Automatically analyze all your customer interactions—whether they’re chat, email, or voice. Discover why customers reach out, how your team handles conversations, and what to improve.
Learn from customer conversations at scale
Make conversations your go-to source of customer insights. Use them to spot quality issues, uncover the root causes, and find improvement opportunities—from automation possibilities to emerging problems.
Understand the root causes behind customer issues
Stop waiting on surveys or sample analytics. Instead, analyze every customer interaction to uncover what’s driving contact and how sentiment shifts over time.
Customer Insights reveals the bigger picture of what customers are saying—so you can anticipate problems, improve products and processes, and reduce repeat contacts and churn.
Use customer conversations to fuel growth, retention, and cost-efficiency
Spot what’s driving demand, creating friction, or putting retention at risk. So you can take proactive, data-driven action instead of playing catch-up.
Increase conversions and revenue with AI commerce agents
Design AI agent experiences that don’t just resolve issues, but guide customers through purchases too. Use customer interactions to guide your AI agent strategy—from when agents reach out to which content customers see.
Move from reactive to proactive AI automation with proven conversion insights. Know which conversations drive results, and scale them up to deliver the right engagement, at the right time, to the right customers.
Top impact metrics:
Conversion rate
Improve AI deflection without impacting the customer experience
Get a fuller picture of your customer experience, including changes in sentiment, exchange patterns, and root causes of contacts. From here, planning your support strategy is easy—understand which interactions AI can handle, which need human assistance, and where your AI agents need refinement.
You’re left with clear insights to improve deflection rates while providing the support your customer deserves. Zero trial and error needed.
Top impact metrics:
Deflection rate
Automate manual tasks and proactively address customer issues
With every customer interaction analyzed and categorized automatically, there’s no need for slow after-call work. The analysis also surfaces emerging issues and common questions, so your team can address problems early.
Understand which issues are costly, complex, or poorly resolved—then streamline workflows, improve agent guidance, and reduce unnecessary effort. The result? An efficient support operation where you can see what’s driving up costs.
Top impact metrics:
Cost per contact
Use customer conversations to inform better product decisions
Product issues show up in customer conversations long before they appear in surveys or usage data. Conversation Intelligence highlights friction points, feature gaps, and new customer needs, and connects them to conversation topics, sentiment, and trends.
With these insights, product teams can confirm roadmap priorities, spot competitor mentions, and act on feedback faster.
Top impact metrics:
Top customer-reported product issues identified
Spot churn signals early and act before it's too late
Changes in customer contact frequency, sentiment, and unresolved issues can be early signs of churn. Conversation Intelligence keeps an eye on these signals and highlights where customers are getting frustrated. Spot risks earlier, step in sooner, and fix retention issues before customers leave.
Top impact metrics:
Early churn risk signals identified
How can Conversation Intelligence help your role?
Reduce friction that drives cost, churn, and brand risk
Identify top pain points impacting loyalty
Reduce support-driven friction across digital journeys
Track sentiment shifts tied to campaigns and changes
Fix what’s driving contact and scale up support
Understand which use cases to automate with AI agents
Improve deflection by fixing self-service content
Reduce friction that blocks conversion and retention
Spot churn risks early and act with confidence
Monitor customer sentiment and experience trends
Detect repeat issues and unresolved friction sooner
Align teams around a single source of customer truth
Lower costs while improving experience quality
Reduce repeat contacts and escalations
Improve agent effectiveness with real conversation insights
Balance efficiency goals with customer satisfaction
Deliver consistent quality without manual reviews
Evaluate agent performance across all conversations
Coach agents with real, contextual examples
Automate QA evaluations and track quality and adherence trends over time
Connect to your favorite customer service and interaction platforms
Frequently asked questions
Contentsquare shows what happens in digital journeys and product usage. Conversation Intelligence adds what customers say and why they reached out, connecting support signals to product and digital behavior for a more complete view.