CONVERSATION INSIGHTS AGENT
Get instant insights from every interaction
Turn every conversation into an opportunity to improve agent performance, reduce churn and boost loyalty.
AI-Powered Insights. Stronger CX. Lower Costs.
Spot trends, sentiment, and agent performance gaps—fast—with natural language prompts and customized dashboards.
Benefits
Get a Complete View of Your Contact Center
Scale effortlessly with generative AI that analyzes 100% of customer conversations—no manual effort, no sampling gaps—while customizable dashboards help you track the metrics that matter most.
Find Customer Trends by Asking in Plain Language
Uncover hidden call drivers, generate conversation summaries, analyze customer sentiment, and detect topic trends, without relying on predefined keyword lists.
Better Reporting Without the Wait
Automate quality management, compliance monitoring, and performance evaluations—allowing quality managers to create scorecards and establish evaluation criteria in hours rather than days.
Ask, Analyze, and Act with
Conversational Insights Agent
Turn every conversation into an opportunity to improve agent performance, reduce churn and boost loyalty—without technical barriers.
CONVERSATION FACTS
Ask natural language questions to instantly uncover insights from every customer call—no keywords, tags, or technical expertise needed. It’s like having an AI-powered analyst who knows your business and gives you the answers you need—instantly.
AUTOMATED QM AND SCORING
Automate QA across 100% of your calls—no more random sampling or manual scorecards. Spot coaching needs, compliance gaps, and performance trends after every call, then jump to key moments to validate each score with evidence. It’s scalable, consistent, and always on—so your QA team can focus on action, not admin.
TOPIC DISCOVERY AND DRILLDOWN
Learn emerging call drivers beyond predefined tags, with AI that surfaces new topics as they trend. Drill into each one to explore customer sentiment, agent tone, and conversation intent—all in one view. Conversation summaries powered by LLM help you quickly grasp what happened, why it happened, and how it made your customers feel—so you can act faster and smarter.
CUSTOMIZABLE REPORTS AND DASHBOARDS
Access all your key metrics in one place with fully customizable dashboards. Whether you’re in QA, CX, or supervisor, tailor views to show what matters most—customer sentiment, agent performance, or call drivers. With shared data and role-specific insights, every team sees what drives their performance—clearly.
Conversation insights agent in action
Introduction to Conversation Insight Agent
Team Performance Dashboard
Call Detail
Conversation Fact
Conversational Intelligence Resources
BLOG
Stop Analyzing. Start Acting: Rethinking the Contact Center Conversation with Artificial Intelligence
Frequently Asked Questions
What is conversational intelligence, and how does Conversation Insights Agent use it?
Conversational intelligence is the process of deriving insights from customer interactions. With fast, easy setup and natural-language queries, Conversation Insights Agent uncovers key trends, customer sentiment, and deep insights into customer needs and agent performance—helping contact centers enhance service quality, boost agent productivity, and optimize operations.
Can Conversation Insights Agent help with agent performance and compliance?
Yes, Conversation Insights Agent helps boost agent performance by identifying key areas for improvement through automated conversation analysis. It tracks compliance metrics, providing supervisors with actionable insights to ensure agents adhere to protocols and deliver high-quality customer experiences consistently.
Why is conversational intelligence important for contact center quality management?
Conversational intelligence is vital for contact center quality management as it captures valuable data from every customer interaction. By analyzing this data, businesses can uncover trends, measure agent performance, ensure compliance, and identify opportunities to improve customer satisfaction and operational efficiency.
What makes Conversation Insights Agent different from other analytics tools?
Unlike other tools, Conversation Insights Agent is built from the ground up with LLM technology, offering deeper, more accurate insights by analyzing the full context of conversations.
How can I get started with Conversation Insights Agent?
If you want to learn more about Conversation Insights Agent conversational intelligence and our other AI solutions, book a demo with our team today.