Bridge the gap between digital experience and customer interactions. Understand why customers reach out, how those conversations go, and what it tells you about your entire experience.
Get more context on customer actions and sentiment
Make conversations your go-to source of customer insights. Use them to spot quality issues, uncover the root causes, and find improvement opportunities—from automation possibilities to emerging problems.
Use customer conversations to fuel growth, retention, and cost-efficiency
Spot what’s driving demand, creating friction, or putting retention at risk. So you can take proactive, data-driven action instead of playing catch-up.
Find where you can increase conversions and revenue with AI commerce agents
Design AI agent experiences that resolve issues and guide customers through purchases. Use customer interactions to inform your AI agent strategy—from when agents reach out to which content customers see.
Move from reactive to proactive AI automation with proven conversion insights. Know which conversations drive results, and scale them up to deliver the right engagement, at the right time, to the right customers.
Top impact metric: Conversion rate
Improve AI deflection without impacting the customer experience
Get a fuller picture of your customer experience, including changes in sentiment, exchange patterns, and root causes of contacts. From here, planning your automation strategy is easy—understand which interactions AI can handle, which need human assistance, and where your AI agents need refinement. You’re left with clear insights to improve deflection rates while providing the support your customer deserves. Zero trial and error needed.
Top impact metric: Deflection rate
Automate manual tasks and proactively address customer issues
Forget slow surveys and manual call reviews—instead, our AI analyzes and categorizes every customer interaction automatically. Surface emerging issues and common questions quickly, so your team can addresses problems as they happen.
Understand where to streamline workflows, improve agent guidance, and reduce unnecessary effort, so you can reduce costs and automate effectively.
Top impact metrics: Cost per contact
Use customer conversations to inform better product decisions
Product issues show up in customer conversations long before they appear in surveys or usage data. Conversation Intelligence highlights friction points, feature gaps, and new customer needs, and connects them to conversation topics, sentiment, and trends.
With these insights, product teams can confirm roadmap priorities, spot competitor mentions, and act on feedback faster.
Top impact metrics: Top customer-reported product issues identified
Spot churn signals early and act before it's too late
Changes in customer contact frequency, sentiment, and unresolved issues can be early signs of churn. Conversation Intelligence keeps an eye on these signals and highlights where customers are getting frustrated. Spot risks earlier, step in sooner, and fix retention issues before customers leave.
Top impact metrics: Early churn risk signals identified
How can Conversation Intelligence help your role?
