Conversational intelligence involves analysing customer and agent interactions — via voice or text — to extract insights on sentiment, intent and overall experience. By leveraging natural language processing (NLP), it identifies recurring themes, flags potential problems and uncovers training opportunities. Businesses can use conversational intelligence to optimise scripts, refine self-service tools and align support strategies with customer needs. It also helps measure agent performance and compliance by tracking key phrases or detecting emotional cues during interactions. Conversational intelligence provides data-driven recommendations that elevate service quality, reduce churn and foster continuous improvement throughout the organisation.
