Conversation intelligence
Conversation intelligence for contact center QA
KnownSense converts customer conversations into structured QA context so managers can understand what happened without listening to every recording end to end.
Built for
Operations leaders, QA heads, and supervisors who need to extract useful signal from customer conversations.
India-first buyer context
Where this fits in a real call operation
Conversation intelligence should turn call recordings into decisions that operations leaders can act on, especially when customer feedback is scattered.
Common call examples
- Objection-heavy sales calls
- Complaint calls
- Product feedback calls
- Repeat issue calls
Rollout checks
- Decide which insights should become QA flags.
- Keep transcripts tied to scorecards and agent ownership.
- Review summaries against audio samples for accuracy.
Search intent
What teams want when they search for conversation intelligence
Summarize calls for fast review.
Extract quality, risk, and compliance signals.
Search and compare conversations by agent or team.
Turn findings into coaching and process improvement.
Capabilities
A QA workflow that produces evidence, not just analytics
Call summaries
Give reviewers a concise view of customer intent, agent handling, and outcome.
Signal extraction
Identify the moments that affect quality, compliance, and customer experience.
Operational context
Connect conversation insights to the responsible agent, QA manager, and scorecard.
Workflow
From call recording to QA action
Transcribe calls
Create searchable text from recorded voice conversations.
Structure the evidence
Summaries, flags, scores, and script checks give QA teams review context.
Improve decisions
Use conversation intelligence to prioritize coaching, compliance review, and process updates.
Example evidence
A reviewable signal a manager can act on
KnownSense is designed to keep AI output reviewable: the manager sees the summary, score, transcript evidence, and the call record before taking action.
Signal to inspect
Call summaries reveal that customers keep asking about the same policy detail before the agent transfers them.
Decision it supports
The operations lead can update the process or knowledge base instead of treating every repeat issue as an agent mistake.
Operating fit
Built around real QA jobs
Focused on QA and service operations use cases.
Pairs transcript intelligence with scorecards and review ownership.
Useful for monitoring trends and individual call evidence.
FAQ
Questions buyers ask before a demo
What is conversation intelligence?
Conversation intelligence uses AI to transcribe and analyze business conversations so teams can extract insights, risks, and coaching opportunities.
How is KnownSense different from generic transcript search?
KnownSense connects transcripts to QA scoring, script adherence, flags, agents, and manager workflows.
Keep exploring
Related pages
Features
AI call quality monitoring
KnownSense helps QA teams monitor call quality with AI scoring, transcripts, summaries, flags, and agent performance visibility.
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Call center quality assurance software
KnownSense is call center quality assurance software for scoring calls, detecting risk, monitoring script adherence, and coaching agents.
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Customer support call review
Review customer support calls with AI summaries, QA scorecards, escalation flags, agent coaching, and service quality signals.
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