10 Best Conversation Intelligence Software (Free Tools Included)

Can’t decide which Conversation Intelligence Software to choose?

Conversations are a big part of a successful business. Wouldn’t you love it if the brand you look up to initiate a friendly chat? But what makes this a booming transaction is the way a business taps into these dialogues!

“But which tool should I choose? What are the features I should focus on? Is there one that fits my pocket?” 

Hey, hold up! There’s no need to sweat. The research is done. Take your time, go through this list of the best conversation intelligence platforms, and get started!

Let’s get right into it!

10 Best Conversation Intelligence Software

Take a sneak peek…

Tool Name	Best Feature	Free Trial
SurveySparrow	Conversational surveys with 40% higher response rates	Yes, 14-day free trial
Gong.io	AI-powered conversation intelligence to analyze sales calls	No
Jiminny	Conversation intelligence and coaching for sales teams	Yes
Observe.ai	Real-time call monitoring and agent evaluation	Yes
Salesloft	Comprehensive sales engagement platform	Yes
CallRail	Call tracking and analytics for marketing attribution	Yes
Convin.ai	Automated conversation analysis and insights	Yes
Allego	Sales learning and Enablement	Yes
Avoma.inc	Meeting insights	Yes
Chorus	Pipeline visibility	Yes

On to the first tool in the lot…

1. SurveySparrow: For AI-Powered Text Analytics and Sentiment Analysis

SurveySparrow is all about crafting beautiful conversations with your customers! With the platform, you can create engaging surveys and forms, roll them out via multiple platforms, and easily tap into the dialogues. How? By using advanced analytics tools such as Sentiment Analysis and AI-powered Text Analytics. The user-friendly interface makes it accessible for professionals and beginners alike!

The best part about this conversation intelligence platform is that it removes the hassle of moving across platforms. You get everything under one roof. Whether you need feedback collection with surveys or forms, customer engagement with quizzes, polls, or advanced data analysis and reporting, you have it here!

(Did you know you can get 40% more responses with SurveySparrow’s conversational survey than a traditional one? Here’s a sample template you can you can try out)

Once the feedback starts flowing in, it is time to dive deep into customer sentiments and emotions.

• Sentiment Analysis: You can categorize the responses as positive, neutral, or negative. Once that’s done, you can focus on each segment and take the required actions to convert all the negatives into positives.
• CogniVue: This is SurveySparrow’s AI-powered text analytics tool. With it, you can run a key driver analysis to find out your strengths and weaknesses. Plus, the tool will give you the topic shift over a selected period based on keyword mentions and counts. With these insights, you can easily map out patterns and trends in customer behavior.

• Also, the AI assistant will highlight each part of the text as positive, neutral, or negative. This will help you focus on the aspects that need immediate attention.
• Oh, and both drive both surveys and reviews as sources for CogniVue.

An Example

Now, say you shared the above survey with your audience and received a minimum of 300 responses. The analysis will be done based on a primary question (which should be a rating scale, opinion scale, or score questions) and a text-based mandatory question.

Next, you need to choose the industry (e.g., Food and Restaurant), a main topic (e.g., Food Quality and Taste, Customer Service), a few sub-topics (e.g., Freshness, Taste), and a time frame of historical data (0-4 months for survey feedback and 0-3 years for reviews)

That’s it! Now, AI will conduct a thorough analysis. You can also import or export the CogniVue to the dashboard of your choice!

Why don’t you try the platform and crack customer preferences and interests? You need not share your credit card details before you decide to invest! If you need a demo, we’ve got that covered too.

Sign up for free today!

You can get the basic plan for $19/month. For Cognivue, the team will custom-make a quote for you!

Let’s quickly move on to the next one…

2. Gong: For AI-Powered Insights

Gong is an intelligence platform that can convert random conversations into structured data. With the platform, you can dive deep into spoken, written, and video transcriptions and get detailed buyer insights.

Key Features

• Smart Trackers: Sit back and enjoy! AI will analyze recurring words, sentences, and structures to identify topics with maximum customer interest. Call Spotlight goes deep into the conversations and gives you an idea of future steps you need to take.
• Multi-lingual Support: You can efficiently streamline customer interactions as it can handle 70+ languages. Accuracy at its core! 
• Forecast: By using 300+ unique signals, Gong can accurately tell you which deals to close and predict sales outcomes. You get to make revenue-related decisions stress-free!

G2 Rating: 4.7/5 (5,717 Reviews)

Pros

• A G2 user shared that Call intelligence and AI follow-up are its best features.
• They also like the Forecasting functionality, which is an added bonus for them!

