13 Best Conversational Intelligence Software in 2026 (Updated in Oct)

Introduction

Every day, customer-facing teams have thousands of conversations that contain the answers to their biggest questions: why customers churn, why deals stall, and which agent behaviors drive satisfaction. Yet most of that insight is never captured. Teams still rely on post-call notes, surveys and small QA samples, which leaves the vast majority of conversations unanalyzed.

The cost of that manual work is significant. According to Salesforce’s State of Sales report, sales reps spend only 30% of their time on actual selling, with the remaining 70% consumed by administrative work, data entry and internal meetings. The same research found that 83% of sales teams using AI saw revenue growth in the past year, compared to only 66% of teams without AI. Contact centers face the same problem: QA teams can only review a fraction of interactions, so coaching and compliance decisions are based on incomplete data.

A conversation intelligence platform solves this by analyzing every voice and text interaction automatically. It measures sentiment, detects intent, scores performance and surfaces coaching opportunities, without adding manual work for agents, reps or QA teams.

In this article, we review the 13 best conversation intelligence platforms used by contact centers, sales organizations, marketing teams and meeting-heavy go-to-market teams. We’ll start with Level AI, our unified platform for CX, then cover the platforms best suited to each use case.

What to look for in conversation intelligence platform?

There are many features that make a great conversation intelligence platform, most of which are found in the tools we recommend in this guide. The table below compares key capabilities across the best conversational intelligence software for contact centers, marketing teams, and sales organizations.

1. Level AI: AI conversation intelligence tool

Level AI uses natural language understanding and semantic intelligence to analyze 100% of customer conversations across voice and digital channels. Instead of relying on keyword matching, it interprets meaning, helping teams understand true customer intent, sentiment, and behavior at scale.
Now lets understand Level AI key features:

1. Understanding customer intent

Many tools rely on keywords and miss the full context. Level AI understands intent even when customers use different words. For example, phrases like “I want to return this” or “this is not what I expected” are grouped under the same intent. The same applies to sales conversations where different phrases can signal pricing concerns.
With the Scenario Engine, teams can create categories such as billing issues or shipping delays using a few sample phrases. The system applies these across all conversations and tags them in transcripts. This makes it easy to search and analyze.

2. Advanced sentiment analysis

Most tools label sentiment as positive or negative. Level AI captures a wider range of emotions and how they change during a conversation. It can detect emotions such as frustration, disappointment, or happiness. These are tagged at specific points in the conversation. Each interaction also gets a Sentiment Score from 0 to 10. More weight is given to the later part of the conversation since that reflects the customer’s final experience.

3. Real-time agent assistance

Level AI helps agents during live conversations. It listens to the interaction and shows relevant answers, help articles, and customer details in real time.

Suggestions update as the conversation changes. This allows agents to respond quickly without searching across multiple tools.

Agents can also rate the suggestions to improve future recommendations.

The Level AI Virtual Agent can handle common requests on its own. For example, it can update a subscription or send a receipt by connecting with backend systems.

4. Automated agent evaluation & coaching

Manual reviews are slow and cover only a small number of conversations. Level AI solves this with InstaScore, which evaluates every interaction using defined criteria like clarity and problem resolution. Managers can review specific parts of a conversation to understand the score. This helps identify top performers and those who need support.
InstaReview highlights conversations that need attention, such as low scores or negative sentiment. This helps teams focus on coaching where it matters most.

5. Voice of the Customer (VoC) insights

Level AI VoC insights turns conversation data into useful insights through dashboards and reports. It captures feedback directly from real conversations instead of relying only on surveys.
Teams can study trends, group conversations, and answer questions like which topics lead to upsells or how sentiment affects outcomes.
The Query Builder allows teams to combine conversation data with other systems for deeper analysis.
Dashboards can be filtered by metrics like handling time or escalation rate. Access controls ensure that the right people can view and share reports.

Best suited for

Contact centers and CX teams that need automated QA, emotion-level sentiment analysis, real-time agent assist and VoC insights in one unified platform.

See every conversation clearly with Level AI.

Level AI analyzes 100% of your customer interactions to uncover true intent, detect real customer emotions, and score every conversation automatically. With real-time agent assist, built-in coaching and Voice of the Customer insights in one platform, your teams can turn every conversation into better customer experiences and stronger business outcomes.

Schedule a demo

See every conversation clearly with Level AI.

Level AI analyzes 100% of your customer interactions to uncover true intent, detect real customer emotions, and score every conversation automatically. With real-time agent assist, built-in coaching and Voice of the Customer insights in one platform, your teams can turn every conversation into better customer experiences and stronger business outcomes.

