Track puts AI call scoring and transcription into TrackPulse as a paid add-on

Track has released TrackPulse AI, a paid add-on for customers already on TrackPulse, its call platform. It does four things to your reservation calls, and the third one is the one to think hardest about.

What it does

AI Call Summaries generate a plain-language recap of each call and post it to the Lead Activity Log within a minute of the call ending. No agent action required.

Full Call Transcriptions produce complete transcripts, labelled by speaker and timestamped, with personally identifiable information redacted automatically.

AI Call Scoring scores eligible calls against scorecards a manager configures. Scores are labelled as AI-generated, and can be reviewed and overridden.

AI Lead Processing fills in contact and lead fields from what was said on the call, and Track says it does not overwrite data that is already there.

Track's own framing of the value is direct: "Every eligible call gets a score, not just the one a manager had time to review." A customer quoted in the release said they went from spending almost a full week a month listening to calls to two days.

The scoring question

Automatic call summaries and transcripts are an admin win. Nobody minds a system writing their notes for them.

Scoring every call is different, because it is performance management. The moment an AI scores 100% of an agent's calls instead of the two a supervisor sampled, the relationship between an agent and their numbers changes, and it changes whether or not anyone intended it to.

Track has designed this sensibly. Scores are labelled AI-generated, managers configure the scorecard, and humans can override. That is the right set of controls. The things to settle before you switch it on are procedural rather than technical: who sees the scores, whether they feed into reviews or pay, whether an agent can see and contest their own score, and whether overrides are logged so a pattern of managers correcting the AI is visible to somebody.

Get that written down first. Retrofitting it after your team discovers every call is scored is a much harder conversation.

Compliance

The PII redaction is automatic, which is useful and not the same as sufficient. Card details spoken aloud on a reservation call are a PCI matter, and guest data in a stored transcript is a retention matter.

Ask Track how long transcripts are kept, where they are stored, whether redaction happens before or after storage, and what the recall is on the redaction. Then check that against whatever your own policy and your jurisdiction require. An automatic control you have not tested is an assumption.

Commercials

This is a premium add-on and requires a TrackPulse subscription, so it is not included in what you already pay. Track does not publish a price. It says promotional pricing is available through 2026 for customers who sign up before year end, and points you at a customer success manager or the sales team for numbers.

A promotional rate with a deadline is a reason to ask now rather than a reason to decide now. Ask what the rate reverts to.

No regional availability is stated.

One note on the date

Track dates its product updates by month rather than by day. This update is a September 2026 release, and the page metadata carries 16 September. If the exact release date matters for your records, confirm it with Track.