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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. Speech analytics software is therefore a real asset for contact centers.

Analyze conversations for opportunities

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

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 professions 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.

Better understand your customers and ease decision-making

AI-powered conversation intelligence

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.

AI-powered conversation intelligence

Speech analytics to boost performance

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.

Speech analytics to boost performance

Conversational Intelligence FAQ

  • What is conversation intelligence software?
  • 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 conversation intelligence software?

Conversation intelligence software records, transcribes, and analyzes sales and customer service calls with the goal of improving performance. Conversation intelligence employs speech analytics to identify topics and sentiment analysis to understand the speaker’s emotions.

Conversation intelligence platforms pinpoint key moments in customer and prospect exchanges so you can easily understand how to improve in future interactions. Plus, sharing those examples and the related data is a snap with a conversation intelligence platform. Agents can effortlessly jump to key moments in calls to efficiently understand how to optimize their own pitch or customer service.

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.

  1. 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.
  2. 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.