Notes on conversation intelligence
74 posts / page 2 of 7
14 March 2025/Terje Ennomäe
Automatic QA case study: a Nordic telecom
How a leading Nordic telecom moved from reviewing under 1% of calls to scoring 100% — cutting QA time and cost while lifting resolution and NPS.
19 February 2025/Lauri Ilison
Automatic quality scoring with generative AI
How LLM-based automatic quality scoring evaluates 100% of calls across five key aspects — on anonymised data — to streamline coaching and QA.
12 February 2025/Terje Ennomäe
Benefits of automatic quality scoring in service
Automatic quality scoring reviews every conversation for scalable, consistent, unbiased evaluation — freeing coaches to focus on targeted training.
4 October 2024/Terje Ennomäe
Benefits of automatic summaries for all
Automatic summaries help customers and agents alike — no repeating themselves, shorter waits, less after-call work and full focus on the call.
25 September 2024/Terje Ennomäe
Reasons to use automatic call summaries
Automatic summaries cut after-call work, standardise notes and free agents to focus on customers. Here are the reasons to adopt them.
13 August 2024/Terje Ennomäe
6 user personas for conversation analysis
See how six roles — from quality and sales to product and marketing — turn customer conversations into decisions with conversation analysis.
30 July 2024/Terje Ennomäe
The benefits of e-learning for platform users
A well-maintained knowledge base with e-learning helps users master conversation analytics faster — self-serve support, videos and use cases.
17 June 2024/Terje Ennomäe
Customer service optimisation with analytics
Optimise customer service by knowing what and where to improve. Analyse conversations first, then route, deflect and automate with confidence.
3 May 2024/Lauri Ilison
ASR quality, usability and data security
Three foundations of conversation analytics: accurate speech-to-text, usable tools for every team, and ISO 27001 data security with PII masking.
19 April 2024/Terje Ennomäe
Conversation analysis use cases by time frame
From same-day monitoring to multi-year archives, see how the time frame you analyse shapes what conversation analysis can do for your business.
20 December 2023/Terje Ennomäe
Automated call-centre quality assurance: a complete guide
Score 100% of conversations, not a 1–2% sample. How automated call-centre QA with AI improves consistency, coaching and customer experience.
22 September 2023/Terje Ennomäe
Mere facts versus actionable insights
Not all data from customer conversations is useful. Learn how to tell actionable insights from mere facts and focus on what drives real improvement.