Schedule a demo

2. Observe.AI

Observe.AI is a conversation intelligence and quality assurance platform that helps contact centers analyze customer interactions. The platform offers various tools for scoring agent performance, identifying agent coaching opportunities, and automating agent tasks like post-call QA.

Key features

1. Automated QA scoring: Uses AI to evaluate customer interactions and score agent performance without relying solely on manual reviews.

2. Agent coaching insights: Identifies performance gaps, behavior patterns, and coaching opportunities based on conversation data.

3. Post-call QA automation: Reduces the time spent on manual post-call reviews and evaluations by automating routine QA tasks

4. Customizable scorecards: Allows teams to define QA criteria aligned with internal standards, compliance needs, and CX goals.

5. Performance analytics and reporting: Provides dashboards and reports to track quality trends, agent performance, and operational metrics over time.

Pricing:

Observe.AI pricing is not publicly disclosed and typically requires a custom quote based on team size.

Best suited for

Contact centers that want automated post-call QA and coaching insights to improve agent performance.

3. Qualtrics

Qualtrics is an experience management platform that helps organizations measure, analyze, and improve customer experience across multiple channels. The platform is primarily used to connect interaction data with broader CX metrics such as CSAT, NPS, and customer effort. It’s also commonly used alongside telephony or QA tools to capture post-interaction feedback and link it to operational and experience data.

Key features

1. Customer feedback and survey analytics tools
2. Advanced CX analytics and reporting to aggregate experience data across channels
3. Journey and experience mapping
4. CRM integrations, including Salesforce and HubSpot

Pricing:

Qualtrics offers custom pricing only for enterprise teams.

Best suited for

Enterprise CX and research teams that want to connect survey feedback with experience metrics like CSAT, NPS and customer effort.

4. Dialpad

Dialpad is a communications platform that includes voice, messaging, meetings, and contact center functionality with native AI features. Dialpad’s AI capabilities allow teams to follow conversations in real time, identify important topics or sentiment changes, and support basic coaching directly within the calling workflow.

Key features

1. Real-time call transcription: Automatically transcribes live and recorded calls to support review and analysis.

2. AI-powered conversation insights: Flags keywords, topics, and basic sentiment indicators during interactions.

3. In-call visibility for managers: Allows supervisors to monitor live calls and provide guidance when needed.

4. Agent performance tracking: Surfaces high-level metrics tied to call activity and interaction outcomes.

Pricing:

Dialpad contact center plans typically start around $95 per user per month, depending on features and deployment size

Best suited for

Small and mid-sized businesses that want a cloud phone system with built-in transcription and basic conversation insights.

5. Sprinklr

Sprinklr is an enterprise customer experience management platform built to help organizations manage and analyze customer interactions. It’s commonly used by large contact centers and CX teams that need centralized visibility into conversations happening across social media, messaging apps, chat, email, and support channels.

Key features

1. Omnichannel conversation analysis
2. CX and sentiment analytics
3. Case and workflow management with support for routing, prioritization, and resolution of customer issues
4. Enterprise reporting and dashboards

Pricing:

Sprinklr pricing is custom only and interested users must request a custom quote.

Best suited for

Large enterprises that need centralized visibility into customer conversations across social media, messaging, chat, email and support channels.

6. Gong

Gong is a revenue intelligence platform that sales teams use to analyze conversations, understand deal risk, and improve rep performance. The platform is most commonly used by mid-market and enterprise sales organizations that want visibility into pipeline health and the behaviors that correlate with closed deals. It can capture and analyze sales calls, emails, and meetings to surface insights around buyer objections, competitor mentions, pricing discussions, and next steps.

Key features

1. Automatic sales conversation analysis
2. Deal and pipeline insights to flag risks, stalled deals, and opportunities
3. Rep coaching and sales performance trends
4. CRM and sales tool integrations like Salesforce
5. Revenue-focused analytics to support forecasting, win/loss analysis, and sales enablement

Pricing:

Gong pricing is not publicly listed and requires a custom quote.

Best suited for

Mid-market and enterprise sales organizations that want deal visibility, pipeline insights and rep coaching based on sales conversations.

7. Invoca

Invoca is a conversation analytics and call tracking platform built primarily for marketing teams. It connects inbound phone calls to digital marketing campaigns, so organizations can understand which channels, keywords, and ads drive high-quality conversations and conversions.

Key features

1. Call tracking and attribution
2. Intent and outcome detection
3. Marketing performance insights
4. CRM and ad platform integrations
5. Routing and optimization tools

Pricing:

Invoca pricing is customized based on call volume, features, and team size

Best suited for

Marketing teams that rely on inbound phone calls and need to attribute calls and conversions to specific campaigns, channels and keywords.

