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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

  • Capabilities
  • Use Cases
  • Benefits
  • Integrations
  • FAQs

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.

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

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 fails, 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.

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, feature gaps, and new customer needs, 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. Spot risks earlier, step in sooner, and fix retention issues before customers leave.

Benefits of Conversation Intelligence

How can Conversation Intelligence help your role?

  • CMO / VP Digital Marketing: Reduce friction that drives cost, churn, and brand risk. 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: Automate QA evaluations and track quality and adherence trends over time.

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.
  • 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.