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.
Observe.AI is a Conversation Intelligence (CI) solution, powered by proprietary Contact Center Large Language Model (LLM) and Generative AI technologies, that helps organizations drive revenue, operate efficiently, and maintain compliance with every customer interaction. Observe.AI is tailored speci...
Qualtrics XM is a Customer Experience Management (CXM) platform that analyzes customer interactions to provide in-depth, actionable insights that customer-facing teams can use to improve support, enhance customer experience, and increase value across the company. Qualtrics is beneficial for teams, d...
LivePerson is an industry leading Conversational Cloud platform that leverages generative AI, conversational AI, and Large Language Models (LLMs) to power dynamic AI chatbots, analyze customer engagement and intent data, improve support agent performance, and enhance the overall enterprise customer ...
Kommunicate, an innovative AI-powered customer support platform, is designed to help businesses streamline their communication processes, enhance customer engagement, and provide round-the-clock support. Here's an overview of Kommunicate, highlighting its features, benefits, and market differentiato...
Chorus, by ZoomInfo, is a Conversation Intelligence (CI) software system that helps organizations analyze data from calls, video meetings, and emails to find insights, determine what factors contributed to wins or losses, and forecast future growth. Chorus uses ZoomInfo’s proprietary, patented...
Meltwater is a fully integrated Media and Social Intelligence platform that helps marketing, public relations, and communications professionals stay competitive and impactful with AI-powered media, consumer, and social trend insights. Meltwater analyzes billions of data across media and social chann...
Netomi is an AI Customer Experience platform that leverages conversational AI and generative AI technologies to help organizations provide personalized customer experiences and enhance omnichannel engagement. Netomi can automatically resolve 80% of common customer service questions and tasks, which ...
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...
Qualaroo is an AI-powered Customer & User Feedback platform that helps companies perform research, user targeting, sentiment analysis, and patented Nudge technology to deliver actionable insights based on user feedback. Qualaroo helps companies optimize website and app performance, increase conv...
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...
