Looking for the best conversational intelligence software for your B2B business?
Well, you’re not alone.
With hundreds of AI-powered tools promising to revolutionize call transcription, agent coaching, and customer interactions, selecting the right platform requires a strategic evaluation framework.
The difference between choosing the right platform and the wrong one can impact your entire sales organization’s performance, coaching effectiveness, and customer experience quality.
Whether you’re scaling a revenue organization, leading customer support operations, or optimizing sales coaching programs, this guide covers the top tools, real pricing, feature comparisons, and practical use cases to help you make the right decision
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What is conversation intelligence software?
Conversation intelligence software is a set of tools and technologies that collect, analyze, and interpret a vast amount of speech and text data from customer or prospect conversations.These tools use artificial intelligence (AI) and machine learning (ML) to find actionable business insights from these conversations. The data collected from these conversations is used to understand the customers better and analyze the agents’ performance in-depth.
Modern conversation intelligence platforms capture customer voice data across:
- Phone calls and VoIP systems
- Video conferences (Zoom, Teams, Google Meet)
- Live chat and messaging platforms
- Email conversations
- Social media interactions
- Help desk tickets
- Meeting recordings and presentations
- Online reviews and customer feedback
11 best conversation intelligence software to invest in 2026
Software | G2 Rating | Integrations | Free Trial | Languages Supported | Best For | Key Differentiators |
Enthu.AI | 4.9/5 | Salesforce, HubSpot, Zoom, Teams, multiple dialers | Available | English, French | Contact centers, SMB sales teams, D2C | Highest G2 rating, 100% call coverage, cost-effective, custom QA frameworks |
Gong | 4.7/5 | 100+ integrations including Salesforce, HubSpot, Outreach, Salesloft, Zoom, Teams | No free trial | English | Enterprise sales, revenue operations | Trusted by 4,000+ customers, comprehensive revenue intelligence, extensive integrations |
Chorus by ZoomInfo | 4.5/5 | Salesforce (strong), ZoomInfo ecosystem, Zoom, Teams, Meet, email clients | No free trial | German, English, French, Dutch, Portuguese, Spanish | Contact centers, sales management, compliance | 14 technology patents, unified interface for calls/emails/meetings, multi-language |
Observe.AI | 4.6/5 | Standard CRMs, telephony systems, contact center platforms | Demo available | English, Spanish | Contact centers, QA teams, customer service | Industry-first contact center LLM, 100% interaction coverage, real-time intelligence |
Jiminny | 4.6/5 | Salesforce, HubSpot, Zoom, Teams, multiple dialers | Available | English | Sales management, customer success | Collaborative Playlists, Deal Insights, Sidekick CRM automation |
ExecVision | 4.4/5 | Standard CRMs, Chrome Extension for web calls, mobile app | Demo available | English | Sales teams, contact centers | Smart alerts, mobile app, Chrome Extension, conversation cards |
CallMiner | 4.5/5 | Multiple CRMs, omnichannel platforms, telephony systems | Demo available | 20+ languages (Arabic, German, English, French, Hebrew, Hindi, Italian, Japanese, Korean, Malay, Dutch, Norwegian, Polish, Portuguese, Russian, Spanish, Swedish, Thai, Chinese) | Quality management, compliance, enterprise contact centers | Omnichannel collection, speaker separation, most language support, redaction capabilities |
Avoma | 4.6/5 | Salesforce, HubSpot, Pipedrive, Zoom, Teams, Meet, GoToMeeting, BlueJeans, Aircall, RingCentral (20+ total) | Free plan available | English | Sales teams, meeting-heavy organizations | Most affordable, full meeting lifecycle support, AI-generated notes, flexible pricing |
Refract by Allego | 4.3/5 | Standard CRMs, content management systems, video platforms | Demo available | English | Inside sales, SaaS sales teams | Best practice library, AI-driven call DNA analysis, content management |
Voyc | 4.4/5 | Contact center systems, compliance tools, limited CRM integration | Demo available | English | Financial services, regulated industries | Compliance monitoring, risk identification, customer vulnerability detection |
Salesken | 4.4/5 | Standard CRMs, dialers, video platforms | Demo available | English | Inside sales, outbound sales, B2B | Real-time cue cards during calls, live objection handling guidance |
Our team spent the last two months rigorously researching, comparing, and analyzing conversation intelligence platforms across multiple dimensions. We evaluated feature sets, pricing structures, user reviews, implementation complexity, accuracy benchmarks, and real-world performance feedback from sales leaders, QA managers, and customer success teams.