8. Avoma

Avoma is an AI meeting assistant and conversation intelligence tool designed for sales, customer success, and go-to-market teams. It can automatically record meetings, generate summaries, and identify key topics and action items. While it offers basic conversation intelligence features, it’s more centered on productivity, collaboration, and knowledge sharing than deep sentiment or intent analysis.

Key features

1. Meeting recording and transcription
2. AI-generated summaries and notes
3. Topic and keyword tracking
4. Collaboration and knowledge sharing

Pricing:

Avoma pricing typically starts around $19–$29 per user per month.

Best suited for

Sales, customer success and go-to-market teams that want automated meeting notes, summaries and shared insights from customer meetings.

9. ZoomInfo Chorus

Chorus is a conversation intelligence platform that records, transcribes and analyzes sales calls, meetings and emails to help revenue teams understand deals and improve rep performance. ZoomInfo acquired Chorus in July 2021 for roughly $575 million in cash, and it now sits inside ZoomInfo’s go-to-market platform alongside its data and sales engagement products. Chorus surfaces deal risks, competitor mentions and buyer objections, and enriches conversation insights with ZoomInfo’s company and contact data. Its focus is sales performance rather than customer service quality, so it doesn’t offer contact center QA scoring or real-time agent assist. laxis

Key features

• Deal intelligence that tracks momentum, risks and next steps

• Call and meeting recording with AI transcription

• Tracking of competitor mentions, pricing discussions and objections

• Rep coaching and onboarding with shared call libraries

• CRM sync and native integration with ZoomInfo data

Best suited for

B2B sales teams already using ZoomInfo that want conversation insights connected to their prospecting data.

Pricing:

ZoomInfo does not publish a public price page for Chorus. It’s typically sold on a custom quote, often bundled with other ZoomInfo products, so you’ll need to contact ZoomInfo’s sales team for pricing.

10. Salesloft

Salesloft is a sales engagement platform that helps reps run email and call cadences, record conversations and manage deals from one workspace. Its conversation intelligence records and transcribes calls, generates summaries and highlights key moments, while its AI recommends the next best actions for each rep. Clari and Salesloft have merged to form a combined Revenue AI company, with Steve Cox appointed CEO, so Salesloft now also brings Clari’s forecasting and conversation data into the same platform. Like other sales tools, it’s built around pipeline and rep productivity rather than customer service QA. businesswire

Best suited for

Outbound and full-cycle sales teams that want sequencing, call recording and deal management in one platform.

Key features

• Email and call cadences with AI-prioritized next steps

• Call recording, transcription and AI-generated summaries

• Deal management and pipeline inspection

• Rep coaching based on recorded conversations

• Forecasting through the combined Clari + Salesloft platform

Pricing

Salesloft doesn’t list prices on its website and offers custom quotes based on team size and products. Since forecasting (Clari Forecast) is now sold by the same company as sequencing and call recording, teams running both tools separately can ask for one combined quote

11. Clari (Now salesloft)

Clari is a revenue platform best known for forecasting and pipeline inspection, with conversation intelligence delivered through Clari Copilot (formerly Wingman). Copilot records and transcribes sales calls, shows reps live battlecards when topics like competitors or pricing come up, and feeds conversation signals into Clari’s deal and forecast views. Since the merger, Clari’s capabilities continue as part of Salesloft, and only Clari Forecast keeps the Clari name. Its strength is connecting what’s said on calls to revenue predictions, not scoring service interactions. claap

Best suited for

Revenue and RevOps leaders at mid-market and enterprise companies who need accurate forecasting tied to conversation data.

Key features

• Revenue forecasting and pipeline inspection

• Call recording and transcription through Clari Copilot

• Live battlecards and in-call cues for reps

• Deal risk signals drawn from conversations and activity

• CRM sync and revenue analytics

Clari Pricing

Clari does not publish prices, and its pricing page now redirects to a Salesloft demo form. Pricing is custom and based on the modules and seat count you need

12. Fireflies.ai

Fireflies.ai is an AI meeting assistant that joins video calls on platforms like Zoom, Google Meet and Microsoft Teams to record, transcribe and summarize conversations. It generates meeting notes and action items automatically, and lets users search across past meetings or ask questions about them. Fireflies also offers lightweight conversation analytics such as talk-time, topic tracking and sentiment indicators. It’s a productivity tool for internal and customer meetings, so it isn’t designed for contact center QA, scoring or real-time agent guidance.

Best suited for

Teams of any size that want affordable, automatic meeting notes and searchable transcripts.

