Analytics & CX
Conversational Intelligence Suite
Extract deep insights, trends, and topic breakdowns from 100% of recorded customer interactions so product, ops, and CX teams act on what customers actually say.
Challenges
What this product helps teams solve
Untapped conversation data
Most interactions are recorded but never systematically analyzed.
Anecdote-driven decisions
Product and ops prioritize based on loudest feedback, not volume trends.
Coaching at tiny samples
Manual review cannot cover enough conversations to spot patterns.
Outcomes
Business outcomes
- Discover root causes
- Prioritize product fixes
- Coach at scale
How it works
From first contact to resolution and insight
Follow the animated workflow below—each step shows the full action path from customer contact through resolution and insight.
Conversational Intelligence Suite flow
Step 01
Ingest recorded interactions
Step 02
Transcribe and structure conversations
Step 03
Mine topics, intent, and sentiment
Step 04
Search and trend across coverage
Step 05
Export insights to BI and CRM
Capabilities
Key capabilities in detail
Full interaction coverage
Analyze conversations at scale instead of tiny QA samples.
Topic and theme mining
Discover what customers repeatedly ask, praise, or complain about.
Trend detection
Spot emerging issues across channels and time.
Conversation search
Find examples fast for coaching, product, and compliance teams.
Custom taxonomies
Organize insights around the categories your business cares about.
BI and CRM exports
Push structured insight into the tools leaders already use.
- 100% interaction coverage analysis
- Topic and theme mining
- Trend detection across channels
- Agent and queue intelligence
- Custom insight taxonomies
- Exports to BI and CRM systems
Use cases
Where teams apply Conversational Intelligence Suite
Practical scenarios with full detail—so stakeholders can map this product to real operating workflows.
Use case 01
Root-cause analysis for repeat contacts
Find why customers contact you repeatedly.
Use case 02
Product feedback mining
Surface product themes from real conversations.
Use case 03
Agent coaching theme discovery
Coach on patterns seen across full interaction coverage.
Use case 04
Competitive mention tracking
Spot competitor mentions and conversation themes.
Use case 05
Policy friction detection
Identify policies that create customer friction.
Use case 06
Executive conversation insight packs
Package trends for leadership decision-making.
Built for
Teams that own customer conversations
Designed for the roles that fund, operate, and improve customer communications every day.
- CX and insights teams
- Product managers
- Quality and coaching leaders
- Operations excellence groups
- Business intelligence teams
- Product insight stakeholders
- Research and VOC analysts
- Operations excellence leads
Related in Analytics & CX
Real-Time Speech Analytics
Monitor live calls for sentiment, compliance triggers, and keywords to guide active conversations.
Customer Experience (CX) Metrics
Track vital performance indicators like CSAT, NPS, and First Contact Resolution across all touchpoints.
AI Quality Assurance (QA)
Automate performance scoring and compliance monitoring for every agent interaction at scale.
Product FAQ
It connects conversations to CRM, helpdesk, and business systems so identity, tickets, and outcomes stay synchronized.
Turn conversations into decisions
See topic mining, search, and trend views on the interactions that matter to you.