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.
ChatGPT is an AI chatbot system that uses generative AI and Natural Language Processing (NLP) technologies to answer questions, generate code, create content, perform language translations, and facilitate chats that mimic human conversations. Users simply enter a question, request, or command into t...
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, ...
CXone helps organizations of all sizes be the first choice of customers, the first to innovate, and the first choice employer. Only CXone delivers one unified experience, on one cloud native platform, fast onboarding of new employees and capabilities, with embedded AI to keep your team one step ahea...
Claude, by Anthropic AI, is a secure AI chatbot that leverages Generative AI and Large Language Model (LLM) technologies to help users brainstorm and research ideas, generate and analyze images, and summarize extensive documents quickly. Claude is trained on an extensive database and can have conver...
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...
InMoment is an Experience Improvement (XI) platform that helps companies gather and analyze customer experience data and turn it into valuable insights, for customer experience improvements as well as data-driven decision-making. InMoment is a global leader in AI-powered XI systems and innovations a...
Salesken is a Conversation Intelligence (CI) Platform that leverages AI technology to analyze customer conversations, suggest sales pitch improvements, and provide sales reps with real-time coaching and assistance to convert more leads and drive sales revenue. The Salesken platform is specifically d...
Adobe Experience Platform is an integrated suite of AI-powered tools and applications to help companies deliver and scale personalized customer experiences. With the Adobe Experience Platform, companies can create and activate audiences, improve customer engagement, gain actionable insights through ...
Brandwatch is an industry-leading Consumer Intelligence platform with a centralized suite of tools that help organizations perform customer research, monitor brand exposure, create impactful content, and strategically engage with customers. Brandwatch uses AI to analyze customer data on over 100 mil...
Medallia is a customizable and AI-powered Customer Experience Management (CXM) platform that helps organizations manage and improve experiences for customers, employees, and contact center agents. Medallia’s SaaS solution analyzes interaction, experience, and conversational data across digital...
