Uncover valuable insights and actions in real-time
Analyze customer conversations at scale
Move beyond random conversation selection with AI-driven insights to boost efficiency and agent performance in the moment.
-
Enhance live agent performance with next-best action suggestions based on real-time data
-
Analyze 100% of conversations across languages
-
Catch script violations and churn risk mid‑conversation — instead of waiting for the next week’s report
-
Continuously refine the customer support experience with incremental improvements
The AI-powered Conversations layer
Conversation Intelligence is part of a layer of intelligence that lets you build a persistent customer memory. It surfaces intent, sentiment, and risk signals across channels to inform AI and human agents in real-time, while also enriching your customer memory.
How does Conversation Intelligence work?
Turn conversations into structured signals you can mine for insights and business intelligence on any channel, in real time.
Channels
Agents
Conversation Intelligence capabilities
Uncover opportunities to drive operational efficiency and build a persistent customer memory through Conversation Intelligence.
Transform unstructured conversations into structured data
Extract deep meaning from any conversation with unmatched accuracy and configurability thanks to real-time AI analysis.
-
Generative insights
Customize call scoring, generate competitive intelligence, and detect intent with natural language prompts
-
Real-time sentiment analysis
Detect shifts in customer intent, tone, and potential risks in order to trigger an escalation
-
Entity recognition
Extract key details like names, locations, and events
-
Conversation summaries
Automatically surface crucial call details and customer context for faster decision making and to enrich the Conversation Memory
Turn your conversations into actionable insights. Start for free.
Twilio Conversation Intelligence lets you act on conversational data with one convenient, AI-driven tool. View our pricing for Twilio Conversations or sign up for free today.
Conversation Intelligence FAQs
|
Channel |
Source |
Status |
|---|---|---|
|
Voice |
Twilio Recordings |
Available |
|
|
External Recordings |
Available |
|
|
Calls |
Available |
|
|
Conversation Relay |
Available |
|
Messaging |
Conversations |
Available |
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, Conversation 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 generative AI 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, Conversation 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, Conversation 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 Conversation 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.
Conversation 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.