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Every customer interaction contains valuable signals about service quality, customer sentiment and operational performance.
Insights360 applies conversational intelligence to recorded calls to identify patterns such as sentiment, recurring service issues and communication behaviours.
By analysing interactions across large volumes of conversations, organisations gain deeper visibility into customer needs, communication quality and opportunities to improve service performance.
Communication environments often carry operational and regulatory risk, particularly in sectors where conversations may involve advice, commitments or sensitive information. Monitoring communication behaviour across large volumes of interactions can be challenging without structured analysis.
Insights360 helps organisations strengthen governance by analysing recorded conversations to identify signals that may indicate compliance concerns, escalation risks or potential safeguarding issues. This provides greater visibility & supports a more proactive approach to risk management.
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Customer sentiment refers to the emotions, attitudes and opinions customers express about a brand, product or service during interactions. By analysing customer conversations, organisations can understand whether experiences are positive, negative or neutral and identify opportunities to improve service.
Understanding customer sentiment helps organisations identify dissatisfaction earlier, improve service quality and respond more effectively to customer concerns. By analysing how customers feel during interactions, teams can address issues before they escalate and improve overall customer experience.
Customer sentiment can be measured by analysing customer feedback from surveys, reviews and recorded conversations. Conversational intelligence platforms use artificial intelligence to analyse interactions at scale and identify sentiment patterns across thousands of conversations.
Customer sentiment analysis tools typically use artificial intelligence and natural language processing to analyse conversations, feedback and customer interactions. These tools can detect emotional signals, recurring issues and communication trends within customer conversations.
Companies use AI-powered conversational intelligence platforms to analyse recorded calls and transcripts. These systems evaluate language, tone and context within conversations to identify patterns such as customer frustration, satisfaction or service issues.
Yes. AI-powered conversational intelligence platforms can analyse recorded customer service calls to identify patterns such as customer sentiment, recurring issues, communication quality and potential compliance risks. By analysing conversations at scale, organisations can gain insight into service performance and customer experience.
Conversational intelligence uses artificial intelligence to analyse spoken interactions and extract insight from conversations. It helps organisations understand customer sentiment, identify recurring issues and monitor communication quality across large volumes of interactions.
AI can improve customer service conversations by identifying patterns within interactions, detecting customer sentiment and highlighting opportunities for coaching or process improvements. This insight helps organisations improve communication quality and customer experience.
Many conversational intelligence platforms include speech analytics capabilities that analyse recorded calls and transcripts to identify themes, sentiment and behavioural patterns. These tools help organisations gain insight into customer conversations at scale.
No. Insights360 is a standalone product that integrates with a wide range of digital telephony platforms. Many customers choose to use it alongside C360, but it is not required.
No. Insights360 can analyse recorded conversations from many telephony platforms. This means organisations can deploy conversational intelligence without replacing their existing telephony infrastructure, provided calls are recorded.
Insights360 can analyse recorded voice interactions from customer service calls, contact centre conversations and other recorded communications. As long as conversations are recorded and accessible, they can be analysed to generate conversational insight.
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