Act on what your customers are really saying
Your contact centre houses a goldmine of information. EvaluAgent's Conversation Intelligence helps you find insight in every interaction, understand what's driving contact, and start improving your customers' experience today.
Identify demand drivers quickly — and act on them.
Analyse every conversation to understand exactly why customers are contacting you. Spot trends, identify root causes, and uncover self-service opportunities before they become problems.
Reason for Contact
Auto-classify every interaction at scale — no manual tagging, no sampling.
Trend Detection
Surface emerging demand patterns before they spike — and get ahead of the curve.
Self-Service Opportunity
Identify interactions that could be deflected and build better self-service journeys.
Root Cause Analysis
Drill from symptom to cause across conversation data — fast, at any scale.
Volume Forecasting
Use contact driver data to predict demand spikes and plan resourcing ahead of time.
Hear the voice of your customer — across every conversation.
Move beyond NPS surveys. EvaluAgent analyses 100% of interactions to surface what customers genuinely feel, what's working, and what's creating friction — in real time.
Sentiment Analysis
Track how customers feel through every stage of the conversation — not just at the end.
Predictive CSAT
Forecast satisfaction outcomes from conversation signals before the survey is even sent.
Vulnerability Detection
Identify customers showing signs of vulnerability automatically — and route with care.
Customer Effort Score
Measure and reduce friction at every touchpoint — automatically, across every interaction.
Emotion Detection
Go beyond sentiment to identify specific emotional states — frustration, anxiety, delight.
The insight layer your QA data has always needed.
EvaluAgent's Conversation Intelligence works alongside your quality framework — not instead of it. Every insight is grounded in your actual conversations, calibrated to your context, and explainable in plain language.
Proprietary Statistics
AI-powered analytics built on millions of contact centre conversations. No black box — every insight is traceable back to the conversation that drove it.
Summarisation
Auto-generate concise summaries of every interaction. Save review time and capture every detail without lifting a finger.
Expert Intelligence
Surface the moments where your best agents do things differently — and help everyone learn from them.
- Billing (31%)
- Service issues (24%)
- Complaints (18%)
- Renewals (15%)
- Other (12%)
3 high priority
Reveal insights that were always hidden in your conversations.
Understand conversation complexity, repeat contact patterns, and true operational efficiency. EvaluAgent's analytics layer finds what manual review could never surface at scale.
Topic Discovery
Automatically identify and track the themes driving your contact volumes — no manual taxonomy needed.
Repeat Contact Detection
Spot customers reaching out multiple times about the same issue and break the cycle.
Dead Air & Silence Analysis
Identify where conversations stall and agents lose confidence — then fix it with targeted coaching.
Custom Insight Topics
Build your own topics with a no-code builder and testing console — no data science degree required.
Conversation Benchmarking
Compare performance across teams, channels, and time periods with a consistent measurement framework.
Interaction Tagging
Auto-tag every conversation to power your downstream workflows, reporting, and integrations.
From conversations to clarity — in weeks, not quarters.
Bring a sample of your own interactions. We'll show you exactly what Conversation Intelligence surfaces from your real data — before you commit to anything.
Book a tailored demoDrive meaningful change with next best actions.
Insights only have value when they lead somewhere. EvaluAgent closes the loop — turning conversation signals into coaching tasks, workflow triggers, and structured improvement plans your team can actually act on.
Smart Recommendations
AI-generated coaching suggestions tied directly to conversation evidence — not gut feel.
Workflow Triggers
Automatically fire the right action when a pattern, risk, or opportunity is detected in a conversation.
Closed-loop Coaching
Connect insight directly to coaching plans and track improvement over time — with a full audit trail.
Common questions about Conversation Intelligence
How is Conversation Intelligence different from basic call recording or transcription?
Transcription gives you words. Conversation Intelligence gives you meaning. EvaluAgent goes beyond converting speech to text — it analyses intent, sentiment, topic, and outcome across every interaction, then connects those signals to your quality framework and business outcomes.
Does Conversation Intelligence work across voice, chat, and email?
Yes. EvaluAgent is channel-agnostic by design. Whether your team handles voice, live chat, email, or a mix of all three, Conversation Intelligence works across every interaction type with the same consistency and accuracy.
How quickly can we get up and running?
Most customers are live within a few weeks. We handle the data connection, calibrate the AI to your context, and work with your team to make sure the insights land where they're most useful.
Is the insight explainable — or is it a black box?
Every insight is grounded in the actual conversation. You can trace any score, topic, or recommendation back to the specific moment in the transcript that drove it. Nothing is hidden.
Ready to hear what your conversations are really saying?
Join hundreds of contact centres using EvaluAgent to move from sampled guesses to complete, explainable conversation intelligence.
