What is conversation intelligence: A guide for enterprises

Conversation intelligence software transforms recorded or live customer interactions into searchable, structured business insights by combining accurate transcription with AI analysis of speakers, sentiment, topics, objections, action items, and compliance-related information. Used across sales, customer support, compliance, and product teams, it can support coaching, reduce administrative work through CRM updates, identify recurring customer concerns, and help regulated organizations detect sensitive data or required disclosures. Its effectiveness depends heavily on transcription quality, including speaker diarization, multilingual support, entity detection, timestamps, and the ability to operate in both batch and real-time settings. Unlike conversational AI, which directly engages customers through chatbots or voice agents, conversation intelligence analyzes conversations after or during they occur, and the two can be used together. The guide presents ElevenLabs’ Scribe v2 and Scribe v2 Realtime as speech-to-text infrastructure for building such systems, citing capabilities including low-latency transcription, support for more than 90 languages, speaker labeling, entity detection, and integrations suited to CRM, privacy, and compliance workflows.

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