Key features

• Automatic recording and transcription across major video platforms

• AI-generated summaries, notes and action items

• Search and AI Q&A across past meetings

• Talk-time, topic and basic sentiment analytics

• Integrations with CRMs, project management and collaboration tools

Fireflies.ai Pricing

Pricing: Fireflies.ai pricing starts at $0 (Free), $10/user/month (Pro, billed annually), $19/user/month (Business, billed annually), and $39/user/month (Enterprise, billed annually). Monthly billing costs more: Pro runs $18/month, and Business runs $29/month without an annual commitment

13. Fathom

Fathom is an AI note-taker that records, transcribes and summarizes video meetings, with a generous free plan that has made it popular with individuals and small teams. It produces meeting summaries and action items within moments of a call ending, lets users highlight and share key clips, and can sync notes into CRMs like Salesforce and HubSpot. Team plans add shared recordings and collaboration features. Fathom focuses on removing note-taking work, not on analyzing intent, sentiment or agent performance at scale.

Best suited for

Individuals, founders and small sales or customer success teams that want fast, low-cost meeting summaries.

Key features

• Meeting recording and transcription for Zoom, Google Meet and Microsoft Teams

• Instant AI summaries and action items

• Highlight and share key moments from calls

• CRM sync for meeting notes

• Team workspaces for shared recordings

Fathom Pricing

New sections for the three prompts (place after Fathom, before “Bringing clarity to customer interactions with conversation intelligence”)

What conversational intelligence software can automatically score and do QA and surface coaching actions?

Level AI automates the entire QA and coaching loop, from scoring every conversation to telling managers exactly who needs coaching and on what. Its InstaScore evaluates 100% of interactions against your own custom rubric, using criteria such as clarity, empathy, process adherence and problem resolution. Because Level AI understands intent rather than matching keywords, it scores nuanced conversations accurately, and managers can drill into the exact moments in a transcript that drove each score.

Level AI then turns those scores into action. InstaReview automatically flags conversations that need attention, such as low scores, negative sentiment or escalations, so QA teams no longer have to sample calls at random. These insights flow directly into Level AI's agent coaching tools, where managers can launch coaching sessions, use performance review templates and track each agent's progress over time. The result is consistent, unbiased QA across every interaction and coaching that targets the behaviors that matter most.

What is the best contact center software for automated customer emotion and intent recognition?

Level AI is built to recognize what customers mean and how they feel, even when they express themselves in very different ways. Its Scenario Engine uses semantic intelligence and natural language understanding to group different phrasings under the same intent. For example, "I want to return this" and "this isn't what I expected" are both recognized as a return intent, without anyone having to build keyword lists. Teams can create their own scenarios, such as billing issues or shipping delays, with just a few example phrases, and Level AI applies them across every conversation automatically.

For emotion recognition, Level AI goes well beyond positive, negative or neutral labels. It detects specific emotions such as anger, frustration, disappointment, worry, happiness and gratitude, and tags them at the exact moment they occur in the conversation. Each interaction also receives a 0 to 10 Sentiment Score that gives more weight to the end of the call, reflecting how the customer felt after their issue was addressed. These intent and emotion tags are searchable and feed into Voice of the Customer insights, so teams can spot emerging issues and trends across thousands of conversations.

Which companies have the best AI for intelligent QA, sentiment analysis, and real-time coaching?

Level AI combines all three in a single platform, so the same AI that scores and analyzes conversations also guides agents while they're on the call. Automated QA scores 100% of interactions against your rubric, while emotion-level sentiment analysis tracks how customers feel from the first minute to the last. Because these capabilities share one intent-based AI layer, insights are consistent across QA, coaching and reporting rather than split across disconnected tools.

During live conversations, Level AI's Real-Time Agent Assist listens to the interaction and surfaces relevant answers, help articles and customer details as the conversation changes. Agents can also use AgentGPT to ask questions and get instant, sourced answers from your knowledge base. Managers get a live view of active calls, including sentiment and coaching opportunities, and can step in through call whispering or barging when an agent needs support. After the call, those same conversations are automatically scored and flagged for coaching, closing the loop between real-time guidance and long-term agent improvement.

Bringing clarity to customer interactions with Level AI conversation intelligence

The top conversation intelligence platforms today can help teams understand intent, sentiment, performance, and outcomes across every customer interaction.

Level AI is used by marquee companies in a variety of different verticals, such as ecommerce & retail, financial services, healthcare, printing & gifting, transportation, and tech. It brings advanced capabilities together in a single platform, offering deep intent and sentiment analysis, automated scoring and coaching, real-time assistance, and Voice of the Customer insights. Together, organizations can gain more in-depth visibility and an actionable understanding of how customer interactions impact the business.

Your best insights are hiding in every conversation

Level AI combines automated QA, emotion-level sentiment analysis and real-time agent assist in one platform.

Schedule a demo

Your best insights are hiding in every conversation

Level AI combines automated QA, emotion-level sentiment analysis and real-time agent assist in one platform.

Schedule a demo