Imagine this-you’re on a call with a prospect, and the prospect reveals vital information about their company, their goals, and why they’re considering your organization to solve their problem. As a sales rep, you can only listen and maybe, note down only a few takeaways from the conversation. But, what happens if you want to revisit the conversation summary, so you’re not missing out on any important detail? Are you thinking of call recording software? Companies have been recording calls for years, but unfortunately, the recordings usually live in a dust folder in a floating cloud. Even if you do access the calls, very few people, use them in a meaningful way. So, how can sales teams use the call recordings to derive actionable insights?‍ Enter conversation intelligence tools. When most people hear about conversation intelligence, the first thought is that it is a chatbot. But unlike chatbots, conversational intelligence software, or conversation AI is capable of assisting sales reps to achieve their goals seamlessly in tandem with human intelligence.

What is Conversational Intelligence?

Conversational intelligence software records, transcribes, and analyzes conversations, helping teams extract data-driven insights. This technology offers numerous benefits to organizations and sales teams alike.

By leveraging artificial intelligence (AI), conversation intelligence provides sales teams with a deep understanding of sales deals, surfaces relevant information at the right time, and ensures no action items are missed post-call. Instead of relying on surface-level assessments of spoken or written information, conversation intelligence uses AI to interpret intent, deliver meaningful insights, and assess sentiment from real-time data.

Key insights sales teams can gather from conversations include:

• Customer pain points
• Common topics and keywords
• Product/service objections
• Improvement suggestions
• Competitor analysis
• Talk-to-listen ratio
• Sales rep-customer interaction rate

Most conversation intelligence platforms also pair relevant metadata with conversations, including contact details, CRM fields, call direction, and duration.

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How Does Conversation Intelligence Software Work?

Conversation intelligence uses AI to analyze customer sentiment, intent, and meaning. The software records sales conversations, analyzes them, and presents insights in actionable formats that sales teams can integrate into their strategies.

For example, conversation AI can detect signs of hesitation in a client’s voice during a sales call and offer real-time solutions to guide the sales rep’s response. Sales managers can use this data to identify successful sales tactics and apply them company-wide. The technology can also handle customer inquiries autonomously or retrieve information efficiently from past conversations.

Conversation intelligence software operates using two main processes:

1. Input Analysis
   The software converts customer inputs (text or speech) into a computer-readable format. This involves advanced processes like lexical semantics, relationship extraction, name and sentiment recognition, and more.

2. Response Generation
   Once analyzed, the software generates appropriate responses using natural language processing (NLP). These responses improve over time through machine learning, helping sales reps enhance conversation quality, progress deals, and close sales faster.

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Benefits of a Conversation Intelligence Platform for Sales Organizations

1. Improve Team Coaching and Rep Development
2. Provide Real-Time Support to Drive Deals Forward
3. Automate Repetitive Sales Processes
4. Transform Data into Successful Deals

Many people mistakenly equate conversation AI with chatbots. However, conversation intelligence tools are far more advanced. Unlike chatbots, which provide automated responses with limited human insight, conversation intelligence retains the human touch, offering deeper, data-driven support.

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5 Reasons B2B Organizations Should Use a Conversation Intelligence Platform:

1. Enhance Team Coaching and Rep Development
   Conversation intelligence tools record and analyze customer interactions, offering insights into sales reps’ performance. Sales managers can pinpoint strengths and areas for improvement, providing targeted feedback. Additionally, they can identify winning strategies from top-performing reps and replicate these across the team.
   

   2. Provide Real-Time Support to Move the Deal 

   Regardless of the sales rep’s expertise, there are moments when even the most well-equipped sales rep struggles to answer their customers’ questions and objections.

   The only factor that sets a winning sales team from the other teams is their ability to handle customer queries smoothly.

   A strong coaching process helps, but it can only go so far without the aid of the right tools for real-time support.

   Conversation technology uses AI to analyze sales conversations and provides reactive and proactive cues to the sales rep in easy, digestible formats with the correct talking points such as –

   – Discovery questions:

   ‍What are the foundational questions they must ask and why?‍

   – Ways to counter common objections:

   ‍What are the most frequently asked questions and how do the reps handle them?

   – Pricing and onboarding details:

   ‍What are the key details of pricing and onboarding specific to your organization‍

   – Competition analysis:

   ‍Do your reps really know what sets you apart from your competitors? Do they know how to handle such questions?

   Conversation AI assists sales reps to answer such objections in a structured manner.

   It turns pesky rejections as signs for improvement, delays in responses will be seen as an entity to categorise issues and assign a relevant sales rep, and more.

Read More: Conversational Intelligence Software: What Is It All About?