We cross-referenced verified user reviews from G2, Capterra, and TrustRadius, analyzed 2,000+ individual customer experiences, and compared platforms against objective criteria including transcription accuracy, integration capabilities, ease of use, and ROI potential.
Here are our top hand-picked 11 conversational intelligence software for B2B businesses in 2026 and beyond.
1. Enthu.AI
Enthu.AI leverages advanced natural language processing and machine learning to deliver comprehensive conversation intelligence for contact centers and sales teams.
The platform automatically monitors every customer interaction, providing custom QA scoring and detailed agent performance analysis.
Teams gain continuous feedback and actionable insights to improve call quality without spending hours on manual reviews.
Best For: Sales teams, consumer brands, small to mid-sized contact centers, D2C companies, appointment setters, collections teams
Top Features:
- 100% call coverage with automatic monitoring
- Agent-wise performance analysis and benchmarking
- Custom call moments detection and analysis
- Custom evaluation forms and QA scoring frameworks
- Advanced speech analytics and NLP
- Sophisticated call filtering and search capabilities
The interface looks nice. Integrations are ready quickly. Have low costs, great monthly subscription. Best call transcription with analysis! Responsive team. Highly recommend!
Alex McConville
Head of Central Sales
Enthu. AI is an amazing and flexible conversational intelligence with strong integration capabilities. Provides high level of accuracy on call transcript and has strong word recognition.
Scott Bierbryer
Chief Revenue Officer
- Language Supported: English, French
- Pricing: custom pricing for business-specific needs. (Check their pricing page for more details)
- G2 Reviews: 4.9/5 (link to customer reviews)
2. Gong
As a trusted enterprise solution used by thousands of customers globally, Gong transforms how revenue teams analyze customer interactions across calls, emails, and meetings.
The AI-powered platform dramatically reduces time spent on call reviews while surfacing critical deal insights and coaching opportunities.
Sales leaders use Gong to build data-backed playbooks and drive measurable improvements in win rates and team performance.
Best For: Enterprise sales teams, revenue operations, sales enablement, B2B organizations
Top Features:
- Comprehensive communication capture across calls, emails, and meetings
- Real-time nudges and deal qualification tracking
- Revenue intelligence and forecasting capabilities
- Automated coaching measurements
- Data-backed playbook creation
- Extensive app integrations with CRM and sales tools
We gathered countless genuine user reviews about Gong from sites such as G2 and Capterra. We have focused on the key aspects that are crucial for practical use. Here’s what we found:
Pros
- Significantly streamlines call reviews and saves substantial time
- Provides in-depth call analysis including talk ratios and topics
- Data extremely helpful for coaching sessions
- Trusted by thousands of enterprise customers worldwide
Densy J.
Gong has been super helpful in our introduction & discovery calls. I feel more confident taking calls as I know Gong will be there to capture everything – and help me through my pipeline through its tracker.
Cons
- Expensive pricing
- Limited to English language only
- Transcription inaccuracies for technical or industry-specific terms
Miles B.
maybe that it doesnt have enough versatility sometimes i think that the dialauge gets messed up or that there really is no way of reading what happens next in the call
- Language Supported: English
- Pricing: Specific pricing details are not provided on the website. (Request a demo or contact Gong’s sales team directly for detailed pricing information)
- G2 Reviews: 4.7/5 (link to customer reviews)
3. Chorus by ZoomInfo
Backed by numerous technology patents and proprietary machine learning algorithms, Chorus delivers a unified platform for capturing and analyzing calls, meetings, and emails.
Sales teams gain instant access to transcriptions and actionable insights that help identify winning behaviors and accelerate new hire onboarding.
