maintain accurate documentation of customer conversations without manual note taking.
Supported CRM integrations may automatically attach call summaries to the associated contact or account.
Important Notes
- NOVA works with recorded calls. If call recording is disabled, transcripts and summaries cannot be generated.
- Processing time may vary depending on call length.
- AI summaries are automatically generated and may occasionally require review for accuracy.
