Meeting customer needs is one of the biggest challenges for the rapidly evolving banking industry. Financial services customers expect faster, smoother, and more personalized journeys. According to a 2023 Accenture survey of banking customers, 72% said that personalization influences their choice of bank.

These growing expectations call for AI-driven financial CX that delivers actionable insights for banks. Conversational intelligence offers such a solution that analyzes customer interactions at scale to enable smarter decision-making for banking CX teams.

The current CX challenges in banking

With 71% of consumers preferring two-way messaging with businesses, there is a growing expectation for smooth and frictionless experiences. However, many banks struggle to meet this expectation. Here are four common issues that erode trust and satisfaction for banking customers.

Long wait times and poor call routing

When customers need help, delays in reaching the right agent can quickly sour the experience. Long hold times, multiple transfers, or being routed to the wrong department signal inefficiency and a lack of empathy. 

As a result, customers find it difficult to trust the bank’s ability to meet their needs. 61% of consumers are willing to leave a brand after just one negative experience, further increasing the impact of each CX misstep.

Generic or repetitive interactions

The last thing customers want to hear or see is a template response to their issues. They expect quick and empathetic communication that makes them feel heard. Without personalization or context, interactions feel disengaging, resulting in decreased customer loyalty.

Fragmented communication across channels

With multiple communication channels and siloed experience data, banks often struggle to build comprehensive views of customer experiences. Customers have to repeat themselves on different channels, since agents typically lack the full context. This disjointed experience leads to friction, longer resolution times, and a perception that the bank isn’t truly listening.

Inability to proactively identify and resolve pain points

The modern financial services customer expects proactive support every step of the way. For example, if there are banking products that can address their unique needs, they expect to be aware of them right away. This level of personalized service requires the use of analytical tools to spot emerging friction points and resolve them before it’s too late.

5 ways conversational Intelligence enhances CX in banking 

Conversational Intelligence (CI) provides an AI-powered approach to enhancing customer experiences across financial institution touchpoints. It processes textual and audio data from multiple channels to provide comprehensive insights into customer behavior. Here are five powerful ways that effective data collection and analysis help improve CX in banking.

1. Reduces wait times and resolves issues faster

CI tools help triage inquiries in real time by identifying customer intent and urgency. Their ability to connect experience data from various channels saves time for businesses during customer interactions. For example, InMoment provides CI capabilities as part of its omnichannel customer experience platform to enable better customer understanding and first-contact resolution.

2. Delivers personalized and contextual interactions

CI analyzes historical data and conversation patterns to help the human agents tailor their responses to each customer’s unique needs and situation. The result is a more empathetic and personalized interaction, whether for checking account balances or resolving complex disputes.

For example, if a customer calls her bank to ask about mortgage refinance, CI helps the support agent access the necessary context to help her. Perhaps she’s reached out via chat in the past or has expressed certain feelings in her reviews. 

These prior questions, preferences, and sentiments make up the context that lets the agent pick up the conversation seamlessly. Instead of starting from scratch, agents leverage the AI-driven capabilities of CI to get straight to the point. As a result, customers feel heard and valued, improving their overall user experience.

3. Enables proactive support

CI tools detect early signals of dissatisfaction by leveraging sentiment analysis for customer feedback. This Natural Language Processing (NLP) technique uncovers intent, effort, and emotions in text to help financial institutions identify recurring issues. As a result, banks step in before problems escalate, improving retention and demonstrating attentiveness.

4. Increases agent effectiveness 

CI boosts agent productivity by equipping them with all the information and context to make effective decisions. With real-time guidance, CI tools can suggest ideal responses, surface relevant knowledge articles, and provide compliance prompts as conversations unfold.

The availability of this information reduces the burden on customer support agents, allowing them to focus on improving customer engagement. Without worrying about fetching data or second-guessing protocols, agents lead smoother conversations and provide consistent service.

5. Provides insights to continually improve CX

Each customer interaction holds valuable insight for banks. Therefore, collecting reviews and saving chat transcripts isn’t enough; it’s far more helpful to understand what they represent. 

CI supports this goal by continuously analyzing volumes of banking experience data to reveal sentiment trends, pain points, and emerging opportunities. These findings guide everything from product strategy to agent coaching programs, helping banks confidently evolve their CX strategy.

The use cases for conversational intelligence in banking

From contact centers to compliance teams, CI enables financial institutions to work smarter, respond faster, and create more cohesive customer journeys. Below are key use cases where conversational banking delivers value to agents, managers, and customers.

Contact center optimization

CI helps optimize contact center operations by automating repetitive tasks, identifying bottlenecks, and surfacing actionable insights for improvement.

For example, if there is a surge in customer queries about credit card reward programs, CI detects this trend in real-time and alerts CX teams. It also analyzes customer-agent interactions to reveal areas for improvement in response time and quality. Beyond this analysis, CI tools leverage automation to access customer data, suggest troubleshooting scripts, and route calls to the right agents.

As a result, agents don’t have to second-guess their next steps or spend valuable time on routine tasks. Instead, they can focus on delivering effective customer service that improves call center metrics like average handle time and repeat call rate.

Compliance and risk monitoring

Regulatory non-compliance has serious consequences for banks, including substantial penalties and reputational damage. CI helps generate evidence for proving compliance by capturing and maintaining accurate logs of all customer interactions. It also automatically detects regulatory red flags like failure to add a required disclaimer when talking to a customer. This proactive monitoring prevents the need for intensive manual review, making it easier for banks to ensure compliance and audit readiness.

Voice of the Customer (VoC) analysis

Understanding customer sentiment is crucial for building long-term trust and loyalty. With 80% of service organizations expected to use some form of AI by 2026, traditional surveys are no longer viable for feedback collection and analysis. 

The way forward is conversational analytics, which captures emotion, intent, and recurring themes across volumes of online interactions. InMoment’s core NLP engine, for instance, offers low-latency text extraction and analytics that process over five social media posts per second to provide real-time updates on customer sentiment.

