Complete agent QA & customer insight

Connect the dots between agent quality and customer impact with automatic evaluation of every conversation

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Move from reactive to proactive QA

Contentsquare Conversation Intelligence is proven on 1 billion customer service interactions and built to understand how customers actually talk.

Contact Drivers automatically detect why customers contact you so you can easily fix issues that drive the most volume

Root Cause provides the core issue behind the customer inquiry to help you pinpoint what’s really behind the customer complaint

Review Reasons automatically flag conversations that need attention with tags like Escalations, Profanity, Regulatory Threats and more

[Visual] Conversation Intelligence Contact Review

Asset - Loris Paid LP -Speech and Conversation Intelligence > See what’s driving customer experience (row#1)

CQ is our predictive CSAT score that uses your conversations instead of surveys to understand customer satisfaction with your agents

Sentiment Graph provides the conversation’s emotional journey to understand points of friction and how the customer left the interaction

Resolution tells you whether the customer’s issue was solved, giving you the context needed to improve agents

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We have actually shaved a little over three minutes of AHT now that we don’t have the agent tag tickets anymore. That has reduced our cost per case by 23%.

Jon Helin

VP of Customer Support, Calendly

Spot quality issues with your human and AI agents

Conversation Intelligence provides a single place to see agent performance and customer trends, so you can understand where your team needs coaching, where product issues are causing headaches, and where AI agents need further training.

Why Contentsquare Conversation Intelligence

Leader in AI and QA

Built on Loris, an AI platform named a Cool Vendor by Gartner and a Leader in AutoQA and Customer Analytics by CMP.

More than an LLM

Uses a combination of pretrained AI models, custom AI models, and LLMs to achieve fast and accurate results.

Proven AI approach

Has delivered billions of predictions in more than 1 billion customer service interactions (and counting).

World-class data science

Maintained by our team of data scientists, so you get better results with less work.

Analyze customer conversations at scale

Schedule a meeting to learn if we’re the right AI for your QA program.

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[Visual] Conversation Intelligence AI Agent Insights