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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

  • 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

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, objective 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

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.

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.

Use customer conversations to inform better product decisions

Product issues show up in customer conversations long before they appear in surveys or usage data.

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.

Benefits of Conversation Intelligence

How can Conversation Intelligence help your role?

  • CMO / VP Digital Marketing: Identify top pain points impacting loyalty.

  • Digital Marketing / Growth Lead: Understand which use cases to automate with AI agents.

  • Chief Customer Officer (CCO): Monitor customer sentiment and experience trends.

  • VP of Customer Support / Experience: Reduce repeat contacts and escalations.

  • Director of QA / Quality Ops / L&D: Evaluate agent performance across all conversations.

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.