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TrackAgent

Conversation intelligence,
turned into better work.

Recurring questions and missed steps hide across thousands of calls. Conversation intelligence is about finding them, checking the calls behind them, and agreeing what to change.
Talk to salesExplore call quality

Conversation intelligence

Illustrative workflow

  1. Finding

    Uncover patterns across conversations.

  2. Review

    Evaluate insights and recommendations.

  3. Improvement

    Approve changes to agent instructions.

Insight

Customers frequently ask about expedited delivery timelines.

Recommended update

Add guidance on expedited delivery to agent instructions, for review.

From conversations to improvement

How we approach conversation intelligence.

Insight is only useful when it changes the next call. Each finding should move through four steps.
  1. 01

    Find patterns

    Surface recurring questions, issues and missed steps across calls, by client and campaign.
  2. 02

    Check the evidence

    Open the calls behind each pattern before deciding anything.
  3. 03

    Approve the change

    Agree on a change to agent instructions, approved by an authorized person.
  4. 04

    Check the result

    Review later calls to see whether the change helped.

Conversation intelligence

Less reporting.
More direction.

Go beyond summaries. See what's happening, why it matters, and what to do next.
  • Themes by client and campaignTrack recurring questions, issues and outcomes, kept separate for each client.
  • Coaching prioritiesIdentify where your team needs support.
  • Approved workflow updatesTurn insights into changes your team approves.

Campaign reporting

Illustrative workflow

Key themes from customer conversations · Client A

  • Delivery timelines
  • Product information
  • Returns and exchanges
  • Billing and payments
  • Technical support

Coaching priorities

  • Clarify delivery options
  • Handle return questions
  • Improve product guidance

Recommended updates

  • Add expedited delivery guidance
  • Update return policy instructions
  • Clarify product comparison steps

Approve with confidence

A clear path from insight to action.

A change to agent instructions should come with the calls that support it, and an approval before it rolls out.

Approval is about how agents are instructed, not about individual customer tasks. Talk to sales about how approvals would work in your operation.

Review and approve

  1. Insight identifiedFrequent questions about expedited delivery.
  2. Proposed instructionAdd guidance on expedited delivery to agent instructions.
  3. Approve and publishRoll out to your AI agents after approval.

Proposed agent instruction

When a customer asks about expedited delivery, confirm eligibility, offer the available options, and set expectations on timing.

Supporting evidence: linked calls from the campaign

Status: awaiting supervisor approval

Illustrative workflow · approval applies to agent instructions, not individual customer tasks

Contact center automation, under your control

Automation should stay under your control.

In contact center automation, the questions that matter are who proposes a change, what evidence supports it, and who approves it.
  • Evidence firstA proposed change should come with the calls behind it.
  • Approval requiredChanges to agent instructions should be approved by an authorized person.
  • Instructions, not tasksApproving instructions is different from approving each customer task; both need a clear owner.

Related reading

Same conversations. Stronger operations.

Let's talk about your operation.

Talk through your call types, quality standards and the improvements you want to make.
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