Conversation Intelligence (CI) Software

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.