Banks that use CI for VoC analysis gain a richer understanding of the customer journey and respond faster to changes in sentiment. This analysis boosts satisfaction and helps align decisions with what truly matters to customers.

Training agents and managing performance  

A key application of conversational analytics is managing customer support agent performance. The tool digs into customer-agent interactions to highlight wins as well as areas for improvement. 

The data-driven insights provide excellent agent coaching opportunities. For example, agents exhibiting low empathy during high-stress interactions likely don’t work well under pressure. As a result, managers can tailor a unique training program for them without relying on a one-size-fits-all approach.

Automating how calls are categorized

Manual tagging for call categorization is time-consuming, error-prone, and inconsistent across agents. CI streamlines the tagging process by automatically detecting the topic, intent, and emotional tone of each conversation. It applies machine learning models trained on historical interaction data to assign categories in real-time.

Automating this process improves data quality, saves valuable agent time, and enables banks to generate more reliable reports. It also enhances trend analysis, making it easier to identify high-priority categories for CX improvements.

Identifying and resolving the root cause behind issues 

Conversational analytics supports proactive customer service by unifying insights across channels. From virtual assistants and AI chatbots to mobile banking apps and phone calls, each channel features customer experience signals that CI connects to uncover systemic patterns.

For example, if there is a pattern of frustration regarding delayed transactions, CI surfaces this insight so the bank can investigate. This process uncovers underlying issues for the bank to address before it’s too late. As a result, financial institutions proactively meet customer expectations while driving product improvements.

Quality assurance

CI transforms quality assurance (QA) by automatically evaluating each customer-agent interaction. The tool scores conversations against pre-defined metrics like tone, compliance, and empathy to provide an objective view of performance trends. This automation ensures consistent service quality across teams by eliminating human oversight or bias.

Conversation continuity across channels

According to the 2023 Zendesk CX Trends Report, 70% of banking customers expect everyone they interact with at the bank to have full context. This expectation highlights the importance of establishing conversation continuity across multiple channels. If a customer voices a complaint via support chat, they expect the agent to know their issue when they pick up the phone, too.

CI ensures this continuity by working within an omnichannel system like the InMoment XI Platform. It connects and collects interactions across channels to provide a comprehensive view of each customer journey. As a result, agents can pick up right where the last conversation left off, saving time and reducing friction.

Getting started with conversational intelligence in banking

Conversational AI is the next step forward for banks looking to stay competitive and improve service quality. Here’s a step-by-step guide for moving from strategy to impact:

1. Define your objectives

Start by outlining your specific CX goals. Are you aiming to improve response times, enhance compliance, reduce call volume, or streamline agent coaching? Clear goals will guide your platform selection and rollout strategy.

2. Select the right CI platform

The right CI platform will save you valuable time and effort without straining your existing resources. InMoment’s conversational analytics platform checks that box by seamlessly integrating with your existing system to offer a range of capabilities, from omnichannel analysis to automated conversation tagging. These features support your CX efforts by taking care of the analytical heavy lifting, allowing you to focus on the human touch.

3. Integrate it into your banking workflow

The right tool will also offer robust CX integrations to smoothly connect with your CRM or automation platforms. This feature enables unified data capture and allows insights to flow freely across teams and touchpoints.

4. Focus on key metrics

With the volume of data at your disposal, it’s crucial to determine the metrics that matter most to your team. Without this focus, you will feel overwhelmed, and your agents will lack a clear definition of success. 

Start by considering the goals you set at the beginning. If your priority is reducing operational cost, metrics like cost per call, average handle time, and first call resolution are key focus areas. Once you’ve determined the right metrics for your goals, you can better adjust your CX strategies.

5. Train your customer support team

Your CI tool of choice will deliver real value when your team uses it the right way. Beyond explaining the tool’s features, train them on surfacing insights from it and using the information to deliver CX improvements. For example, show them how sentiment analysis of call transcripts reveals intent and emotional state. Guide them on transforming this insight into action that boosts customer satisfaction in future calls.

6. Refine and scale

Continue to improve and scale your platform by tracking progress against your initial objectives. Once you start seeing the desired outcomes, you will feel more confident about expanding your use case or evolving your CX strategy. 

Stay up-to-date on changing customer expectations with the help of artificial intelligence and automation. From trend analysis to keyword alerts, leverage CI features to continuously improve and amplify the impact of your CX efforts.

Elevate your bank’s CX strategy with InMoment

Conversational intelligence offers an incredible competitive advantage to banks in the modern age. From using generative AI for empathetic responses to surfacing insights from volumes of customer interaction data, the tool is a game-changer for customer-centric financial institutions.

InMoment’s conversational analytics platform brings together all the features necessary to exceed customer expectations. It captures, connects, and analyzes experience data from every relevant channel to highlight actionable insights. The result is a data-driven approach to customer service that improves agent performance and key CX metrics.

Schedule a demo today to see how InMoment’s conversational intelligence software can help enhance your bank’s reputation and customer loyalty!

Financial institutions are dealing with growing customer expectations while staying compliant with stricter data privacy laws. With over 50 percent of customers willing to switch banks after one negative experience, organizations can’t afford to rest on their laurels. 

It’s increasingly important to meet modern expectations with data-driven tools. Conversational intelligence presents a powerful solution for financial service providers in this regard.

How does conversational intelligence enhance customer experience in financial services?

Personalization, speed, and trust are non-negotiables for the modern financial services customer. According to the 2023 Zendesk CX Trends Report, 72% of banking customers demand immediate service, while 62% agree that personalized interactions are better than general ones.

Conversational Intelligence (CI) moves beyond traditional customer support to provide analytical insights into evolving customer behaviors. Here are three key benefits of conversational AI for financial services:

Deeper CX insights

With thousands of conversations happening across customer support channels, financial service providers have a wealth of data containing untapped insight. CI empowers them to build rich datasets from these interactions and analyze them for real-time signals about pain points and expectations.

