Conversation Intelligence Software
Conversation intelligence software is software that leverages speech analytics to record, transcribe, and analyze customer and prospect conversations. With speech analytics software, you’ll have greater insight into customer interactions and how to optimize your strategy.
What is conversation intelligence software?
Conversation intelligence software is the process of extracting information from an audio recording. Speech analytics software is capable of transcribing and analyzing audio and text data to obtain concrete information on conversation topics, moods, feelings, behaviour, and silences. Conversational AI is a real asset for contact centers.
Features of Conversation Intelligence Software
Recording customer conversations can provide valuable information, but you still need to have the time to transcribe them or listen to them again. Transcribing audio into text is a time-consuming and tiring task. Fortunately, with a speech analytics tool, you can remove this thorn from your side. It will automatically transcribe your conversations and detect recurring themes, enabling you to fine-tune your sales pitch and close sales more quickly. In short, here are the features of a good conversation analysis tool:
Transcription and summary of your conversations
Identification of key topics for your business
Recommendations and analytics regarding the quality of the interaction
Integration with your telephone software and business software like CRMs and ATS
Ask Empower allows you to easily find key moments in interactions
Coaching with personalized advice based on real-life exchanges
Call score provides clear understanding of agent performance on each call
How to Choose the Right Conversational AI Software
When selecting conversation intelligence software, it’s essential to look beyond basic automation and focus on tools that deliver measurable value to your team. The right solution should combine ease of use, seamless integrations with your existing CRM or ATS, and scalable coaching capabilities that help every recruiter or agent perform at their best. Features like real-time conversation analysis, performance dashboards, and actionable feedback ensure your staff not only save time but also continuously improve communication skills. By choosing a platform like Empower by Ringover, you equip your team with AI-powered insights that transform everyday conversations into opportunities for growth and higher performance.
Define your goals
Clarify whether you want to improve recruiter coaching, speed up candidate engagement, or streamline team performance. A clear vision makes it easier to select the right tool.
Check integration capabilities
Ensure the software integrates seamlessly with your CRM, ATS, and communication platforms so your team avoids manual data entry and workflow disruptions. Even better if the conversation intelligence solution automatically syncs data between integrated software, so your information is always up to date.
Prioritize coaching features
Look for AI-driven insights, conversation analysis, and personalized feedback that help recruiters save time on manual reviews while continuously improving their skills.
Evaluate usability
The platform should be intuitive for everyday users, offering simple dashboards and reports without requiring advanced technical training. Features like call scoring are especially good for highlighting noteworthy interactions.
Assess scalability and support
Choose a solution that can grow with your business and provides reliable customer support to maximize adoption and long-term results. Pay attention to the software’s user experience–if it’s not easy for your teams and managers to use, you won’t get its full value.
What can a conversation intelligence platform do for your business?
You can use conversational intelligence to figure out what’s working for your business and further optimize it.
Benefits of Conversational AI Tools
Rapidly Upskill Your TeamsCall library provides real-life examples of what to do and not to do. Call scoring provides a detailed assessment of agent performance so both agent and managers understand opportunities for improvement.
Evaluate Interactions at ScaleAsk Empower chat feature surfaces insights from conversations, including performance notes, blockers, and best next steps. Advanced AI analytics break down key metrics like semantic clarity, speech speed, topics discussed, and more.
Seamlessly and Securely Communicate Internally and ExternallyEasily share post-call analyses and summaries externally or internally with an email or link. Choose what to send with advanced options: a simple summary, or a detailed analysis showing reasons for the call, topics discussed, issues raised, call mood, call score, call transcript, and more.
Better understand your customers and ease decision-making
Speech analytics can also be used to improve operations in other departments than sales. Absolutely all customer relations professionals can benefit from it. Conversation analysis makes it easier to identify trends and helps supervisors and their staff to make decisions. They can more easily answer questions such as: “Should we rethink call routing? Do we need to set up exceptional handling for problem X? What resources should be allocated for this period?”.
Thanks to a speech analysis tool, call center managers can easily detect the recurrence of a problem, its origin, categorize calls, and understand their clientele. They then have a very precise idea of how each customer/prospect feels. As a result, they can personalize the customer experience and take it to the next level.
AI-powered conversation intelligence for boosting sales
Speech recognition and conversation intelligence technologies are mature enough to bring significant benefits to businesses. Contrary to popular belief, AI is not just for analysts or AI specialists.
While AI is an undeniable asset for conversation analysis, you don’t have to be an expert to benefit from it. In fact, the AI-based speech analytics solution is optimized for users, whether that be the sales force, after-sales teams, or even marketing teams, who can use it to fine-tune their outbound messages and inform inbound content.
Machine learning and natural language processing analyze interactions as soon as they are added to the system. The tool will automatically detect key moments and related keywords, the speaker’s mood, and provide numerous analytics on speaking turns, the duration of monologues, and number of interruptions.
Maximize efficiency with speech analytics
Ringover’s Empower speech analytics tool provides a detailed analysis of every call. But what can you do with all this data? In concrete terms, you can:
- Identify new sales opportunities.
- Improve your closing.
- Improve the customer journey.
- Train your staff.
- Identify specific issues.
- Check the efficacy of your sales pitch.
What’s more, Empower integrates with your Ringover telephony solution. Your Ringover calls are therefore automatically processed by Empower, saving you time.
Enterprise-wide value with conversational intelligence
If you implement the conversation intelligence software in your business, you can expect to add company-wide value through these key advantages.
