Conversation intelligence
Analyzing recorded conversations to surface insight, trends, and coaching signals.
Conversation intelligence is the analysis of recorded conversations, usually calls, to surface insight: what topics came up, how people felt, which behaviors correlate with outcomes, and where coaching would help. It combines transcription with analytics like sentiment, keyword detection, and categorization.
The term is often associated with sales, but the same techniques apply to support and compliance. The depth varies by tool, from basic transcription and keyword spotting to scoring, identity, and compliance signals.