For example, conversational artificial intelligence uses algorithms trained on transaction histories to predict future engagement levels. This insight can help identify potential cases of churn, highlight the creditworthiness of account holders, and surface products that should be recommended to customers. This predictive analysis supports proactive service, leading to an enhanced customer experience.

Increasing first-call resolution (FCR)

Conversation banking also provides insight into recurring customer queries. From credit card complaints to payment disputes, customers bring forth a range of pain points that agents are expected to resolve. Digging into their conversations highlights common issues, allowing agents to update their knowledge bases for faster resolution.

As a result, agents succeed in improving key call center metrics like first-call resolution (FCR), which tracks the percentage of customer inquiries that agents resolve after the first call. The downstream effect of fewer repeat calls is lower operational costs, enabling financial services to achieve profitability while boosting trust.

Improving agent performance and consistency

Even the most skilled human agents struggle with message consistency, empathy, and real-time recall under pressure. CI supports them by providing real-time guidance during live interactions, helping agents maintain compliance and deliver consistent experiences.

For instance, if an agent forgets to mention a required disclosure during a loan application discussion, CI can prompt them right away. Over time, aggregated insights support personalized training and performance reviews, empowering agents to put their best foot forward in each interaction.

Key use cases of conversational intelligence in finance

Financial institutions leverage conversational AI to improve operational efficiency and deliver better CX outcomes. Here are seven use cases demonstrating the impact of AI in financial services:

Improving call center and support interactions

Modern contact centers in the banking industry face immense pressure to reduce costs while delivering frictionless customer service. A tool like InMoment conversation analytics helps achieve these twin goals through intelligent routing, automating responses to routine tasks, and highlighting areas for improvement across large call volumes. The result is a streamlined experience that boosts customer satisfaction and loyalty.

Training and coaching financial advisors or agents

Conversational data analysis also empowers managers to create effective agent coaching programs. From flagging behavioral patterns and skill gaps to suggesting next-best steps, the analytical insights help improve financial advice quality and agent confidence.

Personalizing client experiences at scale.

Customers expect their banks to understand their unique goals and pain points. When they present a query, they look forward to a response that makes them feel heard and valued. 

It’s no wonder, then, that personalization drives positive experiences, with financial services starting to sit up and take notice. Over 85% of financial brands highlighted personalization as their strategic North Star in a 2023 survey by Dynamic Yield.

CI supports personalization efforts by leveraging sentiment analysis on customer data, including feedback and past interactions. The insights into customer emotion and intent help agents tailor their responses, offers, and advice to individual needs. 

With InMoment’s patented, AI-driven Active Listening™, you can go one step further by simplifying the response generation process. The tool leverages generative AI to intelligently respond to customers during the feedback process, resulting in richer insights.

Driving proactive client engagement

CI ensures proactive customer engagement through deep analysis of behavioral signals and recurring queries. For example, it can detect frequently asked questions about topics like mortgage eligibility in conversational data. The tool uses the information to signal upsell opportunities and prompt timely follow-ups from agents. Agents can then take immediate action to address the pressing customer need, boosting conversion and retention rates.

Ensuring compliance and risk management

Risk management is a top priority for financial institutions, with rising scrutiny on data privacy and disclosure accuracy. CI helps ensure regulatory compliance by monitoring conversations for flagged language, missing disclosures, and script deviations. This automation prevents the need for manually reviewing thousands of interactions, which is error-prone and unproductive. Instead, compliance teams can confidently detect potential violations, audit conversations, and reduce legal exposure.

Automating how calls are categorized

Accurate call categorization helps teams analyze trends, prioritize resources, and allocate follow-up. Conversational AI tools use machine learning to auto-detect customer intent and apply the correct categories in real time. Just like with compliance, CI eliminates manual work in call categorization, improving reporting accuracy and reducing agent workload.

Identifying and resolving root cause behind issues

Instead of simply chasing metrics, financial institutions must surface insights from the numbers. For instance, a low average handle time looks good on paper until you realize agents are rushing their calls! The best way to stay competitive and take insight-driven action is by addressing the root cause behind customer service issues.

CI supports this important step by aggregating interaction data across your channels to unveil recurring issues. This visibility helps CX teams identify the underlying issue, whether it’s low agent confidence, a training gap, or a systemic flaw. The outcome is better experiences, fewer support calls, and significant cost savings.

How to implement conversational intelligence in financial services

The right approach empowers financial services providers to smoothly integrate CI into their workflows. The following steps are key to unlocking powerful insights, improving customer experiences, and enhancing operational efficiency.

1. Define objectives and map customer journeys

Start by identifying the specific goals your CI tool should support. For instance, improving customer satisfaction is a primary goal for customer-centric organizations, but maybe you’ve been hitting the mark there. Perhaps a bigger problem for you is the rising cost of contact center operations. Or maybe you want to ensure stricter compliance due to recent policy changes.

The next step is to map out key customer journeys where valuable conversations occur. These journeys could include onboarding, loan processing, or any customer interaction with your bank. The idea is to identify high-impact moments where you can focus your CI efforts.

2. Use the right conversational intelligence platform

The right CI platform offers omnichannel coverage, tried-and-tested Natural Language Processing (NLP) models, and seamless integration with your existing systems. 

InMoment’s conversational intelligence software goes beyond these features to support your regulatory compliance goals as well. It leverages accurate in-house transcription to safely capture the entirety of each agent-customer interaction for audit purposes. The tool uses machine learning to flag missing disclosures, suspicious recommendations, and other areas where the agent may not be acting in the customer’s best interests.

As a result, you don’t have to invest valuable hours into unproductive manual audits. You free up more time for building stronger customer relationships and improving key aspects of the banking experience.

