Conversational Intelligence

What does Conversation Intelligence mean?

Conversational Intelligence is an AI technology used to analyze conversations — both over the phone and chat — and transform them into structured, searchable data. The system can identify topics, emotions, keywords and suggested actions.

The aim is to understand what is being said, how it is said, and what should happen after the conversation — without having to manually listen or read through everything.

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🔗 Want to see how Conversation Intelligence works in practice?

Read more on our feature page

Examples of uses

Conversation Intelligence is widely used in:

• Customer Service and Support — to analyze recurring problems
• Sales Team — to identify which phrases convert best
• HR or onboarding — to follow up on the conversations of new employees
• Quality Assurance — to detect anomalies or inadequacies
• Compliance — to ensure that conversations comply with policies or regulations

How does that work?

The technique is often based on:

• Real-time or retrospectively transcribing
• Natural Language Comprehension (NLU)
• Sentiment analysis — sense of tone and emotion
• Keyword detection and tagging
• Automated summaries and insights

It allows you to follow trends, create reports and act instantly — without having to manually review each call.

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Conversation Intelligence FAQs

What is the difference between Call Recording and Conversation Intelligence?

Call recording captures the audio — but Conversation Intelligence analyzes the content and makes it searchable and usable.

Does it require a lot of resources to implement?

Modern solutions are cloud-based and can be integrated directly with the switchboard or contact center, often without heavy implementations.

Is it legal to use AI to analyze conversations?

Yes, but it requires you to comply with data protection laws such as. GDPR and informs users correctly.

Can Conversation Intelligence understand Swedish?

Yes, provided that the AI engine supports Swedish. Many modern systems handle multilingual environments.

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🧠 Want to find out how Conversation Intelligence works in lynes — and how it can improve call quality and follow-up?

Read more on our feature page or contact us and we will be happy to tell you more.

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