Hallway chats. Notes. Emails. Recordings. They’re all ways people have tried to glean insights and highlights from calls.
And they don’t work.
The fundamental flaw in these processes is they’re all manual. Despite best intentions, manual reporting isn’t always accurate or timely (which means your analysis isn’t either). And it can accidentally leave out small things that could have big consequences down the road.
There’s a better way, and it’s powered by AI.
Our new Conversation Intelligence product shifts the time-consuming, omission-prone work of identifying call key findings from your workflow to machines. (As industry after industry has learned, those machines do a great job at jobs no one really wants to do.)
The components of Conversation Intelligence include automated call transcription, call highlights, and keyword spotting. It may sound complicated, but all this information is delivered visually in a dashboard that’s intuitive and easy to use. And it works.
“With Conversation Intelligence, I can quickly scan and make sure agents are being polite and giving the right information to customers and leads,” says Vlad Kandybovich, CEO Qshark Moving Company. “It’s way more efficient.”
Our customers told us insights from Conversation Intelligence have helped them work smarter in four ways:
- Eliminate expensive, inaccurate and time-consuming manual call reporting
- Keep customers happy — and engaged
- Identify coaching and training opportunities
- Fine-tune marketing and keyword bidding strategies
1. Eliminate inaccurate and time-consuming manual call reporting
Some of our customers say Conversation Intelligence helped them cut the time they spend analyzing calls by up to 90%. How?
First, calls are automatically recorded and transcribed. Then AI scans data to spot keywords you’ve identified and presents them as tags. Click a tag, and you’re instantly transported to the points where they appear in the recording and transcription.
When you’re ready to dive into big picture trends and insights, it’s no longer like finding a needle in a haystack. Conversation Intelligence delivers them visually. You can view them at a glance in a word cloud or a bar graph.
You can also use AI to automatically qualify or categorize calls. For example:
- You can quickly identify conversations that were driven by seasonal leads, like holiday promotions.
- If a landscape company sees more calls containing ‘lawn maintenance’ than ‘cancel’, they’re safe to assume business is blooming.
- It’s easy to narrow calls associated with the highest monetary value.
2. Keep customers happy and engaged
Conversation Intelligence can help you quickly recognize prospects who are ready to buy. It can also pinpoint customer concerns that might need attention — or lead to churn. There are a couple of ways to do this (and neither involves spending hours listening to call recordings).
You can skim automatically-generated call transcripts, or for automatic insights, you can rely on keyword spotting.
Automated keyword spotting lets you choose words and phrases to highlight and define how you want conversations classified. For example, you can:
- Flag calls as ‘needs escalation’ if the words ‘cancel’ or ‘angry’ are spoken.
- Automatically send email alerts when leads signal they’re ready to buy by tagging words and phrases like “your best price,” “this week,” or “next steps.”
- Monitor promises made to customers — and make sure they’re kept.
3. Identify coaching and training opportunities
To provide the best support to your customers and clients, it’s crucial to have insights into how reps handle each call. Managers are consistently pressed for time and don’t have hours to dedicate to training, coaching, and listening to each call’s outcome.
With automated transcripts and keyword spotting, you can quickly identify which talk tracks are being followed (or not). But that’s just the beginning:
- Identify areas for call script and talk track improvement by knowing which calls are converting — and why.
- Improve and identify areas for coaching by tagging a call as ‘training opportunity’ if certain words of a talk track aren’t met.
- To identify high-performing reps, filter calls by agent then view the frequency specific keywords are spoken. For example, if a rep is required to say “my pleasure” on every single call, you’ll be able to visualize compliance based on the size of the cloud or the frequency relative to other keywords.
As one of our customers put it, transcriptions and keyword spotting are “great for training my staff on what they do well and what they do wrong. It also helps me find data that can improve our advertising reach to short sale cycle customers.”
Speaking of advertising reach...
4. Fine-tune marketing and keyword bidding strategies
For agencies and marketers, Conversation Intelligence reveals new business opportunities and trends by automatically analyzing the language customers and prospects use. You can use this information to make the most of your marketing spend:
- Improve keyword bidding strategies by uncovering meaningful words your customers are using via call highlights. If ‘custom closets’ frequently surfaces and your company has only been bidding on “built-in closets,” there is a significant opportunity to improve the search keywords.
- Understand what sources and campaigns are driving high-value leads. Conversation Intelligence makes it easy to qualify, disqualify, mark conversions, tag, or apply monetary values based on sources.
- Out-of-the-box reporting provides an at-a-glance view of the most meaningful pieces of a conversation.
Conversation Intelligence helps marketers spend less time with recordings, transcriptions, and call data, and more time with customers and prospects. A healthcare customer recently summed up the value of the product for his practice:
AI and keyword spotting make a huge difference when you're trying to evaluate a three-person specialized team’s performance, especially when they've just started out. It saves me the cost of having one person transcribing and listening to try and get insights:
- Why does this person convert really well?
- What are the keywords?
- Are there any patterns in what they’re saying?
- Can we learn something from a high-performing team member that can be taught to the other team members?
- Are they handling an objection really well?
Optimize your campaign and keyword strategy and never miss another lead. Try Conversation Intelligence free for 14 days.