Conversation Intelligence (CI) is software that leverages Machine Learning and Natural Language Processing (NLP) to analyze, transcribe, and integrate customer data insights, through tools such as chatbots and voice assistants. Often a capability that is integrated within top Artificial Intelligence (AI) platforms, CI can be used to analyze large amounts of valuable customer and sales data to identify patterns and uncover areas of opportunity and improvement.
CI can highlight key themes of conversation, evaluate customer sentiment, and provide statistics on customer engagement by analyzing unstructured data such as:
Customer service or sales call transcripts,
Chatbot transcripts,
Social media interactions,
Emails.
When used effectively, CI software can replicate the services provided by human agents and offer immense value through data insights, while also offering recommended actions for CX and sales growth in an organization.
Key Use Cases for Conversation Intelligence (CI)
Conversation Intelligence can be used in a variety of ways within an organization that is focusing on sales and customer experience enhancements. But some of the most common use cases of CI include:
Customer Behavior Patterns & Insights: CI software analyzes customer data such as call, chat, and social scripts to identify patterns and key themes in customer behaviors quickly and accurately. This insight can be applied to customer interactions from both live and AI agents to ensure that responses are accurate and personalized across the entire customer experience.
CX and Customer Retention: CI analysis of customer data can help pinpoint the key areas in an organization’s customer journeys that can be improved to enhance support interactions, and drive sales conversions by overcoming common obstacles or objections.
Real-Time Agent Alerts: Advanced CI software, together with Natural Language Processing (NLP) tools, can identify emotion and sentiment in customer interactions to understand a customer’s mood and make real-time recommendations that agents can use to navigate the conversation, to provide the best service.
Contact Center QA Automation: Organizations can use data insights revealed in CI to ensure that contact center agents adhere to top-quality standards and best practices in every customer interaction. CI can also help automate the QA process to streamline efforts and free up agent time.
Sales Analytics & Assistance: CI sales analytics help organizations analyze the effectiveness of sales interactions to pinpoint which scripts and strategies are working best, and identify areas for improving the sales process, for improved conversions.
Industry Compliance: CI can help companies analyze customer interaction data to ensure compliance with industry regulations.
Top 10 Conversation Intelligence (CI) Software
Top 10 Conversation Intelligence (CI) Software sorted by Wheelhouse Score.
Seamless.AI is an AI-powered sales software that helps organizations find verified contact information (cell phone numbers, direct lines, and email addresses) needed for sales prospecting opportunities that foster business growth. Seamless.AI was founded with the intention of creating an organized, ...
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CallRail delivers world-premiere call tracking software for the business that desires to be informed on high-priority metrics with crucial relevance to successful business models in the digital age. Their dynamic call tracking allows for unparalleled user follow-up and lead generation, maximizing th...
Xyonix is an Artificial Intelligence (AI) and Machine Learning (ML) firm that offers consulting services, data evaluations, and model development plans to help companies in a variety of industries innovate and improve business with AI. Xyonix has decades of AI experience spanning Natural Language Pr...
Intercom is a customer service platform that enables businesses to communicate with their customers in a personalized and efficient manner. The platform offers a range of features including live chat, email marketing, and customer support tools to help businesses engage with their customers at every...
RingCX is an AI-powered contact center solution that offers a single, unified console for all communication channels - from voice to social media. Featuring real-time dashboards and conversational insights that are driven by AI, contact center teams now have an inbuilt virtual assistant within their...
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MonkeyLearn is a user-friendly, no-code, AI platform that offers centralized text analytics tools to help organizations extract, classify, and analyze text data from surveys, reviews, products, and customer support tickets. MonkeyLearn leverages Machine Learning technology to power its text analytic...
Gong is a Revenue Intelligence Platform with centralized, AI-powered tools that enhance customer engagement, drive productivity, and improve forecast accuracy to increase revenue growth. Gong is a trusted leader in the Revenue Intelligence industry and supports over 4000 customers in achieving reven...
Salesloft is an AI-driven sales enablement and revenue intelligence platform that helps organizations create successful sales pipelines, increase conversions, improve the accuracy of sales forecasts, and enhance revenue team performance with centralized tools. Designed for revenue and sales operatio...
