2021 - 2024

Conversation Intelligence • CallRail • SaaS, Marketing, AI

Conversation Intelligence leverages AI and interaction data to automate time-consuming tasks and proactively offer actionable insights.

Problem space

Call recording and transcription tools required significant manual interaction, reducing time spent running the business and restricting client load.

Lack of understanding which campaigns drive leads who convert increases amount of unqualified leads.

User archetypes

  • Small business owners

  • Marketers

  • Marketing agencies

Driving up call volume with extraneous calls can result in lower close rates as the company weeds through calls.

Atomic design principles

Collaborated closely with Design Systems Manager to design and implement new iconography, interface elements, and data visualizations.

Product strategy

Full suite of AI-powered products, including rich call summaries with Sentiment Spotlight, automation via key terms, weekly email summaries, and reporting dashboard.

Key objectives

Key results

50%

Decrease in time spent qualifying leads.

As calls come in, leads must be sorted by quality. Those with the greatest likelihood of conversion are prioritized as “Qualified Leads”.

Uncover trends in customer calls.

Dashboard reporting with sentiment analysis over time, weekly multi-conversation summaries and questions commonly asked.

AI-powered features

  • Call transcripts, summaries, and sentiment analysis

  • Key term highlighting, automation rules

  • Sentiment reporting, weekly email summaries

Proactively give actionable insights.

Quickly comprehend call content and next steps based on keywords that matter to the business. Reporting offers insight into Agent performance.

10%

Increase in lead-to-close rate.

Surface high-value leads, trigger follow-up based on keywords that matter to the business.

Pain points

More time spent reviewing calls for signs of high quality leads means less time spent running the business (SMB owner) or attending to other clients (agency partner).

Remove need to manually review calls.

Summarize calls, surface previously hidden information about a call/caller to better identify quality leads (“lead qualification”).

60%

Reduction in time spent reviewing transcripts.

Increased marketing spend results in greater call volume. Manually reviewing calls is time-consuming and often not feasible.

Next project

CallRail Labs