Conversation intelligence is a process of analyzing conversations in text, audio, or video files to understand their meaning and inform decision-making. It can be applied to various channels such as customer service exchanges, sales interactions, marketing efforts, e-commerce transactions, and customer experience. The technology must fit the problem and provide valuable analytics beyond content, including talk time and speaker ratio, silence, pace, overlap in conversation, entities, and intent. By leveraging conversation intelligence, businesses can improve their processes, retain customers, increase revenue, and enhance the overall customer experience. A tool like Symbl.ai provides a platform that connects through APIs or SDKs to capture conversations, determine features, and provide analytics, making it easy for developers to embed conversation intelligence into applications and boost business.