Voice Intelligence  is now Conversational Intelligence. Learn more about our expansion to new channels.

Conversational Intelligence

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.

Flowchart analyzing customer chat with AI and live agents about electric vehicle trade-ins and readiness.

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

Flowchart showing an incoming call, user data collection, virtual agent interaction, and sentiment analysis.
A dashboard showing a virtual agent and sentiment analysis results indicating positive sentiment.
New

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

  • Twilio Programmable Voice logo
    Voice

    Identify, extract, and analyze insights from unstructured data in voice calls. 

  • Twilio Messaging logo
    Messaging

    Now in private beta: Analyze SMS, WhatsApp, and chat conversations.

Agents

  • Customer service agent
    Human agents

    Analyze conversations between customers and human agents.

  • Chat Bubble
    Virtual Agents

    Analyze conversations between customers and virtual 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.

Flowchart showing an incoming call, user data collection, virtual agent interaction, and sentiment analysis.

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.

A smiling man holding a phone to his ear, wearing a dark jacket and green shirt with a red background.

Conversational Intelligence FAQ

Voice

Source

Status

Twilio Recordings

Available

External Recordings

Available

Calls

Available

New: ConversationRelay

Available

 

Messaging

Source

Status

New: Conversations 
(SMS, WhatsApp, WebChat, and more)

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.