Notes on conversation intelligence
78 posts / page 2 of 7
21 November 2025/Terje Ennomäe
Real-time support: how Agent Assist helps every call
Agent Assist gives contact centre teams real-time support — campaign nudges, compliance reminders and upsell prompts — during the call, not after.
3 June 2025/Terje Ennomäe
Sales monitoring: what it is and why it works
Automated sales conversation analysis evaluates every sales call, not a few. Spot winning arguments, coach with confidence and capture more leads.
17 April 2025/Terje Ennomäe
Process management with AI-scored calls
Combine automatic summaries and quality scores to see why calls happen, why issues go unresolved, and where to fix processes to raise FCR.
9 April 2025/Terje Ennomäe
Change management powered by conversation data
Most everyday management decisions still rely on gut feel. See how conversation data turns daily calls, chats and emails into confident change.
14 March 2025/Terje Ennomäe
Automatic QA case study: a Nordic telecom
How a leading Nordic telecom moved from reviewing under 1% of calls to scoring 100% — cutting QA time and cost while lifting resolution and NPS.
19 February 2025/Lauri Ilison
Automatic quality scoring with generative AI
How LLM-based automatic quality scoring evaluates 100% of calls across five key aspects — on anonymised data — to streamline coaching and QA.
12 February 2025/Terje Ennomäe
Benefits of automatic quality scoring in service
Automatic quality scoring reviews every conversation for scalable, consistent, unbiased evaluation — freeing coaches to focus on targeted training.
4 October 2024/Terje Ennomäe
Benefits of automatic summaries for all
Automatic summaries help customers and agents alike — no repeating themselves, shorter waits, less after-call work and full focus on the call.
25 September 2024/Terje Ennomäe
Reasons to use automatic call summaries
Automatic summaries cut after-call work, standardise notes and free agents to focus on customers. Here are the reasons to adopt them.
13 August 2024/Terje Ennomäe
6 user personas for conversation analysis
See how six roles — from quality and sales to product and marketing — turn customer conversations into decisions with conversation analysis.
30 July 2024/Terje Ennomäe
The benefits of e-learning for platform users
A well-maintained knowledge base with e-learning helps users master conversation analytics faster — self-serve support, videos and use cases.
17 June 2024/Terje Ennomäe
Customer service optimisation with analytics
Optimise customer service by knowing what and where to improve. Analyse conversations first, then route, deflect and automate with confidence.