Voice Intelligence is now Conversational Intelligence. Learn more about our expansion to new channels.
SIGNAL 2025 product announcements: Building customer experiences in the age of AI
Turn conversations into insights that speak volumes
Every customer interaction holds valuable insights. Unlock them to make smarter decisions, boost agent performance—both human and AI—and turn customer connections into your brand’s superpower.
Transform every interaction into valuable insights with Conversational Intelligence
Contact center quality assurance at scale
Move beyond random conversation selection with AI-driven insights to boost efficiency and agent performance.
-
Analyze 100% of conversations across languages
-
Measure and enhance agent performance with data-driven coaching
-
Continuously refine the customer support experience with incremental improvements
-
Ensure compliance with automated PII redaction
Virtual agent and Messaging support
Conversational Intelligence now integrates with ConversationRelay virtual agents and Messaging channels to bring unified AI insights across customer touch points. Sign up for the Conversational Intelligence for Messaging beta.
How does Conversational Intelligence work?
Extract customer insights and business intelligence anywhere you interact with customers.
Channels
Agents
Capabilities
Uncover opportunities to drive operational efficiency and improve customer satisfaction through Conversational Intelligence.
Analyze language with AI
Extract deep meaning from conversations with unmatched accuracy and configurability thanks to advanced AI analysis.
-
Generative insights
Customize call scoring, generate competitive intelligence, and detect intent with natural language prompts.
-
Sentiment analysis
Measure customer opinions, satisfaction, and emotional tone.
-
Entity recognition
Extract key details like names, locations, and events.
-
Conversation summaries
Quickly surface crucial call details for faster decision making.
Turn your conversations into actionable insights. Start for free.
Twilio Conversational Intelligence lets you act on conversational data with one convenient, AI-driven tool. View our pricing for Conversational Intelligence for Voice or sign up for free today.
Conversational Intelligence FAQ
Voice
|
Source |
Status |
|---|---|
|
Twilio Recordings |
Available |
|
External Recordings |
Available |
|
Calls |
Available |
|
New: ConversationRelay |
Available |
Messaging
|
Source |
Status |
|---|---|
|
New: Conversations |
Language Operators are modularized Natural Language Understanding (NLU) capabilities, powered by AI, that analyze your customer conversations and turn the data into structured information that can be used programmatically.
You can use pre-built language operators for out-of-the-box functionality like sentiment detection and call recording disclosures, or create your own custom operators for your specific analysis use cases. The inferences from the operators will show up in the conversation transcript.
Yes, Conversational Intelligence provides a single unified platform to power both human and virtual agent performance monitoring to understand a customer’s end-to-end journey. Set up Language Operators that are used across both agent types, or specify certain Operators specifically for human vs. virtual agents.
Twilio provides industry-leading accuracy. We provide you with the choice of best-in-class speech-to-text providers – with each engine and model thoroughly vetted by our in-house Machine Learning (ML) team. Transcription is also natively integrated with Twilio communications channels, providing a simple and seamless way to turn communications media into transcripts.
Yes, Conversational Intelligence supports both real-time and post-conversation transcription for voice calls. Depending on your use case, you can select which makes the most sense for you.
The platform currently supports 11 languages:
- English (US, UK, AU)
- German (DE)
- French (FR)
- Italian (IT)
- Spanish (MX, ES, US)
- Portuguese (BR, PT)
- Dutch (NL)
- Norwegian (NO)
- Polish (PL)
- Swedish (SE)
- Danish (DK)
Users should ensure compatibility with their preferred language before implementing the platform.
No, Conversational Intelligence is provider agnostic. Any stereo/dual channel recording can be converted for action.
Yes, dual-channel recordings are a crucial feature that significantly enhances the Conversational Intelligence platform's performance. By separating each speaker onto individual audio channels, this feature improves speech separation, transcription accuracy, and speaker identification. As a result, it ensures clearer recordings, more precise sentiment analysis, and better keyword spotting, making it an essential component for delivering reliable and insightful voice analytics.
Sentiment analysis is a must-have feature for businesses aiming to extract valuable insights from their voice calls. It acts like a keen listener, going beyond words to detect emotions and determine if sentiments are positive, negative, or mixed. This deeper understanding of customer feelings helps businesses track sentiment trends and respond effectively, ensuring their actions resonate with customer needs.
Conversational Intelligence takes those long chats and boils them down to the essentials. It gives you the key points—like what was talked about, what needs to be done, and any big decisions made—so you can skip the fluff and focus on what matters. It's like having a cheat sheet for your calls, helping you make decisions faster and improve how things run day-to-day.