# Conversation Intelligence

## Conversation Intelligence

> \[!NOTE]
>
> Conversation Intelligence, including the APIs, may use artificial intelligence or machine learning technologies and is subject to the terms of the [Predictive and Generative AI/ML Features Addendum](https://www.twilio.com/en-us/legal/ai-terms/predictive-generative-ai-features). For more details on AI usage and data, see [AI Nutrition Facts for Conversation Intelligence](/docs/conversations/intelligence/ai-nutrition-facts).
>
> Conversation Intelligence is not PCI compliant or a HIPAA Eligible Service and should not be used in workflows that are subject to HIPAA or PCI.

Use artificial intelligence (AI) to turn live conversations into actionable intelligence that supercharges human agents and drives real-time automation across channels.

[Quickstart](/docs/conversations/intelligence/quickstart)

## Tutorial

```bash !sample
curl -X POST "https://intelligence.twilio.com/v3/ControlPlane/Operators" \
  -u $TWILIO_API_KEY:$TWILIO_API_SECRET \
  -H "Content-Type: application/json" \
  -d '{
    "displayName": "Live upsell opportunity",
    "description": "Detects upsell opportunities in real-time",
    "prompt": "Identify if the customer shows interest in premium features or upgrades.",
    "outputFormat": "JSON",
    "outputSchema": {
      "type": "object",
      "properties": {
        "opportunityDetected": { "type": "boolean" },
        "recommendation": { "type": "string" }
      }
    }
  }'
```

1. Create a custom language operator with natural language instructions.
2. Add it to your Intelligence configuration's rules that run on every live interaction.
3. Receive webhook insights highlighting upsell opportunities.

Tutorial code output: "Start analyzing conversations in real-time!"

## Get started with Conversation Intelligence

Build intelligent conversation analysis into your applications. Use Twilio-authored language operators for common tasks like sentiment analysis and summaries, or create custom language operators tailored to your business needs.

Intelligence configurations work seamlessly with [Conversation Orchestrator](/docs/conversations/orchestrator) to automatically analyze voice calls and messages across all channels in real-time.

![Diagram showing a live conversation flowing into Conversation Intelligence for real-time script adherence analysis, with results pushed to an agent desktop](https://docs-resources.prod.twilio.com/fd86c72f58fe490d6523ced10252f00ed3da14c26c069ba9db9fc88623ff58aa.png)

* [Quickstart](/docs/conversations/intelligence/quickstart)
* [Set up your intelligence configuration](/docs/conversations/intelligence/create-intelligence-configuration)
* [Human agent augmentation solution blueprint](/docs/conversations/solution-blueprints/human-agent-augmentation)

## Understand core concepts

Learn how Conversation Intelligence uses GenAI-powered language operators to transform conversation text into structured insights. Intelligence configurations orchestrate when and how analysis happens, with flexible rules that trigger language operators in real-time or after conversations end.

Build with Twilio-authored language operators for common use cases, or create custom language operators with your own instructions and expected outputs. Enrich operators with Conversation Memory and Enterprise Knowledge for business-aware analysis.

### Core concepts

* [Real-time Conversation Intelligence](/docs/conversations/intelligence/real-time-conversation-intelligence)
* [GenAI language operators](/docs/conversations/intelligence/language-operators)
* [Business and customer data for language operators](/docs/conversations/intelligence/business-customer-data)
* [Conversation insights](/docs/conversations/intelligence/conversation-insights)
* [Cross-channel support](/docs/conversations/intelligence/cross-channel-support)

### Language operators

* [Use Twilio-authored language operators](/docs/conversations/intelligence/use-twilio-authored-language-operators)
* [Create custom language operators](/docs/conversations/intelligence/create-custom-language-operators)
* [Custom language operator example use cases](/docs/conversations/intelligence/custom-language-operator-examples)

### Integrate results

* [Explore language operator results](/docs/conversations/intelligence/explore-language-operator-results)
* [Integrate results with your application](/docs/conversations/intelligence/integrate-results-with-application)
* [Rule Execution webhook](/docs/conversations/intelligence/webhooks/rule-execution)

## Enhance AI analysis with customer and enterprise awareness

Make language operators context-aware with customer data and business knowledge. These add-on features help you deliver personalized analysis and enterprise-specific outcomes.

* [Conversation Memory](/docs/conversations/memory) gives operators access to individual customer's profiles and conversation history for personalized insights.
* [Enterprise Knowledge ](/docs/conversations/knowledge) gives operators access to your business rules, policies, and domain expertise for enterprise-aligned analysis.

### Conversation Memory

Personalize next-best responses for live agents or enrich summaries with relevant customer context and history.

* Learn more about [customer data and language operators](/docs/conversations/intelligence/business-customer-data).

### Enterprise Knowledge

Reference agent scripts for adherence monitoring or cite business policies when providing agent guidance.

* Learn more about [business data and language operators](/docs/conversations/intelligence/business-customer-data).

## Related Products

Conversation Intelligence integrates with other products to deliver comprehensive conversation analysis with business and customer context.

### Conversation Orchestrator

Unify conversation management across all channels.

[Product Docs](/docs/conversations/orchestrator)

### Conversation Memory

Persist customer data for AI-powered experiences.

[Product Docs](/docs/conversations/memory)

### Enterprise Knowledge

Provide business and policy context for AI-powered experiences.

[Product Docs](/docs/conversations/knowledge)

### Twilio Agent Connect (TAC)

Connect AI agents to live conversations and empower them with real-time intelligence.

[Product Docs](/docs/conversations/agent-connect)