3. Educate and train team members

Effective CI implementation depends on adoption. Ensure agents, advisors, analysts, and managers understand how to use the new tools and interpret insights correctly.

Offer hands-on training sessions that explain how CI empowers agents in their daily tasks. Highlight the tool’s ability to support real-time decision-making and ensure compliance in each interaction. Educated agents not only perform better with CI but also become internal advocates, which helps streamline CI adoption across other teams.

4. Operationalize insights across teams and touchpoints

The true value of AI in financial CX lies in transforming analytical insights into action. Establish cross-functional workflows to ensure that customer data and feedback loops inform everything from chatbot training to script updates and escalation paths. 

For example, if CI highlights growing dissatisfaction with a product release, communicate it to your developers and marketing team. Work with them to implement the necessary fixes and inform customers with timely and effective updates. Don’t let insights sit on the dashboard—embed them into workflows to stay competitive and customer-centric.

Power smarter, more personalized experiences in finance with InMoment

With personalization and smoother banking influencing customer decisions, an AI-powered CX strategy is more important than ever before. It takes care of the analytical workload for thousands of customer interactions, providing valuable insights so you don’t have to guess at what works.

With InMoment’s conversational intelligence tool for financial services, you can track and improve key contact center metrics to move ahead of the pack. Schedule a demo today to see how our analytics and automation help you meet modern customer needs while reducing risk exposure!

From geopolitical instability to a shifting regulatory landscape, the insurance industry is experiencing significant transformation. These massive shifts, combined with rising policyholder expectations for smooth and personalized service, require a data-driven approach to providing insurance.

Conversational Intelligence (CI) is emerging as a game-changer in this space. It leverages artificial intelligence to analyze agent-customer interactions, streamline workflows, and improve outcomes across claims, service, and compliance.

Benefits of conversational intelligence for insurance providers

With the insurance industry navigating growing expectations and complexity, the need for efficient and personalized services is greater than ever. Here are four major ways in which CI improves account health for insurance providers.

Faster, more accurate claims processing

Delays in claims processing erode customer trust and drain resources. Conversational intelligence helps by analyzing automated call summaries to flag common issues, uncover friction in workflows, and guide agents toward smoother resolution.

For example, if multiple policyholders are confused about required documentation, conversational AI technology surfaces those patterns across channels. This allows insurers to clarify policy details, reduce wait times, and even automate repetitive tasks like follow-up reminders. As a result, the claims process is more efficient and consistent.

Improved customer experience and personalization

Policyholders expect empathy and transparency when interacting with their insurer. With AI-driven insights, insurance companies are better able to identify unique customer needs, concerns, and preferences. 

CI also supports effective location-based campaigns by highlighting how policyholders respond in different regions. This information is useful for delivering tailored communication across the entire customer journey. Customers feel heard and valued, which is key for retention and satisfaction.

Agent coaching and performance optimization

Even top-performing agents require targeted coaching to put their best foot forward. CI helps achieve this goal by giving supervisors visibility into agent behavior. It surfaces patterns from customer queries, tone, and resolution quality. 

Unlike manual review, the automated nature of CI allows managers to evaluate 100% of agent-customer interactions without breaking a sweat! As a result, contact center leaders can use real call data to monitor human agent behavior, pinpoint best practices, and identify areas for improvement.

Better compliance monitoring and risk reduction

Organizations are increasingly keen on evolving their compliance programs to avoid penalties and reputational damage. According to Drata’s 2023 Compliance Trends Report, 87% of organizations indicated negative outcomes due to low compliance maturity. With the insurance business being such a heavily regulated space, insurers are under immense pressure to comply.

The ability of CI to automatically monitor and record conversations across channels is invaluable here. Besides tracking 100% of conversations for audit purposes, it helps ensure regulatory adherence by detecting missed disclosures and suspicious agent behavior.

Therefore, compliance and QA teams no longer need to manually review every interaction. Instead, they can focus their efforts where the risk is highest, significantly improving risk management and ensuring that the entire organization remains audit-ready.

Key use cases of conversational intelligence in insurance

The ability to analyze customer interactions at scale is crucial for improving policyholder experiences and internal operations. The following use cases show how CI helps insurance providers deliver proactive and personalized service across the entire customer journey.

Claims management and fraud detection

Few processes are as critical in the insurance industry as claims processing. Delays, miscommunication, or oversight at this stage result in lost trust, increased operational costs, and reputational damage. CI equips insurance providers with the tools to analyze claims-related conversations in real-time, helping them accelerate resolutions while also detecting potential fraud.

The tool uses natural language processing (NLP) to sift through thousands of call transcripts and identify patterns in claim inquiries. For instance, if it spots inconsistencies across different policyholder accounts, it flags them for further review. This feature is key for early fraud detection without requiring exhaustive manual analysis.

Beyond fraud, CI tools help streamline the claims journey by identifying common pain points. They highlight instances of frustration and confusion amongst policyholders, so that insurers can adjust their scripts or update internal workflows for more efficient service.

Enhancing call center operations

Modern contact centers in the insurance sector handle an overwhelming volume of inquiries, from simple policy questions to complex claims. With rising expectations for speed and accuracy, operational performance can’t be left to guesswork.

Conversational AI helps by analyzing every interaction, uncovering performance trends, and supporting informed decision-making. For instance, it processes call summaries in real-time to surface actionable insights like recurring complaints, long silences, or script deviations. This information helps leaders understand why calls take longer to resolve or which agents require additional coaching.

CI also supports smarter staffing decisions by revealing call volume patterns and common call categories. The result is a more responsive and efficient operation that reduces wait times, improves consistency, and allows teams to focus on high-value engagements.

Improving customer onboarding and policy renewals

The first impression sets the tone for the entire customer journey. Additionally, policy renewals are a make-or-break moment for retention. CI improves both processes by equipping insurance providers with instant insight into friction points, common complaints, and missed opportunities for customer engagement.

