CallRail Launches Conversation Intelligence Suite

Lead intelligence platform CallRail has launched a new AI-based feature aggregating analysis of multiple conversations to surface trends, opportunities and risks.

CallRail's clients are businesses 'of all sizes' looking to track each lead, attribute it to the appropriate marketing activity, and optimize their promotional activity based on analysis of 'every call, text, chat and form'. Its product integrates with leading marketing and sales software.

The new capability analyses 'up to 100 customer calls' from one campaign, using conversational AI. Outputs include 3-6 sentence summaries to give marketers a quick, accurate overview of what types of conversations a campaign is driving, including the 'average sentiments' of calls in a campaign each week, and the impact on customer satisfaction. These reports can themselves be monitored to track longer-term trends.

The new Conversation Intelligence suite is powered by a new Speech AI model, Universal, from AssemblyAI, trained on 12.5 million hours of multilingual speech data, including the languages of Europe's big 5 plus Portuguese and Dutch.

Sean McCrohan (pictured), the firm's VP of Technology, comments: 'Multi-conversation insights are only possible with extremely high transcription accuracy... This new, super-human capability not only ensures our customers have the most comprehensive and accurate attribution data, but also the most actionable AI-generated campaign insights from their conversations'.

The firm was founded in 2011 as a provider of inbound call tracking software and is online at www.callrail.com .

All articles 2006-23 written and edited by Mel Crowther and/or Nick Thomas, 2024- by Nick Thomas, unless otherwise stated.