Conversational Intelligence: Know what’s really happening

Understand how your clients perceive the market and your competitors.

• Competitor mentions: frequency with which clients mention rival companies.
• Most frequent objections: price, trust, limited coverage, etc., automatically categorized.
• Customer fit level: percentage of clients that match your ideal customer profile (based on timing or firmographic/demographic traits).
• Purchase timing: percentage of clients currently in the ideal buying window.
• Top requested products/services: in multi-product offerings, identifies which are most in demand.
• Price/coverage comparisons: key parameters customers use when comparing alternatives.
• Emerging trends: unmet needs or new requests starting to appear in conversations.

Track the quality, consistency, and effectiveness of your sales or service agents.

• Clarity of responses: percentage of clear vs. evasive answers.
• Introduction quality: whether the agent sets context properly from the start.
• Explanation skills: richness, precision, and coherence of product/service descriptions.
• Truthfulness of language: detection of misleading or exaggerated claims.
• Detected empathy: signs of care, understanding or human connection.
• Storytelling usage: how often real-world examples are used in conversations.
• Qualification questions: how well agents ask to segment or understand the client.

Anticipate and activate opportunities with a proactive commercial mindset.

• Opportunity progression: conversations moving from interest → proposal → negotiation → close.
• Hot/cold opportunities: detecting urgency vs. hesitation in client language.
• Ghosting cases: contacts that go silent after multiple follow-ups.
• Customer intimacy: trust level detected in how clients talk and engage.
• Perceived urgency: signs of time pressure (e.g. “I need to close this week”).
• Key decision makers: mentions of stakeholders or third-party approval needed.
• Interaction intensity: frequency and depth of engagement with each client.

Measure relationship health and uncover upsell signals in your existing base.

• Customer intimacy (trust level): evaluates emotional tone, mutual empathy and relationship depth.
• Satisfaction & emotional tone: automatic detection of happy vs. frustrated expressions to spot retention risks.
• Complaint types & volume: intelligent classification of issues (delivery, product, billing, service) by frequency.
• Upsell opportunities: spontaneous signals of new needs or product interest in conversations.
• Dynamic segmentation: automatically groups clients by behavior (happy, silent, demanding, proactive) or custom business variables (sector, size, recurrence).

Evaluate the discipline, rigor, and consistency of your commercial process.

• Follow-up persistence: average number of contact attempts before getting a response.
• Response time: how quickly agents reply to clients.
• Unresolved tasks: open items mentioned in conversations that remain pending.
• Price accuracy: alignment between what’s quoted and what’s actually billed.
• Message consistency: how consistently different agents present value, terms, and pricing.
• Proactivity: % of cases where the agent initiates the conversation before the client does.