For example, if many policyholders ask the same questions about coverage limits or pricing during onboarding, CI surfaces those trends for contact center teams. Agents and managers are then able to optimize scripts, educational content, and self-service flows. During renewals, the tool can help by flagging sentiment shifts in real time. This allows agents to address concerns proactively before a policy lapses.

Boosting compliance and QA processes

Ensuring regulatory compliance across high-volume customer interactions is both critical and resource-intensive. Conversational AI platforms help through continuous call monitoring and analysis. These processes are key for detecting missed disclosures or suspicious agent behavior.

QA teams benefit from CI through automatic analysis of each agent-customer interaction. This ensures regulatory accuracy, improves agent consistency, and drastically reduces the effort and cost of manual review. It also supports audit readiness, helping insurers stay aligned with industry standards without sacrificing operational efficiency.

Identifying customer sentiment and service gaps

Understanding how policyholders feel is essential to delivering standout service. CI leverages sentiment analysis to track tone, emotion, and intent in real-time across all customer queries and channels like chatbots and social media.

This enables insurers to detect cases of confusion, frustration, or disengagement among customers. These emotional signals highlight emerging service gaps, so that teams can prioritize follow-up and refine customer support strategies for better outcomes.

Automating how calls are categorized

Accurate conversation tagging is essential for tracking issue trends, reporting, and process improvement. But manual categorization is time-consuming and often inconsistent.

Conversational AI removes this friction by automatically detecting intent and applying relevant categories to every interaction. For instance, InMoment’s CI tool uses machine learning to auto-detect customer intent and apply the right category in real time. This automation reduces repetitive tasks for agents and ensures consistent data collection for QA, product, and operations teams.

Identifying and resolving root cause behind issues

Surface-level issues like repeated customer support calls or frequent clarifications on insurance policy terms often point to deeper problems. CI helps uncover the root cause by aggregating and analyzing interaction data across every communication channel.

By connecting these dots, insurers can detect recurring breakdowns in communication, process bottlenecks, or knowledge gaps that drive dissatisfaction. These CI insights empower teams to take strategic action, including agent training and removing operational bottlenecks. The result is a smoother customer experience and long-term cost savings.

Steps for implementing conversational intelligence in insurance

Integrating CI into your daily operations involves more than just investing in the tool. It requires a strategic rollout, from identifying your goals to training your team. Here are four key steps for leveraging CI to transform conversations into actionable insights.

1. Identify use cases and goals

The first step towards successful conversational AI implementation is knowing exactly where it can deliver the most value. For insurance providers, this means identifying the high-impact customer interactions or internal workflows that would benefit most from CI insights.

Start by involving key stakeholders and aligning on mission-critical outcomes. These objectives could include increasing customer satisfaction, reducing claims processing times, or boosting compliance.

The next step is to identify corresponding use cases where CI can play a key role. For example, InMoment’s conversation analytics platform helps reduce legal exposure by automatically monitoring conversations for missed disclosures.

2. Choose the right conversational intelligence platform

Choose a platform that goes beyond the technology to assist you with professional services, including data collection, analysis, and selecting the right metrics to track. 

As a leader in customer experience and conversational intelligence, InMoment helps large insurance providers turn unstructured data into action. Its conversational AI platform offers:

• Accurate transcription and NLP tailored for industry-specific terminology
  
• Multilingual support for diverse policyholder bases
  
• Built-in data security and compliance features to protect sensitive customer data
  
• Seamless integration with existing CRM, claims management systems, and contact center tools
  
• Omnichannel capabilities to unify conversations across voice, chat, email, and apps

These features help surface opportunities to improve service quality, reduce risk, and boost operational agility at scale. As a result, you can simplify decision-making and drive positive customer experience outcomes by working with a proven partner.

3. Integrate with existing systems

CI delivers maximum value when it works in concert with your existing technology stack. Seamless integration with tools like CRM platforms and claims management systems enables CI to analyze key datasets and provide valuable insights.

InMoment leverages robust CX integrations to enable the smooth flow of data across systems. These integrations empower teams to use shared insights and access a unified view of each policyholder’s history and preferences. By eliminating information silos, integrations allow for smoother experience management.

4. Train teams and set usage guidelines

Train your customer support agents and managers on how to make the most of conversational AI features. Besides enhancing adoption across teams, this step is key for ensuring consistent value for policyholders.

When teams understand how to track metrics, analyze automated call summaries, and trigger post-call surveys, they are better able to adopt a proactive approach to work. Similarly, managers can improve their coaching programs and ensure compliance by learning how to interpret customer interactions.

It’s also crucial to establish clear usage guidelines for your CI tool. This practice ensures teams use the tool responsibly and consistently. As a result, you can integrate AI into daily operations without compromising the human touch that customers value the most.

Drive performance and progress with InMoment’s Conversational Intelligence

From faster claims processing to surfacing opportunities for agent improvement, CI is key for gaining a competitive advantage in the insurance industry. It turns everyday interactions into strategic insight, enabling insurers to meet the rising expectations of modern policyholders.

InMoment empowers insurance providers with comprehensive data analysis, automated QA and compliance review, and reliable fraud detection. Beyond the cutting-edge technology, you get access to a professional team of CX experts when you partner with us. From building custom datasets to selecting the right metrics to track, we set you up for long-term operational and customer success.
Schedule a demo today to see how you can modernize your insurance operations with AI-powered insights!

In today’s consumer-led economy, your ability to improve the customer experience directly impacts whether you close the deal or lose it. If sales teams can’t resolve issues or respond to concerns fast enough, buyers won’t stick around.

That’s why conversational intelligence (CI) is such a powerful tool for sales-focused organizations. It gives you a clear view into your customers’ minds, surfacing what they care about, their pain points, and what ultimately drives their decisions. 

With this level of insight, sales teams and contact centers can fine-tune their approach, strengthen messaging, and close more deals with less guesswork. Think of it as a backstage pass into customers’ motivations delivered in real time. 

