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Home / Product companies / IV · Enterprise SaaS and software / Customer service and CX / Conversation intelligence and speech analytics
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Conversation intelligence and speech analytics Listening to every call, not just the few a supervisor has time to score You call your bank's customer care about a failed UPI payment. A recorded voice tells you the call may be recorded, and it is. Every call in a contact centre is recorded. But until recently, almost nobody listened to the recordings. A supervisor scored two or three calls per agent a month. The rest were simply kept, because the rules require companies to keep them. The industry calls this compliance.

Conversation intelligence is the industry that listens to all of them. Its software does four things:

  • It transcribes every call, turning the speech into text.
  • It finds the moments that matter: a complaint, a customer threatening to close the account, or a missed disclosure. A disclosure is something the agent must tell the customer by law, such as the charges on a loan.
  • It scores every agent on every call.
  • While the customer is still on the line, it shows the agent the right answer on screen.
Conversation intelligence transcribes every call, finds the moments that matter, scores every agent on every call and guides the agent while the customer is still on the line.Conversation intelligence transcribes every call, finds the moments that matter, scores every agent on every call and guides the agent while the customer is still on the line.

The buyers are companies that run contact centres, which were covered in Market Segment 15.1, Contact centre software (CCaaS). This is a small Market Segment of four companies, and all four build their product in India. Two of them were founded by Indians, to serve the contact centres that India runs for the world.

Every company named here has posted software engineering jobs in India. Famous companies that don't actively hire software engineers in India are left out.

The same idea, applied to sales calls, asks a different question: will the deal close, not was the customer served? It is covered in Market Segment 14.4, Revenue intelligence and sales compensation software (in Industry Vertical 14, CRM and sales tech).

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  • The companies that listen to every call
 The companies that listen to every call

Back to your call about the failed payment. Here are the companies whose software would listen to it.

Uniphorewas founded in Chennai. It began as a speech-recognition company for Indian languages. It grew into conversational analytics and automation for contact centres around the world. That covers the transcript, the sentiment, meaning whether the customer sounds calm or angry, and real-time guidance for the agent. It now sells a broader AI platform for large companies, built on the same models. Its Indian centres make up most of the company. Uniphore has engineers in Bengaluru and Chennai, and more job postings than any other company in this Market Segment. Observe.AIwas founded by Indian engineers. It sells a conversation-intelligence platform built for the contact centre. Every call is transcribed and scored automatically, and the agent is guided in real time. Quality checks that used to cover two calls a month now cover all of them. The industry calls these checks quality assurance. Observe.AI has engineers in Bengaluru. Level AIsells the same automatic quality assurance and conversation analytics. It also sells agent assist, which suggests answers to the agent during the call, and workflow automation on top. Level AI has engineers in Delhi and Bengaluru.

One company here is covered mainly in another Market Segment. Verint sells interaction analytics, the older generation of the same product. It has engineers in Bengaluru for this work. (More on it in Market Segment 15.1, Contact centre software (CCaaS).)

Every call heard.

The shift these companies sell is from sampling to a census: from checking a few calls to checking every one. A model hears every call, scores it and summarises it. The quality team's job becomes deciding what to do about the patterns it finds. The same model, speaking instead of listening, is the virtual agent of Market Segment 15.2, Conversational AI for customer service. The three companies founded for this work now sell that too.

 A supervisor once scored two or three calls per agent a month, and now a model hears, scores and summarises every call.A supervisor once scored two or three calls per agent a month, and now a model hears, scores and summarises every call. That is what happens to your call after you hang up. Software transcribes it, scores the agent, and adds it to the patterns the bank now studies across every call.
Who they hire

Who these companies hire, and for what, is on What customer service and CX companies hire for.
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