Conversation Intelligence: How AI-powered Targeted Analysis is Driving Increased Revenues – UC Today

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It’s the holy grail in sales – how to get more deals over the line?


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Is the right approach being taken? Is enough being done to clinch things? Can better language be deployed?

At scale, it can be challenging for team leads and managers to be sufficiently aware of the nature and content of conversations upon which a successful outcome depends. Often, those conversations involve just two people and occur away from the influence of others who could otherwise assist the process.

Before the advent of Artificial Intelligence, conversations that had been recorded could be interrogated using keyword searches to assess and hone the skills of those doing the selling. Alternatively, for a first-hand experience, secret shopper-style test calls could be made.

However, they were inefficient and random exercises which failed to deliver insight of much value.

Today, the AI-powered constant capture and analysis of conversations can provide both real-time and retrospective intelligence capable of quickly and effortlessly surfacing and fixing any issues that may be somehow undermining sales success.

Businesses that pick a provider partner with the smartest solution are likely to win big.

“A sales conversation is often not as straightforward as you might imagine and it can be hard for keyword searching to provide a full understanding of whether or not a sale has been completed and if not, why not,” says David Kiefel, Product Manager at Dubber, the global conversation capture and intelligence platform provider, whose latest release in its ‘Moments’ series of solutions uses Natural Language Understanding (NLU) to identify key sales-related dialogue.

“For example, a customer might use a phrase such as ‘Let’s go with it’ in order to commit to a purchase. No amount of keyword searching is likely to identify that as the point at which a sale was agreed. A more sophisticated understanding of language, tone and sentiment is needed.”

Dubber Moments: Sales Close uses AI to dive deep into what a modern sales conversation actually sounds like and how participants engage with each other at that point. It identifies when a sales appointment is offered and scheduled, when and how an offer is made or negotiated, if an up-sell or cross-sell is being attempted, and if and why there is a delay to a final closure such as a sales agent being unable to provide crucial, clinching information.

“Dubber Moments: Sales Close focuses on the critical stage of the sales cycle and is a great tool for training and coaching,” says Kiefel.

“It quickly spots when and how a sales conversation has worked well and when one has ended unsuccessfully. When the latter is the case, it has the ability to dive deeper and identify a moment or an exchange of dialogue which influenced the outcome.”

“Managers and team leads have a lot of sales performance data available to them, such as appointment booking systems and marketing activity but, until now, a sales engagement voice call was not as insightful as it could have been.”

“Now they can see when sales agents are struggling to present an offer. Why is that? It may be nothing at all to do with the quality of the conversation – it may be that the business is low on stock. If that is the case, the business can respond immediately and fix the issue.”

“When thousands of call recordings are being made, it is impossible to extract that kind of instant insight via manual keyword searching.”

It seems this out-of-the-box conversation intelligence solution really can cut through the noise and make a tangible contribution to the bottom line.

And that’s something worth buying into…

To learn more about how Dubber’s latest Moments: Sales Close targeted conversation capture and intelligence solutions can help your and your customers’ businesses thrive, click here.

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