Below, we break down the top benefits of conversational intelligence and share best practices to maximize its value.

What Is Conversational Intelligence?

Conversational intelligence involves collecting and analyzing sales conversations to uncover actionable insights, improve experiences, and build stronger customer relationships. And while it may sound like a heavy lift, especially with the volume of calls sales teams handle daily, it’s actually the opposite.

Using innovations like artificial intelligence (AI), natural language processing (NLP), and machine learning, conversational intelligence tools break down customer conversations at scale to deliver meaningful findings. This might mean identifying gaps in messaging, highlighting missed opportunities, or revealing exactly where prospects disengage. 

With these insights in hand, your team can focus on high-value tasks, like refining pitches, building relationships, and closing deals.

How Can Conversational Intelligence Benefit Sales Teams?

If you’re like many companies right now, you’re keeping a close eye on spending. It makes sense: Budgets are tighter, and every investment needs to earn its place. However, conversational intelligence may be the missing link between your team and stronger sales performance. 

From speeding up issue resolution to delivering sharper customer insights, conversational intelligence helps teams move faster, sell smarter, and adapt in real time. It’s more than just a CX tool—it’s a competitive edge for businesses that want to rise above the noise and stay there. 

Here’s how it helps sales teams thrive at every stage of the sales cycle:

Speed Up Customer Issue Resolution

Sales reps deal with a steady stream of questions, concerns, and objections before closing deals. Keeping track of them all isn’t easy, unless they’ve got the memory of an elephant. 

That’s where conversational intelligence earns its keep. It monitors sales conversations in real time, identifies common problem areas, and flags patterns before they derail. With these insights, reps can resolve issues faster and keep momentum going. Sometimes, that’s the difference between a sales cycle that takes weeks and one that drags on for months. 

Boost Agent Performance and Job Satisfaction

Trying to close a deal without understanding your customers is like taking a shot in the dark. You might get lucky, but more often than not, you’ll miss the mark. 

Conversational intelligence reduces that risk. It analyzes customer interactions to highlight what drives conversions and where prospects tend to drop off in the sales cycle. These conversation insights can be used to train sales teams and support agents more effectively, boosting their confidence, sharpening their skills, and improving overall performance. 

The ripple effect? Greater job satisfaction and higher retention. And considering that the cost of replacing a team member can be three to four times their salary, that’s a win worth investing in.

Lower Service Costs and Streamline Response Times

Depending on your industry, sales costs can eat up 15–30% of total revenue. But they don’t have to. 

When you invest in solutions that help you shorten the sales cycle, like conversational intelligence, you cut the guesswork and reduce the cost per sale. Instead of chasing dead ends or repeating the same ineffective tactics, reps can focus on what actually moves deals forward. Fewer wasted sales calls. Fewer missed opportunities. Lower service costs. 

CI also helps your team move faster by pinpointing common customer questions and proven resolutions. The result is faster, more consistent reply times that keep customers engaged and momentum high.

Increase Customer Lifetime Value

Top-performing sales teams don’t just aim for one-time conversions—they build relationships that last.

Conversational intelligence helps by providing valuable insights into what inspires trust, loyalty, and long-term engagement. It can spotlight standout messaging, high-performing reps, and service tactics that turn first-time buyers into brand advocates. With these insights, you can strengthen connections and unlock meaningful revenue growth over time.

Think of it as a playbook for improving customer retention, repeat business, and referrals without having to guess what works.

Prove the Value of Customer Service Efforts

It’s not always easy to link customer service to business results, but conversational intelligence makes it possible.

By turning customer interactions into measurable data, CI allows you to track critical metrics like resolution speed, customer satisfaction score (CSAT), and follow-up success. These insights help connect your team’s efforts to real-world outcomes, like increased sales, reduced churn, and higher retention. 

And in today’s “Era of Less,” when decision-makers are tightening budgets, that kind of return on investment (ROI) clarity can make all the difference.

Best Practices for Implementing Conversational Intelligence in Sales Strategies

The best tools only deliver value when they’re implemented intentionally. Here are a few best practices to help you get the most out of your conversational intelligence platform and ensure it’s fully integrated into your sales strategies:

1. Choose the Right Platform

The wrong tool won’t just underdeliver: It might drain resources that are better used elsewhere. That’s why choosing the right conversational intelligence tool is critical.

Start by clarifying your team’s goals. Looking to strengthen sales coaching? Choose a platform that goes beyond summarizing call recordings and includes agent scorecards and coaching workflows. Need real-time insights to improve sales processes on the fly? Prioritize tools with live conversation analysis.

Equally important: integration. Your platform should connect seamlessly with your existing tools, like customer relationship management (CRM) software, to support consistent workflows. It also needs to be intuitive and scalable—something your team can grow with, not just test and abandon after a quarter.

2. Train Your Sales Team

Conversational intelligence is powerful, but only when your team knows how to use it.

Training shouldn’t stop at platform features. Reps need to understand why the tool matters, what kind of insights it delivers, and how to turn those insights into action. For example, if you’re introducing a new insight or behavior to focus on, explain how it connects to outcomes your team cares about, like stronger conversions or a shorter sales cycle.

Take a hands-on approach during sales coaching. Give agents opportunities to explore the new platform, review real call recordings, and practice applying conversational data to actual conversations. The more real it feels, the more likely it’ll stick.

3. Focus on Key Metrics 

Conversational intelligence tools can deliver a lot of data. Without focus, it’s easy to get lost in details that don’t drive outcomes.

Start by identifying the metrics that matter most to your team. These might include talk-to-listen ratios, objection-handling success, competitor mentions, or deal progressions. Once you know what to watch, use those insights to shape sales strategies and boost rep performance. 

For example, if a data trend shows that reps are dominating the conversation, it may be time to coach more active listening. The goal is to connect the data back to what actually moves deals forward.