Cons

• Though it is praised by the majority of the users, some find the interface a bit complicated.
• There are mixed opinions about the pricing as well.

Pricing

You will get a customized quote upon selecting the team size and required features.

Let’s quickly move on to the next one…

3. Jiminny: For Sales Call Recording and Customer Profiling

Jiminny is a customer intelligence platform initiated in 2016 by Tom Lavery, Shelley Lavery, and James Graham. It started with a simple vision to make sales and revenue operations easy.

With the platform, you can automate your workflow, including call scoring and administrative operations, and Log your data into the CRM without moving a finger! (Well, maybe a click)

Key Features

• Call Analytics: Keep a close eye on sales calls without leaving even a single lead. You can get in-depth insights into the interactions and work on constructive feedback.
• Call summaries and Snippets: Note-making has never been easier! You can easily cut important snippets from a call or generate a summary. That’s not it! You can also share them with your team so that everyone stays informed.
• Customer-Centric Marketing: Jiminny mirrors the language of your audience! It also helps you with SEO so your content stays ahead of your competitors.

G2 Rating: 4.6/5 (512 Reviews)

Pros

• You get detailed time-stamped scripts of conversations.
• A user also shared that they love the platform’s ability to understand multiple languages.

Cons

• Again, there are opinions that the audio transcriptions lack accuracy.
• The UI can be a bit overwhelming for beginners.

Pricing

You can book a demo or contact the team for a quote.

Hey, hold on there! We’re not done yet! There is still a bunch of conversation intelligence software we need to discuss.

4. Observe.ai: For Contact Center Optimization

Next up is Observe, an AI-powered platform solely for contact center optimization. The platform is perfect for keeping tabs on gaps in your daily operations. You get call summaries and advanced business analytics to help the support agents decode hurdles affecting sales!

Key Features

• Built-in Intelligence: You can detect the meaning behind customer calls by analyzing their tone, speech rate, volume, and even silence!
• Transcription: With Observe, you can easily transcribe the customer center conversations and analyze the insights to improve CX.
• Observe Discovery: They use a comprehensive method to drive insights at each stage. This is done based on keywords, phrases, and customized criteria tailored for each customer segment.

G2 Rating: 4.6/5 (196 Reviews)

Pros

• You can review the calls whenever you want! Users like how the transcriptions are easy to follow and “pretty accurate.”
• It saves a ton of time and effort, especially for Quality Analysts.

Cons

• There were some complaints about a mix-up of caller identities.
• Though the transcriptions are “pretty accurate,” there are instances where users have witnessed completely different words.

Pricing

• You can request a demo.
• Contact the team for a detailed pricing plan.

5. Salesloft: For Engagement and Workflow Automation

This revenue workflow automation platform gives you the clarity you need on every sales call you get! You can use the platform to improve customer retention campaigns and enhance revenue operations for maximum results.

Key Features

• Cadence: This is like a wormhole of sales leads! Did you get what I meant? It’s like a go-to point to find your prospective customer. And, it’s not just finding. You can engage with them at a 1:1 scale.
• AI Transcriptions: AI will give you snippets of filtered information from a huge chunk of calls.
• Forecast: Track the shifts in customer insights over weeks on the intuitive dashboard. This will help you make accurate forecasts of future results. That’s not it! You get AI-powered and rep forecasts.

G2 Rating: 4.5/5 (3968 Reviews)

Pros

• Users on G2 appreciate the ease of use. Cadence is the most valued feature of Saleloft.
• Another aspect is sales engagement.

Cons

• There are suggestions that the tool can improve their template gallery.
• Analytics can also do well with some improvement.

Pricing

• Request a Demo.
• Give the team a call if you need a quote.

Over and about to the next contender!

6. CallRail: For Call Tracking and Analytics

This Conversation Intelligence software transforms a simple customer interaction into a booking sales campaign! Oh, you can track more than just calls here. Monitor texts, forms, chats, and even clicks!

Key Features

• Lead Tracking: No need for guesswork anymore! You can track the ad campaign that brought in a new customer! This will help you personalize your interactions.
• Journey Map: AI helps you create a clear roadmap of your customer’s journey from a lead to a user. You can identify pain points and address them immediately.
• Form Tracking: Similar to call tracking, CallRail lets you track which click made a user click submit on your forms.

G2 Rating: 4.6/5 (1,456 Reviews)

Pros

• Customers often praise the efficiency of their support team.
• It brings recording, tracking, and analysis to one platform.

Cons

• The number of filters can be a bit overwhelming for new users.
• A user shared that they had difficulty shifting the data to a third-party tool.