The platform combines deal intelligence with relationship management to provide a holistic view of revenue opportunities.
Best For: Contact centers, sales management, risk and compliance teams
Top Features:
- Unified interface for meetings, calls, and emails
- Built-in CRM integrations (especially Salesforce)
- Deal intelligence and relationship management
- Market intelligence and connected intelligence
- Automated recording and call organization
- Call snippet extraction and sharing
Pros
- High customer satisfaction with detailed transcript features
- Helps new reps learn effectively from senior colleagues’ calls
- Automated recording simplifies reviews and keyword searching
- Supports multiple languages across six major languages
Lisa H.
I love that my calls are recorded and are easily sharable to my clients. I also love that there is a transcript, so I can go back to the call and easily find the areas I need to re-listen to for notes and takeaway
Cons
- Pricing is high with limited features in the basic plan
- Navigation is overly complex and unintuitive
- Integration issues occur with some CRM systems and email clients
Michelle P.
The call being recorded is obvious. It can sometimes be a little off-putting to folks on the call – I try to downplay it and let them know it’s my digital notetaker.
- Language Supported: German, English, French, Dutch, Portuguese, Spanish
- Pricing: Chorus offers three pricing plans SalesOS, MarketingOS, and TalentOS. (Visit the pricing page for more information)
- G2 Reviews: 4.7/5 (link to customer reviews)
4. Observe.ai
Built on an industry-first contact center large language model, Observe.AI revolutionizes how contact centers analyze and act on customer conversations.
The platform monitors every single interaction in real-time, providing live conversation intelligence that empowers frontline teams to perform at their best.
Organizations use Observe.AI to automate workflows, uncover hidden insights, and drive immediate improvements in customer experience and agent performance.
Best For: Contact centers, quality assurance teams, customer service operations
Top Features:
- AI-driven search powered by contact center LLM
- Intuitive moments builder for custom triggers
- Built-in intelligence and real-time monitoring
- 100% interaction coverage
- Live conversation intelligence
- Automated workflow capabilities
After analyzing one thousand user reviews of Observe.AI from respected platforms such as G2 and Capterra, we thoroughly assessed the functionality, generating these insights.
Pros
- Intuitive interface that’s easy to navigate
- Effective AI capture and analysis of customer interactions
- Quick and easy setup process
- Strong comprehensive coaching features
- Provides valuable trend analysis based on call data
Asim R.
The best is that we are able to coach secific behvaiours as it gives us several options to choos from, it also has an advantage of adding several calls in One coachings which is great we are covering several topics in one coaching session
Cons
- Call transcription accuracy needs improvement
- Users struggle to connect with existing telephony systems
- Limited customization for moments and scoring criteria
Jericho G.
Perhaps the thing that I dislike about Observe.AI is the way there are calls/leads with missing information. Based on experience, some calls have no transcription or have recordings that are disrupted.
- Language Supported: English, Spanish
- Pricing: Depends on the specifics of your business. Contact them for custom pricing.
- G2 Reviews: 4.6/5 (Link to customer reviews)
5. Jiminny
Purpose-built for sales, customer success, and revenue teams, Jiminny creates a collaborative environment where customer insights flow seamlessly across business functions.
The platform’s signature features include Playlists for streamlined onboarding, Deal Insights for pipeline transparency, and Sidekick for eliminating manual CRM data entry.
Sales leaders rely on Jiminny to maintain team motivation while building the skills and confidence needed for consistent performance.
Best For: Sales management, customer success teams, revenue operations
Top Features:
- Collaborative Playlists for onboarding
- Deal Insights for pipeline visibility
- Sidekick for automated CRM activity logging
- Call recording and analysis
- Coaching tools for skill development
- Seamless customer insights sharing
Pros
- High satisfaction with call recording and analysis features
- Easy integration with Salesforce and HubSpot
- Automatic transcriptions save considerable time
- The commenting feature helps identify improvement areas
Carla Jean B.
The commenting aspect in the recordings is helpful for my colleagues and me in knowing exactly where we can improve our calls. I also like the playlist for onboarding new members to the team
Cons
- Limited customization options available
- Transcription inaccuracies for technical terms and acronyms
- Some users report difficult learning curve for new users
Nina C.