4. Integrate into the Sales Workflow

Conversational intelligence shouldn’t feel like extra work. If it does, adoption will drop fast.

Make it part of the natural flow by integrating it with your CRM (for easier follow-ups) and collaboration tools (to streamline insight sharing). Automate message and call uploads wherever possible so reps can stay focused on conversations, not admin work.

The most effective teams embed CI into every stage, from prospecting to post-sale check-ins. When it’s baked into every step, it consistently delivers value and supports customer progression through the sales cycle. 

5. Celebrate Wins and Socialize Insights

It’s human nature to fixate on what’s not working. But highlighting what is working builds momentum and motivation.

Celebrate standout moments by recognizing team members who consistently handle calls well. Something as simple as a “Rep of the Week” spotlight for top performers can boost morale, strengthen team culture, and encourage others to level up.

Just as important: socialize your CI insights. Share winning conversations from high-performing reps during team meetings or through collaboration tools, so the whole team can learn from what’s working in real time.

6. Listen to the Voice of the Market

Your customers are already telling you what they need—you just have to listen.

Conversational intelligence tools help you do exactly that by analyzing customer interactions at scale. They reveal emerging needs, market trends, and concerns that are essential to staying competitive. It can also capture customer expectations, making it easier for your team to align messaging with what you can actually deliver and guide future development decisions.

To get even more value, set up keyword alerts for things like feature mentions or pricing concerns. Then review the results with your broader team (sales, management, product development, and marketing teams) to turn raw insights into actionable strategies. 

Key Features of Conversational Intelligence for Sales 

The right conversational intelligence analytics software can transform how your sales team sells, but only if it has the features to back it up. If you’re evaluating tools, prioritize ones that are purpose-built for performance, insight, and scale:

• AI text and call summaries: Automatically condense long conversations into short, digestible snippets, making it easier to review and act on insights quickly.
• Conversational analytics: Analyzes the flow, tone, and context of conversations to uncover customer sentiment, buying signals, and opportunities to improve the experience.
• Text analytics: Makes sense of unstructured data and highlights trends, anomalies, and recurring themes in customer feedback. 
• Transcription capabilities: Converts recordings to text for easier call analysis and coaching 
• Impact prediction: Forecasts how a rep’s actions are likely to influence outcomes, using historical data to support faster, smarter decision-making.
• Agent and coach scorecards: Provides a clear view of team performance, spotlighting strengths and opportunities for improvement. 

Transform Your Sales Outcomes With InMoment’s Conversational Intelligence

Conversational intelligence has shifted from nice-to-have to a competitive necessity. It empowers sales teams to improve performance, boost job satisfaction, and better understand and respond to customers’ needs and expectations. With the right insights, you can reduce friction in the sales process, build stronger relationships, and unlock long-term growth.

InMoment’s customer experience platform brings it all together. Our conversational intelligence tools analyze phone calls, chat logs, email threads, and survey responses—turning complex data into clear, actionable insights. Your team gets a complete view of what’s working, what’s not, and where to focus next to drive real results.

See how InMoment’s conversational intelligence software can help your team close more deals and elevate the customer experience—schedule a demo today.

You can’t fully predict customer behavior from day one. People are unpredictable, and what resonates with one group might fall flat with another. 

That’s where A/B testing shines. It helps you test messaging, support strategies, marketing campaigns, and experience variations to optimize interactions, streamline support processes, and improve the overall user experience. 

But while traditional A/B testing tells you what performs better, conversational intelligence reveals why. It adds context to the data, uncovering customer sentiment, intent, and pain points that quantitative metrics alone can’t explain—fueling more targeted optimization and data-driven decision-making.

Let’s explore how conversational intelligence enhances the A/B testing process and how to implement it effectively.

Why Traditional A/B Testing Falls Short Without Conversational Intelligence

A/B testing (also known as split testing) is essential for customer experience optimization, but on its own, it can only take you so far in aligning CX efforts with broader business goals. Over time, traditional A/B testing tends to hit a wall for a few key reasons:

• It focuses on surface-level metrics like conversion rates, response times, customer satisfaction score (CSAT), and Net Promoter Score (NPS) but it lacks the qualitative context behind them. It doesn’t tell you why a customer felt frustrated, delighted, confused, or compelled to stay.
• It can be misleading when it fails to capture emotional responses. For example, a customer might complete a purchase or subscribe (boosting your conversion metrics), yet still feel dissatisfied with the experience. Traditional A/B testing would mark that as a win, even if that frustration puts long-term retention at risk.

How Conversational Intelligence Enhances A/B Testing

Conversational analytics software brings critical context to A/B testing. It goes beyond numbers to explain why customers behave a certain way, making it a powerful addition to your conversion analytics toolkit. When you understand the reasons behind user choices, you can refine experiences with greater precision.

Let’s break down how conversational intelligence strengthens A/B tests.

Uncovers Customer Pain Points and Friction Areas

If you’re testing different versions of your messaging, support strategy, or landing page, traditional A/B testing tools can tell you which variation performs better than the control group, but not explain the reasons behind it. That’s helpful, but it won’t show you where customers are getting stuck or what’s turning them away.

Conversational intelligence fills in those gaps. Analyzing service chats, voice transcripts, and chatbot interactions reveals the pain points and friction areas in the version that underperforms, giving you clear direction on what needs to be improved. 

Example: An A/B test for a new support chatbot shows that Version A is the clear winner. CI analysis reveals that customers find Version B confusing because it lacks clear instructions and key functionality—insight that wouldn’t show up in standard performance metrics.

Automates Feedback Collection and Analysis

Let’s be honest: manual data collection from live chats, emails, call center logs, surveys, and support tickets is tedious, time-consuming, and nearly impossible to scale. 

CI tools automate this process by using machine learning and natural language processing (NLP) to scan through large volumes of customer communication. They turn unstructured feedback into in-depth, actionable insights, helping you make smarter, faster decisions about what to run tests on next.

