Definition
Conversation intelligence (CI) is a category of AI software that records, transcribes, and analyzes sales conversations in real time or after the call. It identifies key themes, objections, competitor mentions, talk-to-listen ratios, and coaching opportunities — transforming raw call data into actionable insights for reps and managers.
How It Works
Conversation intelligence platforms use speech-to-text AI to transcribe every call in real time. Natural language processing then analyzes the transcript to identify patterns: which topics were discussed, how long the rep talked vs. listened, whether key objections were raised, and whether discovery questions were asked.
Strategist, Switchstack's AI coach, takes this further by providing real-time prompts during the call ('Ask about their current timeline') and post-call scorecards with specific improvement areas. This means managers can coach 100% of calls instead of sampling 2-3%..