Sometimes the transcripts aren’t perfect, particularly with specific terms or acronymns, but you can always figure it out!
- Language Supported: English (primary)
- Pricing: Pricing for Jiminny varies depending on the organization’s needs, team size, and desired features. (Contact their sales team for personalized pricing information.)
- G2 Reviews: 4.6/5 (link to customer reviews)
6. ExecVision
ExecVision distinguishes itself through sophisticated speech analytics that extract meaningful patterns from customer conversations.
The platform combines smart alerts with visual performance dashboards and powerful search capabilities to help teams identify and replicate winning behaviors.
With mobile app flexibility, Chrome Extension convenience, and detailed conversation cards, ExecVision ensures valuable insights are accessible whenever and wherever teams need them.
Best For: Sales teams, contact centers, customer experience teams
- Language Supported: English
- Pricing: Offer customized packages tailored to the specific needs of each organization. Contact them for custom pricing.
- G2 Reviews: 4.4/5 (Link to customer reviews)
Top Features:
- Smart alerts for key conversation moments
- Performance dashboards with visual analytics
- Advanced search capabilities
- Voice recognition technology
- Mobile app for on-the-go access
- Chrome Extension for web-based conversation recording
- Conversation cards with annotations and CRM integration
Pros
- Unmatched ability to extract valuable insights
- Identifies key behaviors to replicate successful strategies
- Offers flexibility and precision across multiple platforms
- Provides a comprehensive overview with detailed annotations
Anonymous User
Cons
- Custom pricing lacks transparency
- Limited publicly available feature details
Anonymous User
7. CallMiner
CallMiner’s Eureka platform excels at transforming messy, unstructured conversation data into clean, actionable intelligence across every customer touchpoint.
Using sophisticated AI and machine learning algorithms, the system analyzes vast volumes of interactions to identify trends, detect sentiment shifts, and provide real-time guidance for agent improvement.
Organizations depend on CallMiner to strengthen compliance, enhance training programs, boost call center metrics, and ultimately drive sustainable revenue growth.
Best For:Quality management, contact centers, sales effectiveness, risk and compliance
Top Features:
- Omnichannel collection across all communication channels
- Speaker separation technology
- Playbooks for guided workflows
- Redaction capabilities for compliance
- Multi-language support (20+ languages)
- AI-driven sentiment and trend analysis
Pros
- Ability to analyze extensive call volumes
- Intuitive interface enables efficient navigation
- Many customizable features for specific business needs
- Outstanding reporting capabilities
- Supportive community and resources available
Jason K.
I like the fact that there’s a tool that can score a chat/call/email for my consultants that I can then utilize during my 1:1 coaching sessions with each member of my team.
Cons
- Extensive startup time impacts time-to-value
- Transcription accuracy needs improvement for accents
- Some users require dedicated resources to use effectively
Anonymous User
The transcription needs much improvement. With a Marketing Call Center and dealing with guests who have accents or possibly a southern drawl, the transcript of the conversation barely matches most of them. Speech to text needs much improvement
- Language Supported: Arabic, German, English, French, Hebrew, Hindi, Italian, Japanese, Korean, Malay, Dutch, Norwegian, Polish, Portuguese, Russian, Spanish, Swedish, Thai, Chinese
- Pricing: Offers customized pricing tailored to each organization’s needs and requirements. (Contact for custom pricing.)
- G2 Reviews: 4.5/5 (Link to customer reviews)
8. Avoma
Avoma supports the complete sales meeting lifecycle from pre-meeting preparation through post-meeting intelligence and follow-up.
Teams use the platform to record conversations, deliver real-time sales coaching, automate call scoring, and generate AI-powered insights without manual note-taking or administrative burden.
With flexible pricing that includes a free tier and premium options, Avoma makes conversation intelligence accessible to organizations of all sizes.