Win more deals
You can identify areas for improvement in the post-meeting analysis to coach and train your sales team. You can also view the sales deals metrics to analyse the key points that helped you with previous clients and implement those changes in the future with sales prospects to close more deals.
Get more sales
Cut the hassle of taking notes and going through the effort of understanding important queues during customer meetings. Instead, use conversational intelligence to understand the gaps in customer knowledge and connect with them more easily in the next meetings.
Improve your marketing strategy
Allow your marketing and sales teams to collaborate in order to understand where you are winning and why you’re losing, guiding you towards a more competitive strategy.
Explore the tools that turn conversation intelligence into smarter sales
Integrate Empower with your business tools in a few clicks!
Easily access call analysis, including call summaries and next steps, with just one click directly from your CRM and other business tools.
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Conversational Intelligence FAQs
- How does conversation intelligence work?
- What is an example of conversational artificial intelligence?
- How much is conversation intelligence?
- What is speech analytics used for?
- What are the different types of speech analytics?
- What is the meaning of speech analysis?
- What is AI speech analytics?
- What is the difference between call tracking and conversation intelligence?
- What role does AI play in conversational intelligence?
- What type of insights can conversational intelligence platforms provide?
- How does conversational intelligence impact sales and eCommerce?
- How does conversational analytics improve call center KPIs?
- What is the difference between conversation intelligence and revenue intelligence?
- What is the difference between chatbot and conversation AI?
How does conversation intelligence work?
Conversation intelligence analyzes recorded and transcribed text to give insights into customer and prospect conversations. Conversation intelligence software uses speech analytics in order to evaluate the topics discussed and the emotions expressed. With these tools agents will benefit from individualized KPIs like speaking speed, time, interruptions, and more.
Conversation intelligence is usually powered by artificial intelligence (AI), which automates analysis for rapid and efficient optimization.
What is an example of conversational artificial intelligence?
Examples of conversational AI include chatbots and virtual assistants like Alexa, Siri, Google Assistant, Cortana, and more. These assistants, which understand natural language and user intent, offer personalized responses. They’re powered by conversation intelligence and speech analytics.
How much is conversation intelligence?
Conversation intelligence tools prices generally range from $80 to $100 per user per month, but they can even cost as much as $200 per user. Some platforms will also add a base price to the monthly subscription fee, which can be in the thousands of dollars.
What is speech analytics used for?
Speech analytics is used to understand, process, and analyze human speech. Speech analytics software is powered by artificial intelligence, technology which allows it to automatically transcribe call recordings and evaluate them. Once the audio recording has been converted to text, speech analytics will identify the topics discussed and the emotions expressed by the speakers. That’s why speech analytics is very useful for contact centers and sales representatives. Speech analytics analyzes customer or prospect interactions to identify opportunities for optimization.
What are the different types of speech analytics?
There are two types of speech analytics.
Speaker dependent
In a speaker dependent speech analytics system, the technology is trained by the person who will be using the system. With this type of speech analytics, the system can be highly accurate but only achieves that level of accuracy with the person who trained the system. That’s why this type of speech analytics is generally reserved for personal use.Speaker independent
With a speaker independent speech analytics system, the technology is trained to respond to any speaker. To be capable of responding to any speaker, the system must understand a big variety of speech patterns, inflections, and enunciations. The accuracy of this speech analytics technology is generally lower than a speaker dependent system, but more appropriate for professional use.
What is the meaning of speech analysis?
Speech analytics is a technology that processes transcriptions of voice recordings or live calls from a sales teal or contact center. A speech analytics software will evaluate speech to identify topics and complete sentiment analysis, the identification of emotions expressed by the speakers.
What is AI speech analytics?
Speech analytics is a branch of artificial intelligence that analyzes transcripts of customer or prospect calls or live telephone calls to understand, process, and analyze human speech. The result of AI speech analysis is the identification of topics and emotions expressed by the speakers. The identification of emotions is also referred to as sentiment analysis. Contact centers and sales teams can benefit from AI speech analysis because it gives insights on how to improve sales pitches and performance.
What is the difference between call tracking and conversation intelligence?
Call tracking focuses on basic metrics like calculating the call duration and call’s origin. On the other hand, conversational intelligence analyzes all the communication channels of the business to understand the user intent and help the company grow its brand value and revenue.
What role does AI play in conversational intelligence?
Artificial intelligence can help analyze the customer data and provide real-time analysis and feedback. It uses natural language processing or NLP to transcribe calls and conversations to help the business improve on its customer interactions and enhance the overall sales performance.
What type of insights can conversational intelligence platforms provide?
It can help with customer retention, enhancing existing customer service, boosting sales performance, and improving the conversion rate.
How does conversational intelligence impact sales and eCommerce?
Conversational intelligence software can help you understand customer needs and the most important pain points. Once that’s done, it allows businesses to personalize their sales approach and enhance the customer experience, allowing the company to win more clients and increase its revenue in the future.
How does conversational analytics improve call center KPIs?
The conversation intelligence software market is pretty huge. If you are using the best conversation intelligence software, you can gain insights into customer data while providing real-time monitoring, guiding the company towards improving their weaknesses. Ultimately, it can help the company achieve its goals and focus on what’s bringing value to the company.
What is the difference between conversation intelligence and revenue intelligence?
Revenue intelligence works when there is conversation data. Conversation intelligence uses AI on sales data and conversations and produces actionable insights in real time. Revenue intelligence then uses the insights from deals to manage revenue effectively.
What is the difference between chatbot and conversation AI?
A chatbot is the simpler version of conversational AI, stimulating a conversation with a user through basic rules. On the other hand, conversational AI utilizes advanced technology to create more natural interactions with the user.