Conversation intelligence
Software that records, transcribes, and analyzes sales calls to provide insights and improve performance.
Detailed explanation
Conversation Intelligence platforms like Gong, Chorus, or Jiminny automatically record all your sales calls and meetings, transcribe them, and analyze what works and what doesn't. They track metrics like talk-to-listen ratio, how often you talk about pricing, which questions you ask, monologue length, and competitor mentions. AI identifies winning patterns - which words, questions, and tactics correlate with won deals. Managers can review calls without attending them, you can watch your own calls to learn, and new reps can learn best practices from top performers. It also provides automatic call summaries and action items that sync with your CRM.
Synonyms
Examples
You train the whole team to do this.
Measure the effect using data from your own process.
When to use this?
Implement Conversation Intelligence as soon as your team works remote/hybrid and you can't be physically present at calls, you want to onboard new reps quickly, or you want to do data-driven coaching. Must-have for scalable sales teams.
Sources & further reading
Your Company OS approach
Your Company OS implements Conversation Intelligence and helps you actually use the insights. We train managers in effective call reviews, build coaching programs around the data, and identify your winning playbooks based on what top performers do differently. We also help with change management - teams are sometimes wary of "Big Brother", so we position it as a development tool, not surveillance.
Want to know more about Conversation intelligence?
Want to know how to put Conversation intelligence to work in your organisation? Get in touch with Your Company OS.