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.
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...
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...
NVIDIA is an Artificial Intelligence (AI), Data Center, and Cloud Computing technology company that engineers the most advanced and sophisticated chips, systems, and software to help companies build and scale AI-powered operations. NVIDIA designs and manufactures Graphics Processing Units (GPUs), Ap...
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...
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...
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...
CrossEngage is a Customer Intelligence platform that leverages the power of Machine Learning (ML) to manage and analyze customer data, build predictive models, and create intelligent audience management processes that increase customer relationship potential and drive profits. CrossEngage offers ent...
Adobe Sensei combines machine learning, generative AI technologies, and integrated workflows to improve productivity and drive innovation, efficiency, and customer experience improvements across an organization. Sensei is embedded in the Adobe Experience Cloud and can be used to automate workflows, ...
Tune AI is an Enterprise GenAI stack designed to help companies streamline tasks and automate workflows with AI chat, AI code generation, and deployment of custom generative AI models. Tune AI leverages AI technologies such as Natural Language Processing (NLP) and Large Language Models (LLM), all wi...
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...