Pricing

• You can start with a free trial.
• Call Tracking + Conversation Intelligence® plan will cost you $90/month.

Still didn’t find your match? There are more tools on the list! Here’s another contact center software for you…

7. Convin.ai: For Collaboration and Conversation AI

Convin is a software that focuses on customer experience. The platform helps you automate time-consuming tasks that depend largely on human effort. You get real-time assistance, automated agent coaching, and quality management.

Key Features

• Real-Time Agent: It’s like having an assistant helping you with the transcribing conversation, 24/7! This will help you maintain consistency across the brand.
• Automation: You get speech-to-text analysis with which you can dive into interactions. You can use custom scorecards to rate calls and identify patterns and trends.
• Coaching: Consistency is Key! Convin helps you coach your representatives so you can maintain the quality of your interactions.

G2 Rating: 4.7/5 (496 Reviews)

Pros

• Automation is one of its strongest features.
• It has an automatic feedback mail option.

Cons

• Some users found the initial setup a bit time-consuming.
• There have been reports of errors in the audit count.

Pricing

• You need to request a quote.

8. Allego: For Sales Enablement and Training

If you are struggling with your sales operations, Allego might be your savior. With the tool, you can capture key moments of a conversation and train your sales team to optimize their calls. This will also help you identify top performers and improve target completion.

Key Features

• Training: The tool can help your customer representatives learn based on conversations. This will help them cater to your audience with rooted information.
• Auto-Generated Reels: You can create highlight reels from the sales conversions and share them with your team. This will keep everyone on the same page when dealing with the same customer segments.
• Call Alerts: Easily attach an inline video, audio, and text feedback. You can create automated call alerts via email, Teams, or Slack.

G2 Rating: 4.6/5 (526 Reviews)

Pros

• A long-time customer shared a review on G2 that they have ” 56 active use cases made available across over 4,000 active users.” They specifically praised the high-visibility skills demonstration exercise, which helped them immensely.

Cons

• The dashboard could do well with a bit more customization options.
• UI can sometimes be a bit clunky.

Pricing

• Custom pricing.

Do you think the features they offer add up to be one of the best conversation intelligence software?

9. Avoma: For Meeting Assistance and Insights

Avoma is your personal meeting assistant (whether you are the participant or the organizer). You can schedule, record, bookmark, take notes, and create snippets of your calls. The best part is that it won’t break your pocket!

Key Features

• Auto-Recording: This applies to both audio and video calls. By keeping them ready for future reference, you can save a ton of time that you might have to spend on research otherwise.
• Note Maker: The summarized notes can be categorized based on specific pain points. Follow up with just a click of a button!
• Bookmarking: Since the transcriptions happen in real time, you can bookmark and save snippets of your conversation for future reference.

G2 Rating: 4.6/5 (1268 Reviews)

Pros

• It saves you time when manually taking down notes. A prior user of Gong shared a G2 review that they shifted to Avoma for this feature alone.
• Integration Capability is praised well.

Cons

• The UI can be complicated for beginners, especially in the case of call recording.
• Some complained about an overlap in the transcription and note-maker.

Pricing

• The Basic plan is free.
• The starter plan costs $19/month. 

Hole on! There’s just one more contender!

10. Chorus: For Onboarding and Relationship Management

Chorus was acquired by ZoomInfo in 2021 to integrate conversation intelligence into the latter. With Chorus, you can decode buyer intent, track website visitors, and convert the leads to customers!

Key Features

• Firmographics: By targeting the right market with accurate data, you can reach the right buyers and improve your sales.
• Sales Call Analysis: Again, you can capture and analyze calls, meetings, and emails. Plus, you can understand the conversational context and identify multiple speakers in the call.
• AI Chatbots: Personalize your offering based on the insights you gain with visitor intelligence.

G2 Rating: 4.5/5 (2959 Reviews)

Pros

• It automatically joins and records calls.
• The AI email creator is a bonus.

Cons

• Users have noticed inaccuracies in pre-meeting data or even speaker information.
• You can also be bombarded with notifications at times.

Pricing

• There is a free trial.
• You will get a custom quote upon request.

Pheww!

Wrap Up!

Was this list of the best conversational intelligence software useful for you? But again, it is quite normal for you to feel a bit lost (even now.) Take your time and compare your requirements with each of the features. After all, it must be worth your time and money, right?

While at it, take SurveySparrow for a free spin! Perhaps this all-in-one customer experience platform is the one you have been looking for all this while! Come to think of it. You get advanced features, engagement, and analytics. The best part? It will not break the bank!

Give it a try today!