I use Conversation Insights Agent to analyze customer conversations at scale, which helps me replace manual call sampling with a broader view. The natural-language queries and AI-generated summaries make it faster to find patterns without predefined keywords. I especially like the ability to ask questions in plain language instead of building complex keyword searches or reports. The AI analyzes every interaction, surfaces emerging topics and sentiment shifts, and automatically scores calls with links to the evidence. This makes the insights more actionable for coaching and quality management. The automated quality scoring helps identify coaching and compliance gaps, letting us achieve consistent and actionable feedback across 100% of conversations. Plus, the initial setup was very easy. Review collected by and hosted on G2.com.

The main area I’d improve is giving users more control over how AI-generated scores and insights are tuned for different teams, customer segments, or quality standards. The evidence links are helpful for validating scores, but clearer confidence indicators and easier ways to adjust evaluation criteria would make it simpler to reduce false positives and keep automated scoring aligned with our specific QA process. Review collected by and hosted on G2.com.