Best For: Sales teams, customer success, meeting-heavy organizations
Top Features:
- AI meeting assistant for full meeting lifecycle
- Agenda templates and scheduling assistance
- Automatic recording and live bookmarking
- AI-generated notes and summaries
- Revenue intelligence capabilities
- Platform integrations with automatic data syncing
Pros
- Dramatically reduced time on manual note-taking
- Reliable transcriptions for capturing important details
- Search feature saves users significant time daily
- Strong analytics capabilities
- Flexible pricing with affordable entry point
Bill P.
I enjoy the transcript, the summary and the ability to toggle through the video recording. The Hubspot and email alerts make it convenient to align with prospects and opportunities.
Cons
- Limited customization options
- Integration difficulties with some tech stack tools
- Tool consumes significant bandwidth and device resources
Luke S.
I wish it had a better system on grouping calls and building a way to collect groups of calls in folders rather then tagging them.
- Language Supported: English (primary)
- Pricing: Offers flexible plans, including a free option with basic features. (Check their pricing page for more details)
- G2 Reviews: 4.6/5 (Link to customer reviews)
9. Refract by Allego
Now operating under the Allego Sales Conversation Intelligence brand, Refract decodes the DNA of successful sales conversations through advanced AI analysis.
Sales teams access best practice libraries filled with real call examples, create targeted playlists for different scenarios, and manage training content all in one place.
The system specializes in helping inside sales and SaaS teams uncover pivotal conversation moments and develop messaging strategies grounded in authentic customer feedback.
Best For: Inside sales teams, SaaS sales organizations, revenue teams
Top Features:
- Best practice library for call examples
- AI-driven analysis of successful call DNA
- Content management for training materials
- Playlist creation for different scenarios
- Performance coaching workflows
- Voice of customer messaging insights
We gathered countless genuine user reviews about Allego from sites such as G2 and Capterra. We have focused on the key aspects that are crucial for practical use. Here’s what we found:
Pros
- Extremely user-friendly interface
- Very high satisfaction with customer support services
- Improves team training and skill development
- Streamlines workflow with content management
- Accelerates the onboarding process effectively
Jimmy W.
I love the fact we can save calls in the best practice library to enable the rest of the team to hear what good sounds like and to see what there piers are doing differently
Cons
- Confusion about customization features
- Challenges during setup and onboarding
- Dissatisfaction with reporting and analytics capabilities
David S.
Their reporting capabilities are not advanced nor very flexible. Allego doesn’t seem to test some of their enhancements and bugs have been discovered after launch.
- Language Supported: English (primary)
- Pricing: Specific pricing details are not provided on the website. (Contact or demo request for more details)
- G2 Reviews: 4.3/5 (Link to customer reviews)
10. Voyc
Specifically engineered for financial services and highly regulated industries, Voyc monitors every customer interaction to maintain compliance standards and identify potential risks.
The platform automatically tracks compliance requirements, detects customer vulnerabilities, and generates performance reports that demonstrate regulatory adherence.
Financial institutions trust Voyc to balance operational excellence with risk management, ensuring consistent customer care while minimizing exposure to regulatory penalties.
Best For: Financial services, regulated industries, call handling, quality assurance
Top Features:
- 100% call monitoring for compliance
- Risk identification and alerts
- Performance reporting dashboards
- Compliance monitoring automation
- Real-time problem-solving capabilities
- Customer vulnerability detection
Pros
- High satisfaction with call monitoring and service quality
- Significant reduction in manual QA analysis time
- Quick identification of communication breakdowns
- Real-time problem-solving is effective
Raveshion M.
Their willingness to go the extra mile for the customer. The software itself is centered around the customer, and the user interface is simple for teams to adapt to
Cons
- Transcript accuracy issues
- System slowdowns affecting workflow
- Slow feature implementation and development
Mafodi T.
It is unable to accurately grade calls that are in vaneqular, Someone else can also grade a call already graded removing the first persons name. I cannot see the date the call was graded .
- Language Supported: English (primary)
- Pricing: Specific pricing details are not provided on the website. (Contact or demo request for more details)
- G2 Reviews: 4.4/5 (Link to customer reviews)
11. Salesken
Salesken takes a unique real-time approach to conversation intelligence by providing live cue cards and prompts while sales reps are actually on calls.
