Turn every conversation into trustworthy, reportable data
Actionable intelligence shouldn’t get lost in unstructured conversation data
Every conversation holds signals about what’s happening with your customers, but most of it never makes it into a report. Tagging depends on whether a rep remembered the right macro, and CSAT surveys catch as little as 10–15% of conversations, so the rest of the picture goes missing. Conversation Intelligence is a type of AI Attribute. An AI Attribute is AI that reads conversation content and populates attribute values automatically, reducing the need for manual tagging.
How Conversation Intelligence works
Conversation Intelligence captures insights from customer conversations automatically. It classifies the reason, scores the outcome, extracts the key details, and triggers custom workflows, with the AI’s reasoning attached to every value.
Workflow triggered
AI CSAT 90
Surfaced insight
Trend identified
Routed to Support
Order Questions
Routed to Product
AI CSAT 80
AI CSAT 70
Routed to Billing
Feature Request Created
Task Created
Workflow triggered
Shipping Updates
Escalated to Accounts
Classify every conversation, consistently
Define your categories and the AI buckets every conversation into one, based on the full conversation rather than just the opening message. A conversation that starts as one type of request and ends as another gets the proper classification.
Score satisfaction, sentiment, effort, and more
AI CSAT infers a 1–5 satisfaction score automatically on every closed conversation, and the same engine scores sentiment and customer effort, flagging a low score or high-effort conversation for a manager to review.
Extract the details, no engineering ticket required
Extractors pull the details buried inside a conversation, like an order number, a root cause, or a product SKU, and turn them into a normal, reportable field automatically.
Classify every conversation, consistently
Define your categories and the AI buckets every conversation into one, based on the full conversation rather than just the opening message. A conversation that starts as one type of request and ends as another gets the proper classification.
What Conversation Intelligence delivers
Classifier
Buckets every conversation into a category you define, like contact reason, topic, or sentiment.
Score
Infers a satisfaction, sentiment, or customer effort score on every closed conversation.
Extractor
Pulls open-ended values like order numbers or root causes out of conversations automatically.
Visible reasoning
Every value ships with the AI’s rationale attached, auditable without re-reading conversations.
Human overrides
Correct any value by hand; it won’t be silently overwritten on the next run.
Trigger custom workflows
Route, flag, or create follow-up actions automatically; no separate tool or sync required.
500+ reviews“Conversation Intelligence has given us a much smarter way to understand and route customer conversations. Rather than relying on keywords, it understands the intent behind why a customer is getting in touch, helping us get conversations to the right team more accurately and giving us much better insight into what our customers actually need.”
Drive better CX decisions with structured conversation data
See how Conversation Intelligence turns every conversation into data you can act on.
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