Example: CI detects complaints about hard-to-find contact options in one variation, highlighting a usability issue that shapes your next A/B test. 

Identifies Customer Sentiment and Satisfaction Drivers

Metrics like click-through rates (CTRs) can tell you which A/B test version performs better, but they won’t tell you how customers actually feel about the experience. That’s where customer conversations come in.

CI tools use sentiment analysis to evaluate word choice, tone, and emotion across interactions. This helps you identify the experiences that generate positive sentiment and, just as importantly, the ones that don’t. With these insights from real user conversations, you can fine-tune future A/B tests to focus on what truly resonates. 

Example: A brand tests two versions of a customer onboarding flow. CI sentiment analysis reveals that Version A causes frustration due to overly complex steps, even though completion rates are the same. Armed with this insight, the brand simplifies the experience in the next test to boost satisfaction. 

Enhances Personalization and User Engagement

With 81% of consumers preferring brands that deliver personalized experiences, understanding your customers on a deeper level isn’t optional—it’s essential. Conversational intelligence helps you get there.

By analyzing how customers speak and what they care about, CI helps personalize the experience and sharpen your marketing strategy—from content and messaging to segmentation by behavior, preferences, and demographics. For example, you can apply CI insights to location-based campaigns to uncover what’s not working for users in a specific region and tailor the testing process to address that user group’s pain points directly.

These insights improve your next test and enable quick, meaningful adjustments that make customers feel heard and understood. 

Example: One chatbot variation offers proactive solutions based on prior customer pain points, leading to higher engagement and fewer escalations.

Detects Emotional Reactions to Service Changes

Customer behavior isn’t always a reliable indicator of satisfaction. People may use a new feature or follow a script simply because they’re in a hurry or don’t want the hassle of switching providers. Traditional A/B testing might interpret this engagement as a success, even if the experience causes frustration.

CI fills in the emotional gaps. It uncovers patterns of confusion, irritation, or delight that typical metrics miss, helping you avoid rolling out changes that create hidden friction or long-term dissatisfaction.

Example: A new automated refund process is A/B tested. Both Version A and Version B receive similar engagement, but CI finds that Version B generates fewer complaints and more positive sentiment in support interactions.

Refines Customer Messaging and Support Strategies

Conversational intelligence takes the guesswork out of A/B tests by highlighting the exact words, requests, phrases, expressions customers use. 

Instead of testing random messaging variations or support strategies, you can focus on the language and guidance that actually matters, like the phrasing of a call-to-action (CTA), chatbot guidance, or self-service instructions.

Example: CI reveals that customers repeatedly ask for a “talk to an agent” option. That insight leads to a clearer escalation pathway in the winning variation, improving both satisfaction and resolution rates.

Steps to Implement Conversational Intelligence in A/B Testing

Conversational intelligence is the lens that sharpens your A/B testing vision. It provides context (the why behind customer choices) that helps fine-tune tests and accelerate CX improvements. But to unlock its full value, it’s important to implement it thoughtfully and avoid common mistakes, like relying only on quantitative data or overlooking emotional drivers in customer conversations.

Here’s how to get started:

1. Identify Key Conversational Data Sources (Chatbots, Customer Support Logs, Social Media Comments)

Capturing valuable insights starts with assessing a variety of customer touchpoints. The more channels you analyze, the more complete your view will be of customer preferences, concerns, and questions.

Collect conversational data from multiple sources (like social media comments, chatbot logs, support transcripts, call recordings, and feedback forms) to ensure your A/B testing process reflects the full spectrum of the customer experience. 

2. Use AI-Powered Conversational Intelligence Tools to Analyze Themes, Sentiment, and User Intent

Manually reviewing thousands of customer interactions isn’t realistic, and limiting your insights to a small sample size can lead to skewed or incomplete conclusions. That’s where AI-powered tools come in.

Conversational intelligence platforms act as advanced analytics tools, helping you move beyond raw feedback to spot actionable trends. They can detect user sentiment, recurring themes, and user intent in real time. These tools help you uncover patterns, like frustrations around your checkout process, that directly inform A/B test decisions and future CX refinements.

3. Integrate Conversational Insights With A/B Test Results

Once you’ve implemented your AI-powered CI tool, the next step is to combine its insights with your existing A/B test metrics. For example, if traditional A/B testing shows that customers prefer Version B, conversational intelligence can help uncover the why behind that preference, like clearer messaging, better support tone, or fewer points of friction.

Blending these insights moves your A/B testing beyond surface-level performance data, giving you a clearer view of how to optimize the experience based on customer perception, not just user behavior.

4. Iterate and Refine A/B Test Variations Based on These Insights

Conversational intelligence insights are only as valuable as the actions you take on them. Use what you learn to continuously refine your A/B test variations—whether that means updating the messaging, adjusting design elements on a webpage, or simplifying processes. 

For example, if CI data shows that customers describe your pricing page in Version B as “confusing,” revise the structure and run another test. Continue iterating until customer sentiment improves and the data confirms you’ve found a version that truly works.

Gain Deeper Customer Insights With InMoment

A/B testing shows what performs better, but conversational intelligence reveals why. Together, they help your team move beyond surface metrics to uncover what truly drives customer behavior, improves the user experience, and accelerates CX optimization.  

To get the most from your A/B testing process, invest in a CI tool with AI-powered analytics. These tools help you quickly identify patterns, sentiment, and intent across high volumes of customer interactions. 

InMoment turns conversation data into a competitive edge. Our AI-powered customer experience platform analyzes interactions across contact center calls, chats, surveys, and more—highlighting preferences, friction points, and emotional responses. These insights show why one A/B test variation outperforms another so you can iterate faster, improve with confidence, and deliver experiences that truly resonate.

Schedule a demo to see how InMoment’s AI-powered CX platform can help you elevate your A/B testing strategy!