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Automatically analyze all your customer interactions—whether they’re chat, email, or voice. Discover why customers reach out, how your team handles conversations, and what to improve.

Turn customer conversations into lower costs and higher loyalty

  • Core capabilities

Learn from customer conversations at scale

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.

Conversation Insights

Stop waiting on surveys or sample analytics. Instead, analyze every customer interaction to uncover what’s driving contact and how sentiment shifts over time.

Customer Insights reveals the bigger picture of what customers are saying—so you can anticipate problems, improve products and processes, and reduce repeat contacts and churn.

Quality Assurance

Replace slow, manual QA with automatic evaluation of every conversation. Get consistent, objective views of policy adherence, issue resolution, and agent performance.

AI Agent Analytics

Your AI agents are handling more customer conversations, but can you depend on them? See where automation succeeds or falls short, and where customers need human support.

Common use cases

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.

Increase conversions and revenue with AI commerce agents

Design AI agent experiences that don’t just resolve issues, but guide customers through purchases too. Use customer interactions to guide your AI agent strategy—from when agents reach out to which content customers see.

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 support strategy is easy.

Automate manual tasks and proactively address customer issues

Understand which issues are costly, complex, or poorly resolved—then streamline workflows, improve agent guidance, and reduce unnecessary effort. The result? An efficient support operation where you can see what’s driving up costs.

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.

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.

Benefits of Conversation Intelligence

How can Conversation Intelligence help your role?

CMO / VP Digital Marketing

  • Identify top pain points impacting loyalty
  • Reduce support-driven friction across digital journeys

Digital Marketing / Growth Lead

  • Understand which use cases to automate with AI agents
  • Improve deflection by fixing self-service content

Chief Customer Officer (CCO)

  • Spot churn risks early and act with confidence
  • Monitor customer sentiment and experience trends

VP of Customer Support / Experience

  • Lower costs while improving experience quality

Director of QA / Quality Ops / L&D

  • Deliver consistent quality without manual reviews

Frequently asked questions

  • How does Conversation Intelligence complement Contentsquare?
    Conversation Intelligence adds what customers say and why they reached out, connecting support signals to product and digital behavior for a more complete view.

  • What will I get in the first few weeks?
    A clear view of top contact drivers and emerging issues, consistent agent assessment, and prioritized coaching opportunities based on real conversations.

  • What channels does Conversation Intelligence analyze?
    Conversation Intelligence analyzes voice, chat, and email conversations to uncover drivers, sentiment, root cause, and performance across human and AI agents.