Conversation intelligence
Software that reviews recorded calls and message threads to surface signals, gaps and coaching moments for managers.
Use this definition in team training or when clarifying a sales note.
Definition
Conversation intelligence describes tools that transcribe and analyze sales conversations at volume, then report patterns a manager would otherwise have to find by listening. Typical outputs include buying signals, whether an appointment was asked for, unanswered customer requests and metrics by person.
The useful implementations link every observation back to the exact moment in the recording or the message, so a manager can verify it rather than trust a label.
Why it matters
No manager can listen to a month of call audio, so review defaults to a tiny and usually unrepresentative sample. Software that reads everything changes the question from which calls do I have time for to which calls matter, as long as the evidence is inspectable.