The AI system listens to conversations as they happen, offering immediate guidance on objection handling, script adherence, and navigation of challenging discussions.
Beyond real-time assistance, Salesken analyzes recorded calls to detect patterns in customer sentiment, competitor mentions, and early warning signs of at-risk deals.
Best For: Inside sales teams, outbound sales organizations, B2B sales teams
Language Supported: English (primary)
Top Features:
- Real-time cue cards during live calls
- Sentiment analysis and tracking
- Competitor mention detection
- Playbook enforcement capabilities
- CRM integration
- Objection handling guidance
Pros
- Provides valuable real-time assistance during calls
- Helps reps handle objections more effectively
- Analyzes both live and recorded calls comprehensively
- Surfaces deal risks early in the process
Anonymous User
Cons
- Custom pricing lacks transparency
- May require training to use real-time features effectively
Anonymous User
Pricing: Specific pricing details are not provided on the website. (Contact or demo request for more details)
G2 Reviews: 4.4/5 (Link to customer reviews)
Related: How to Choose the Best Conversation Intelligence Software?
Benefits of conversation intelligence software for B2B Businesses
The applications of conversation intelligence are extensive. Below are some of the significant advantages of conversational intelligence software:
1. Real-time personalized customer insights
Conversation intelligence software allows your sales reps to gather real-time personalized customer insights – their challenges, wants, needs, preferences, and behavior.
By identifying trends and critical moments during conversations, your reps better understand their performance objectively and receive immediate feedback for improvement.
Accordingly, you can tailor your business strategies and optimize the customer journey for better conversion rates.
2. Improved customer experience
The best way to improve customer experience is to capture your customers’ voice – what they care about, what they like or dislike about your business, and what motivates them to buy from you.
Are your customers not happy with a particular product? Do they find your website confusing? Do they want to talk to you before buying from you?
Using real-time insights from customer interactions, you can make adjustments, change, and boost your customer experience.
3. Data-driven decision making
Conversation intelligence software helps you to identify trends, themes, and opportunities to optimize your sales team’s performance.
When your reps better analyze your past customer data, they can better understand your customers and ultimately make data-driven decisions.
And when your decision has valid points and logic, you can improve your sales, marketing, and customer service efficiency and effectiveness.
4. Better sales training and coaching
Using conversation AI and analytics, this software auto-transcribes each call that you can utilize to train, coach, and nurture your sales reps.
You can find specific call moments, rate calls, share feedback, bookmark specific calls, create custom playlists, and track improvements to train and grow faster.
Moreover, you can compare your team’s performance with industry benchmarks across industries and roles.
5. Increased customer loyalty, trust, and retention
Without satisfied, happy, and loyal customers who continue to buy from you, your business won’t survive.
Listen to what your customers want and expect from you, and then try fulfilling their needs; they will trust you and become your loyal customers.
By investing in conversion intelligence software, you can not only hear your customers’ concerns and listen to their feedback through various resources but also analyze conversations’ tone, content, and context.
How to choose the right conversation intelligence software in 2026?
Selecting the right conversation intelligence platform requires evaluating solutions against your specific business requirements, team size, use cases, and budget constraints. Here are five critical factors to consider:
1. Accuracy and language support
Transcription accuracy directly impacts the reliability of all downstream insights – look for platforms offering 95%+ accuracy rates and support for your required languages, accents, and industry-specific terminology.
2. Integration ecosystem
The platform should seamlessly connect with your existing tech stack including CRM systems (Salesforce, HubSpot), dialers, video conferencing tools, help desk software, and business intelligence platforms to ensure data flows efficiently.
3. Use case alignment
Different platforms excel at different use cases – sales coaching, quality assurance, compliance monitoring, or customer experience optimization so prioritize solutions purpose-built for your primary objectives.
4. Scalability and coverage
Consider whether the platform can analyze 100% of interactions versus sampling approaches, how it handles growing call volumes, and whether pricing scales reasonably as your team expands.
5. Implementation and user adoption
Evaluate the platform’s ease of setup, intuitiveness of the interface, quality of training resources, and responsiveness of customer support, even the most powerful platform fails if your team won’t use it.
