When I try to explain Premium Conversation Intelligence™, CallRail’s enhanced AI-powered call analysis product, to friends and family over the dinner table, a funny thing happens.
There is, of course, a slick, company-sanctioned one-liner that explains what Premium Conversation Intelligence is and the problems we hope to solve with it: “Premium Conversation Intelligence helps businesses save time, provide quality service, and optimize conversions by automating call tagging, summaries, and sentiment analysis.”
But the sheer usefulness of Premium Conversation Intelligence, and the impact it can have on businesses to unlock better and smarter marketing than ever before, is so mind-bogglingly expansive that the first words out of my mouth are inevitably, “Where do I start?”
Since 2016, Conversation Intelligence has transcribed and analyzed over 100 million phone calls, providing businesses with crucial information about trending keywords and phrases in their customer conversations as well as automating helpful marketing functions like tagging and qualifying leads. Our technology is based on Assembly. AI’s state-of-the-art speech recognition model, Conformer-1, which is trained on over 650 thousand hours of recordings and provides accuracy as good or better than most human transcription services out there.
Four weeks ago, we began offering an expanded version, Premium Conversation Intelligence®, with two new features that belong in every marketer’s arsenal.
And our customers are already raving about it:
Lane Rizzardini, owner of Marion Relationship Marketing, just told us, “Premium Conversation Intelligence has been a massive time saver and money saver for our team. Historically we've had to listen to every phone call to identify lead quality to ensure proper reporting to clients. Now we can achieve this goal in a fraction of the time by reading the Call Summaries, which have proven extremely accurate in providing an overview of the call.”
"Premium Conversation Intelligence® is going to be a game changer for our agency and our clients."
- Lane Rizzardini, Owner, Marion Relationship Marketing
What makes Premium Conversation Intelligence premium?
Conversation Intelligence is far from a faddy, rushed implementation of “AI” meant to capitalize on the craze ignited by ChatGPT. In fact, Conversation Intelligence has been leveraging AI since it came to the market 7 years ago, quietly changing the game for businesses of all sizes.
Standard Conversation Intelligence, aka “the Conversation Intelligence our customers know and love,” is packed with features like automated call transcripts, key term spotting, call scoring, intelligent call highlights, and marketing automations.
Premium Conversation Intelligence adds two functions that businesses will really love if they’re ready to turn calls into their competitive advantage:
Call Summaries are 3-5 sentence takeaways auto-generated for each customer call, complete with highlighted keywords. Businesses can review call transcripts faster than ever and get a clear understanding of calls without having to listen to an entire recording.
Call Sentiments are handy thumbs-up-or-downs that show you, in real-time, whether a call is slightly or very positive or negative. Managers can be alerted to distressed calls right away and identify training opportunities to help their teams close more deals or provide better customer service.
Together, and combined with the power of everything standard Conversation Intelligence offers, these two features can save businesses time, help them assure quality sales and service, and optimize their marketing efforts to gain more leads and better customers.
1. Save time by automating tedious, error-prone tasks
Call analysis starts with a transcription. Conversation Intelligence provides transcriptions within minutes and with near human-level accuracy — something which would be not only time-consuming but also expensive for people like us to do manually.
Call summaries allow marketers and team managers to quickly understand what their customers (and employees) are saying on calls. Previously, to conduct that sort of research, you’d have to listen to a sample of your calls, maybe an hour’s worth, maybe 10 hours’ worth. With standard Conversation Intelligence, the job is a little easier, as you have transcriptions at your fingertips. But with Premium Conversation Intelligence, the entire conversation is summarized and highlighted so you can take it all in within just a few seconds.
Call sentiments also make it significantly quicker and easier for managers to identify frustrated callers or see whether their team is succeeding in keeping customers happy. See a red thumbs-down on a recent call? Click into the lead history and check the call summary to find out what went wrong.
2. Ensure quality across every call and every marketing campaign
A universal challenge faced by every marketing team that works alongside a sales team, whether you’re in-house or working with an agency, is that you can never be quite sure the sales team is talking about your products or services the exact same way you are.
This marketing/sales drift can be combatted by observing sales calls or listening to recordings, but this is where Premium Conversation Intelligence’s call summaries shine. Marketing teams can rapidly scan through calls to see what kinds of conversations their counterparts are having, as well as which keywords and phrases pop up most often in customer calls.
Sales managers can easily discover whether their teams need additional product training, or — as is sometimes the case — marketers can tweak their own product messaging fundamentals to better match customers’ concerns and interests.
3. Optimize conversions from leads captured to opportunities won
Thanks to CallRail’s flagship product, Call Tracking, it’s easy for businesses to see which search keywords, mailers, or outdoor ads drive phone calls. But knowing how often your phone rings from a particular campaign doesn’t quite paint the complete picture.
With Conversation Intelligence, AI automates the process of giving each caller a lead score or “qualifying” them — meaning you not only know which campaigns drive calls, but also which campaigns drive good-fit leads that are likely to become customers.
Premium Conversation Intelligence takes optimization to the next level. Out of these high-quality leads, marketers can read call summaries to quickly home in on what questions, objections, or other interesting trends appear most often in conversations. These kinds of insights can transform headlines, special offers, or keyword bids to optimize marketing campaigns and bring in even more of those good-fit customers.
"I polled the entire marketing team and said, ‘Tell me, what do you love about CallRail?’ And it was absolutely Conversation Intelligence."
- Jessica Katz, Managing Director, GoldenComm
Premium Conversation Intelligence turns calls into your competitive advantage using the power of AI
If you want to unlock the insights hidden in your call data, Premium Conversation Intelligence is just a few clicks away. Put call analysis on autopilot, guarantee 5-star quality, and market smarter — all with the ease of AI doing the heavy lifting.
