Are you part of the 54% of companies using or planning to use conversational artificial intelligence? Then you need conversational intelligence AI to determine whether you’re getting the greatest value from the tool.
What’s the difference, and what are the benefits of conversation intelligence? Uncover what you need to know about conversational intelligence AI in this guide.
Key Takeaways:
- Conversational intelligence AI provides deeper insights into your customer interactions.
- Conversational AI is different from conversation intelligence and only refers to programs that can converse in a humanistic way.
- AI-powered conversational intelligence leads to cost savings, happier customers, and high-quality support teams.
What Is Conversational Intelligence AI?
Conversational intelligence AI specifically refers to advanced software that examines conversations. The tool then produces sophisticated data and insights about those interactions.
It is often an extension of conversational AI, but it is not the same thing. Other terms for this technology are “AI-powered conversational intelligence,” “conversation intelligence software,” or just “conversation intelligence.”
What’s the Difference Between Conversational AI and Conversational Intelligence AI?
The full term itself (“conversational intelligence artificial intelligence”) might seem redundant. However, it’s simply one way to express exactly what the AI is doing for you and how it differs from mere conversational AI.
Conversational AI at a Glance
Conversational AI is software that uses machine learning and natural language processing to interact with a person in a human-like manner. Advanced interactive voice response systems and chatbots are common customer service examples. Generative AI tools, such as Intermedia Unite’s AI Assistant, are another example of conversational AI.
In the past, information requests from software would typically require strict coding syntax. Customer-facing applications demanded preset responses. For example, you could only input the digit of a menu option, or you might respond verbally with a few specific words or phrases the program could understand.
Now, you can chat with the program (verbally or textually) as if you were speaking to another person. The software usually understands what you mean and offers a response that fits the context.
How Conversational Intelligence AI Is Different
With conversational intelligence AI, the focus is on the application’s knowledge base, not its method of interaction. The key technologies are the software’s ability to analyze conversations and provide valuable information about those discussions.
Of course, conversational intelligence AI can then use conversational AI to share those insights. As a result, the outputs are more readable reports instead of dense data. You can also access the information in attractive visualizations and dashboards.
Think of it this way: Conversational AI works like a virtual agent interacting with your clients. It’s also a research assistant providing information to your human team members.
Conversational intelligence AI is the supervisor or coach behind the scenes. It examines interactions to determine how things went. It’s also this part of your AI that ensures the answers your conversational AI offers are accurate.
With enough data and training, conversation intelligence can even suggest how to improve interactions the next time. Even better, it can analyze large data sets from many interactions to find important patterns.
What Are Practical Examples of Conversational Intelligence AI in Action?
There are many excellent use cases for conversational intelligence AI that give you a customer service advantage.
Sentiment Analysis
Sentiment analysis is a foundational piece of conversation intelligence. A great example is Intermedia’s Agent Evaluator. The tool can look at a call and decipher whether the customer’s sentiment was positive, negative, or neutral at different points during the interaction.
This information can clue you into how well individual agents (human or AI) are performing and which scripts work best. Comparing the results across your team can also give you a better idea of how customers view your brand.
Transcription and Redaction
You’ve likely read an AI-generated transcript that struggled with your industry terminology. Conversational intelligence AI permits more accurate transcriptions because it can refer to your knowledge base for accuracy.
Additionally, written records of meetings are also more accurate. Plus, you can easily command the app to redact sensitive information to ensure compliance and privacy standards while still delivering valuable insights.
Meeting and Interaction Summaries
Beyond transcriptions, you can also have your conversation intelligence create concise summaries. These can serve as minutes for action items from meetings.
You could also create individualized meeting summaries that extract relevant details for a specific team member or department. Naturally, supervisors can also get summaries of the content of customer calls instead of having to read the entire transcription.
Topic and Entity Detection
Conversational intelligence AI improves your ability to organize and archive key information. Your program understands the topic of conversations, allowing you to quickly group related discussions together. Entity detection identifies recurring subjects that might otherwise seem unrelated but actually indicate noteworthy patterns.
Analytics and Predictive Insights
Before conversational intelligence AI, your management team could only grab a sample of interactions to form ideas about customer or employee trends. AI lets you easily examine the whole organization.
Plus, your AI helper does the hard work of processing and computing that data to help you with forecasting for better decisions. Whether it’s what to sell or how to train new agents, you have actionable information.
All these features equate to outstanding benefits:
- Better customer experience through personalized recommendations and proactive service
- More engaged agents because of better training for a stronger team
- Additional cost savings because you only hire when you need to and your existing agents can accomplish more work without overextending themselves
When you use it correctly, conversational intelligence AI is a win-win for your brand and your clients.
Are You Ready To Access Conversational Intelligence AI in a First-Rate Contact Center Platform?
Effective conversational intelligence AI starts with a solid communications platform for connecting with customers. Talk to one of our agents at Intermedia about how our world-class contact center’s AI helps you deliver smarter customer engagement.
Mark Sher
Mark Sher, a 30-year telecom and cloud communications executive, is the SVP of Product Marketing for Intermedia Cloud Communications, a leading provider of UCaaS, CCaaS, and business cloud application solutions to partners and the businesses they serve. In his role, Mark has global responsibility for all direct and indirect product marketing at Intermedia including product launches, product messaging and positioning, competitive intelligence, analyst relations, and cross-channel pricing. https://www.linkedin.com/in/mark-sher-528925/
July 25, 2024
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