What Is Conversation Intelligence?
Conversation intelligence platforms use artificial intelligence (AI) to analyze speech in order to derive data-driven insights from conversations between the call center and customers.
It enables teams that normally don't have insight into all of their customer conversations, such as marketing and contact center teams, to access rich first-party data about their customers to optimize marketing, improve digital conversion rates, automate contact center QA, enable agent coaching, and deliver exceptional customer experiences based on the exact needs of the customer.
Take Action on Conversation Data
The end game with conversation intelligence tools is taking action on the data created from analyzing customer conversations.
The conversation data from Invoca is streamed in real time between other technology platforms like CRMs, ad platforms, data analytics and attribution solutions, and digital experience platforms in order to take action on the data at the time of the call.
How Conversation Intelligence Software Works
Conversation Intelligence tools use artificial intelligence (AI) and machine learning algorithms (ML) to analyze and derive insights from conversations with customers. A conversation intelligence platform extracts usable data from human speech and conversation using natural language processing (NLP) to allow computers to "understand" speech and artificial intelligence (AI) to extract and organize data from it. In order for the algorithm to analyze speech, it is recorded and then transcribed so the AI can “read” it, identify patterns, and classify the data.
The result is that every conversation is captured and the data that matters most to your business is visualized in dashboards, searchable transcripts, reports and streamed to other platforms so you can take action on it in real time.
You can learn more about how Invoca conversation intelligence works in this blog post.