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Turn customer conversations into lower costs and higher loyalty

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.

Conversation Intelligence

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

  • Quality Assurance
    Move from reactive audits to proactive quality management
    Replace slow, manual QA with automatic evaluation of every conversation. Get consistent views of policy adherence, issue resolution, and agent performance.

  • AI Agent Analytics
    Understand how your AI agents perform when trust is at stake
    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.

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.

Automate manual tasks and proactively address customer issues

With every customer interaction analyzed and categorized automatically, there’s no need for slow after-call work. The analysis also surfaces emerging issues and common questions, so your team can address problems early.

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 and connects them to conversation topics, sentiment, and trends.

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

Reduce friction that drives cost, churn, and brand risk.

Digital Marketing / Growth Lead

Fix what’s driving contact and scale up support.

Chief Customer Officer (CCO)

Spot churn risks early and act with confidence.

VP of Customer Support / Experience

Lower costs while improving experience quality.

Director of QA / Quality Ops / L&D

Deliver consistent quality without manual reviews.

Connect to your favorite customer service and interaction platforms

Frequently asked questions

How does Conversation Intelligence complement Contentsquare?

Contentsquare shows what happens in digital journeys and product usage. 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.