Conversation intelligence

Call recordings and visit notes are evaluated automatically — a BANT / MEDDIC scorecard, coaching tips, keyword trackers and alerts, competitor, price, objection and loss reason analysis; a dashboard, a report type and the opportunity card.

Conversation intelligence measures what was discussed in sales conversations. It looks at two sources: the transcript of call recordings and visit notes. Every conversation is evaluated in the background when it's saved (or when a note is edited); there's nothing to do by hand.

For each conversation:

• Method scorecard — for every criterion of the sales method you chose (BANT or MEDDIC): Discussed, Partly or Not discussed, with evidence (a quote from the conversation and its time) and a suggested question for each criterion that wasn't discussed.
• Conversation metrics (on call recordings) — talk share (your side), the number of questions you asked, your longest monologue, and whether the conversation ended with a clear next step.
• Coaching tips and a conversation score from 0 to 100.
• Signals — the keywords you track, competitor names, a competitor's price, objections (and whether they were answered), loss risk and the next step.

Methods

Pick a method in Settings › Sales process › Conversation intelligence; every conversation is evaluated with it.

A criterion counts as Discussed when its topic came up in the conversation (for Budget: budget, price, payment terms; a sentence with an amount makes it stronger). If it came up only once and indirectly, it's Partly. When you change the method, conversations are evaluated again.

Conversation score

75 and above is green, 50–74 amber, below 50 red. Coverage is the share of criteria discussed (Partly counts as half).

Coaching tips

Up to eight tips per conversation, most important first:

• Criteria that weren't discussed (with a suggested question) and a partly discussed criterion.
• Your talk share above 65%: let the customer talk more; below 25%: make your proposal clearer.
• Fewer than 4 questions in a conversation longer than 90 seconds; a single monologue longer than 2.5 minutes.
• No clear next step.
• A competitor came up: explain your difference with numbers; an objection left unanswered.

Keyword trackers and alerts

A tracker is a list of words and phrases to look for in conversations (Turkish letters are folded, matches start at a word boundary: fiyat → fiyatınız). Built-in trackers:

You can add your own trackers (product names, a campaign, a complaint topic), change the words and switch built-in ones off. Each tracker has a Notification setting: No notification, To the record owner or To the owner and admins. The alert arrives as a Conversation signals notification (bell, email, phone — Notifications) the first time the tracker comes up in a conversation; it isn't sent to the person who logged the conversation, nor for conversations older than 3 days. On call recordings, objection and risk trackers look only at what the customer said.

Back to built-in trackers resets the trackers (trackers you added are removed); Re-evaluate scores every conversation again with the new settings.

Competitor, price and objection

• Competitor: a competitor name (from the tracker) mentioned in the conversation is recorded; unnamed phrases like another supplier count too.
• Competitor's price: a sentence with a price (they sell it at €4.20 a kilo) is linked to the competitor named in the same or the previous sentence; currency and unit (kg, l, piece, tonne…) are read. These prices reach the company card through the Competitor price log agent.
• Objection: each objection tracker is a separate objection. On call recordings, an objection followed by an answer from your side counts as answered, otherwise unanswered.

Where you see it

Conversation intelligence page

Reports in the menu › Conversation intelligence on the tab strip (next to Dashboard · Pipeline · Forecast · Dashboards · Reports; /gorusme-zekasi, Conversation intelligence in the command palette). At the top: period (Last 30 days · 90 days · 6 months · 12 months), source (All · Call recordings · Visit notes) and, for admins, a rep picker; sales users see only their own conversations.

Every number and chart slice can be clicked to open the conversations / opportunities behind that number on the right (number = list). Play and Video show the period as a short presentation (Play and video).

Report type and ready-made dashboard

In the report builder, the Conversation intelligence type: number of conversations, average score, method coverage, keywords, conversations with competitors, outcome of opportunities with competitors, objections, loss reason (recorded / raised in conversations), score by rep and talk share. The date range applies to the conversation date. New dashboard › Conversation intelligence sets up a dashboard of these reports. Report types

AI

Rule-based evaluation runs on every plan and the conversation isn't sent anywhere. For call recordings, if AI is on (Settings › Conversation intelligence › Also evaluate call recordings with AI; a Call Recording licence is enough) the transcript is also sent to the model. Every finding the model returns is checked against a quote that appears verbatim in the transcript; an item whose quote isn't in the transcript is dropped or downgraded to Partly. The model isn't called again until the transcript changes.

API

The recording detail (GET /calls/{id}) includes call.intel: method, score, coverage, criteria (key, label, status met · partial · missing, evidence, t, question), coaching, talk_pct, questions, longest_sec, next_step, objections (handled), competitors, prices (value, currency, unit, competitor), risks, trackers.

Limits

• Talk share, question count and whether an objection was answered are measured only on call recordings with known speakers; visit notes don't have them.
• Rule-based evaluation looks at words: bütçemiz yok (we have no budget) is an objection, but the same sentence also counts Budget as discussed.
• Conversations from up to the last 12 months are evaluated.