Conversation Intelligence

What is Conversation Intelligence?

Kixie’s Conversation Intelligence provides deep insights into sales and support calls by analyzing spoken dialogue, sentiment, and keyword usage. This tool helps managers and teams review call quality, track adherence to key messaging, and identify coaching opportunities—all from an intuitive dashboard.

Benefits of Conversation Intelligence

• Ensure Messaging Consistency – Identify if agents are using key phrases and words effectively in their conversations.
• Analyze Agent Behavior – Gain insights into agent sentiment, listening skills, and engagement during calls.
• Understand Customer Sentiment – Assess how customers respond emotionally throughout interactions.
• Identify Coaching Opportunities – Use dynamic call scoring to pinpoint areas where agents can improve.

How to Enable Conversation Intelligence

Conversation Intelligence is a per-agent add-on that transcribes and analyzes call recordings for deeper insights. To enable it for an agent, follow these steps:

Steps to Enable Conversation Intelligence

1. Log in to the Kixie Dashboard.
2. In the left sidebar, click “Manage.”
3. Under Manage, select “Agents.”
4. Locate the agent you want to enable Conversation Intelligence for.
5. Click the pencil icon next to the agent’s name, or click their name and then select “Edit Agent” on the next page.
6. Click the “Edit All” pencil icon in the top right.
7. Navigate to the “User Products” tab.
8. Toggle “Conversation Intelligence” ON.
9. Click Save to apply the changes.

Once enabled, Kixie will begin transcribing and analyzing the agent’s call recordings for better call insights and coaching opportunities.

Configuring Conversation Intelligence Settings

Once Conversation Intelligence is enabled for your agents, you can customize its settings to tailor how calls are analyzed and scored. You can define the minimum call duration for transcription, select keywords and phrases to track, and decide which call attributes contribute to the overall Call Strength Score.

Accessing Conversation Intelligence Settings

To configure these settings, follow these steps:

1. Log in to the Kixie Dashboard.
2. Click “Manage” in the sidebar.
3. Under Manage, select “Account Settings.”
4. Click “Edit All.”
5. Navigate to the “Conversation Intelligence” tab.

Once in this tab, you can adjust the following settings:

Call Strength Calculator

The Call Strength Score helps evaluate calls based on key factors. You can choose which elements should contribute to the score:

• Keywords – Track specific words used during calls.
• Phrases – Identify whether agents use predefined sentences.
• Call Sentiment – Assess overall sentiment (positive, neutral, or negative).

Enable all three for a comprehensive evaluation, or customize the settings based on your business needs.

Minimum Call Duration

Define the minimum call length (in minutes) required for transcription to begin.

• Increase the duration if you only want to analyze longer, more substantial calls.
• Lower the duration to capture and analyze more calls.

Phrases Tracking

Monitor specific sentences or phrases that agents should use during calls. If Phrases is enabled in the Call Strength Calculator, the call score will increase when these phrases are used and decrease when they are missed.

• To add a phrase – Click the + icon.
• To edit a phrase – Click the pencil icon.
• To delete a phrase – Click the trash icon.

Keywords Tracking

Similar to Phrases, but instead tracks individual words rather than full sentences. Use Keywords to refine call analysis by monitoring key terms.

• To add a keyword – Click the + icon.
• To edit a keyword – Click the pencil icon.
• To delete a keyword – Click the trash icon.

Viewing Conversation Intelligence for a Single Call

Calls with Conversation Intelligence are marked with a waveform icon on the Kixie dashboard. Click this icon to access detailed insights about the call.

When you open a call’s Conversation Intelligence view, you’ll see two sections:

1. Call Summary – A high-level breakdown of the conversation.
2. Full Transcription – A complete, time-stamped transcription of the call.

Call Summary Section

The Call Summary is the default view, providing key insights at a glance. Here’s what you’ll find in this section:

Call Details

Displays the contact’s name, the date and time of the call, and a breakdown of call duration, including:

• Total Duration – The full length of the call.
• Customer Duration – How long the customer spoke.
• Agent Duration – How long the agent spoke.

Call Summary

A concise description of the call’s key points, offering a quick overview without needing to read the full transcript.

Phrases & Questions

Tracks specific phrases or questions detected during the call:

• ✅ Green check – Indicates the phrase was used.
• ❌ Red X – Indicates the phrase was not used.

Keywords

Similar to Phrases & Questions, this section highlights key terms used in the conversation, helping to identify important topics.

Conversation Strength

A visual indicator of call quality based on adherence to your Conversation Intelligence settings:

• Higher scores indicate well-structured, high-quality calls.
• Lower scores highlight areas for coaching and improvement.

Call Stats

Key performance metrics to analyze conversation flow:

• Agent Monologue – Longest stretch of uninterrupted agent speech.
• Customer Story – Longest stretch of uninterrupted customer speech.
• Patience – Time the agent waited before responding after the customer finished speaking.
• Sentiment – Overall tone of the conversation (positive, neutral, or negative), automatically analyzed based on detected language.

Full Transcription Section

This view provides a complete breakdown of the conversation, displaying each speaker's dialogue along with playback controls for easy review. You can listen to the entire call, skip to key moments, and analyze the conversation in detail.

Playback Controls

Control call playback using the following options:

• Play/Pause – Start or stop playback.
• Skip Forward/Backward – Jump ahead or rewind a few seconds.
• Playback Speed – Adjust the speed to review the call at a faster or slower pace.

Conversation Waveform

The waveform visually represents when each speaker talked during the call. A red vertical line moves through the waveform during playback, marking the current position in the call. Click anywhere on the waveform to jump directly to that part of the conversation.

Call Transcription

The full transcript appears below the waveform, displaying a scrollable list of the entire conversation. As the call plays, the currently spoken text is bolded, making it easy to follow along.

Sentiment Analysis

This graph tracks the conversation's emotional tone, identifying moments of positive, neutral, or negative sentiment. If enabled in Conversation Intelligence settings, sentiment data contributes to the Call Strength score, helping assess call quality and coaching opportunities.

Learn More

Conversation Intelligence FAQs

Contact Us

Chat with us or send an email to support@kixie.com if you would like to learn more about adding Conversational Intelligence to your Contact Center.