Conversation intelligence (CI) is AI-driven analysis of sales conversations – over the phone, in video calls or voice memos. A CI platform transcribes the call, identifies speakers, extracts topics, scores sentiment and talk/listen ratio, and surfaces coaching cues either live or post-call.
In HubSpot, conversation intelligence is part of Sales Hub Pro/Enterprise: calls and meetings are transcribed, keywords tracked and pipeline risks flagged automatically. Third-party tools like Gong, Chorus, Aircall and Fireflies cover additional use cases.
Important: conversation intelligence analyses calls – it does not run them. Teams that want calls executed autonomously need an AI voice agent on top (Synthflow, fonio.ai, Outreach Master AI Agent Calls).
Typical insights: How often does the SDR team mention competitors? Which objections come up most? At which stage do deals stall? This data improves onboarding, scripts and forecast accuracy.