Conversation intelligence software in action
Until recently, voice teams only knew what’s happening around their conversations (e.g. first call resolution, average call duration, average wait/wrap up time etc.), not what’s happening within the conersations.
Almost always, someone had to either listen to the calls or rely on agents notes to identify what’s happening within the call.
Enters call transcription,conversation intelligence and coaching tools. They help voice teams derive meaningful insights from your voice calls, without the need to listen to even a single minute.
For example, you want to see how many of your agents are talking about relevant value propositions during the sales process.
With software like Enthu.AI, you can define your custom calling themes and start analyzing the conversations, as shown below.
Conclusion
Investing in conversation intelligence software can greatly benefit your business in various ways, from understanding your customers better to training your reps, boosting productivity, offering personalized solutions, and ultimately growing your business.
The top conversation intelligence technology listed above offers numerous features and functionalities tailored to meet the diverse needs of businesses across different industries.
By leveraging these ai tools, you can gain valuable insights from customer interactions, drive data-driven decision-making, improve customer experience, and stay ahead of the competition.
However, conducting thorough research, comparing options, and choosing the software that best fits your business requirements, goals, and needs is essential.
Remember, investing in conversation intelligence software is an investment in your business’s future success and growth.
Don’t shy away from embracing these innovative solutions, as they can significantly impact your bottom line and help you achieve your business objectives.
FAQs
1. What is conversational AI (artificial intelligence)?
Conversational AI refers to the use of artificial intelligence (AI) to allow computers to understand, process and respond to human language. Using Natural Language Processing (NLP), it powers virtual assistants, chatbots and other systems to engage in human-like conversations.
2. What are the top-rated conversation intelligence tools?
Some of the highest-rated conversation intelligence platforms in 2026 include:
- Enthu.AI – Best for call centers, sales teams, and QA coaching (G2: 4.9/5)
- Gong – Best for revenue teams and deal insights (G2: 4.7/5)
- Observe.AI – Best for real-time analysis in contact centers (G2: 4.6/5)
- Chorus by ZoomInfo – Ideal for sales enablement and meeting insights (G2: 4.5/5)
- Avoma – Great for meeting notes, summaries, and collaboration (G2: 4.6/5)
All these tools help teams record, transcribe, and analyze conversations at scale – turning raw communication data into actionable intelligence.
3. What is an example of conversational intelligence?
An example of conversational intelligence is a software that listens to customer calls, transcribes them, and analyzes the language spoken to determine customer satisfaction levels and areas for improvement, helping companies boost their service quality.
4. How does conversation intelligence improve customer experience?
Conversation intelligence tools capture and analyze customer interactions in real time to reveal what customers value most – and where they face friction.
By understanding tone, intent, and sentiment, businesses can respond faster, personalize interactions, and resolve issues before they escalate.
In short, conversation intelligence bridges the gap between what customers say and what they truly feel, helping brands deliver experiences that build loyalty and trust.
5. What factors should you consider before choosing a conversation intelligence platform?
When selecting a conversation intelligence platform, consider these key factors:
- Accuracy – Look for AI models that transcribe calls precisely and handle accents or domain-specific terms.
- Ease of use – Choose a tool that integrates easily with your CRM, dialer, or contact center software.
- Scalability – Ensure it can handle growing call volumes and multi-channel interactions.
- Security & compliance – Check for data encryption and compliance with regulations like GDPR and SOC 2.
- Actionable insights – Pick software that turns data into clear, usable feedback for your teams.
A solution like Enthu.AI checks all these boxes – making it a powerful choice for teams that want accurate, actionable, and scalable conversation insights.
6. What tools track conversation outcomes to improve future interactions?
Conversation intelligence tools like Enthu.AI, Gong, and Observe.AI automatically track and analyze every customer interaction – from calls and chats to meetings and emails.
They identify key outcomes such as sentiment trends, deal success rates, and agent performance metrics, giving managers a clear view of what drives or hinders success.
With these insights, businesses can fine-tune their scripts, coach their teams more effectively, and improve customer interactions over time.
