We have created this glossary page to help you familiarize yourself with the most common words, phrases, and jargon that are either new to you or are used frequently in the conversation intelligence space.
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Artificial intelligence (AI) mimics the thinking patterns of the human mind in the context of computing. AI is programmed to replicate the way humans make decisions or solve certain problems. It’s widely used across technological solutions to automate manual tasks.
Asynchronous communication happens when two or more people interact with each other in a staggered, intermittent fashion. Unlike synchronous communication, people talking asynchronously don’t need to present at the same time to have a complete conversation. Examples of asynchronous communication include email, chat, messenger, comments on social media posts, etc.
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Bots are AI-trained applications that use NLP and machine learning (ML) algorithms to carry out certain tasks programmed in them. For instance, Google uses “crawler” bots to visit websites all over the internet, retrieve relevant content from the website, and index it in a database so that it can produce the website in the right context when a user searches for relevant keywords or phrases.
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Call analysis is the real-time and asynchronous evaluation of audio-only calls to understand critical aspects of the conversation such as the call summary, purpose, objections, outcomes, next steps, etc.
Calls are conversations that take place between business functions and customers over an audio-only format like telephone, dialers, and more.
With competitor intelligence, you can get an instant overview of the most mentioned and least mentioned competitors that your prospects refer to during the sales interactions. You can use competitor intelligence to your advantage by understanding customer preferences and building capabilities to outdo your competitors.
Conversation intelligence uses artificial intelligence (AI) technology to record and analyze voice or text in order to infer meaningful insights.
Avoma’s conversation intelligence capabilities facilitate this effectively by helping your business teams record, transcribe, process, and analyze prospect, customer, and internal organizational conversations. It also allows you to easily access and share key information across the organization and ensure everyone is on the same page.
Conversational AI is the technology that leverages natural language processing (NLP) to let humans talk to software applications such as Interactive Voice Response (IVRs), chatbots, or voice assistants. Asking Alexa to play a particular song is an example of conversation AI technology.
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As a subset of revenue intelligence, the deal intelligence capability enables businesses to diagnose the health of each deal at a more granular level and course-correct their action in order to control the deal outcome.
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Interactive intelligence helps sales leaders mine important interaction data to coach their sales reps better, accelerate the customer and employee onboarding processes, and understand customers better.
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Machine learning is an AI capability in software and other technological solutions that helps machines to learn from data fed into them, understand user preferences based on relevant inputs and self-improve their performance over time to deliver more contextual results.
Meeting analysis is a way for you to analyze meeting data in real-time or asynchronously to understand critical aspects of audio and video meetings such as meeting summary, the purpose of the meeting, objections, pain points, outcomes, next steps, etc.
A meeting assistant is usually an AI bot that automates the note-taking aspect of a meeting by recording, transcribing, and organizing meeting conversations from speech to text for future reference.
Meeting collaboration is a set of activities that meeting participants carry out before, during, and after the meeting such as inviting people, responding to a meeting invite, sharing agendas, taking notes, brainstorming new ideas, sharing their knowledge, and summarizing the conversation.
Meeting intelligence is an AI-powered capability to derive insights into meeting interactions. It usually appears in the reporting dashboard of a conversation intelligence platform and shows a consolidated summary of interactions such as most used keywords, phrases, topics, talk time ratio, etc.
Meeting lifecycle assistant
A meeting lifecycle assistant is a platform that helps you manage the entire meeting lifecycle—from preparing for your meetings to automatically taking notes during the meetings and from reducing no-shows to getting actionable intelligence from conversations across the board.
Meeting management is the whole gamut of managing different aspects of a meeting event such as planning and scheduling a meeting, making the most out of a meeting conversation, and retrieving important information from the exchange for meaningful analysis.
In a business environment, meetings are a tool for exchanging thoughts, brainstorming new ideas, addressing and solving business problems, and improving collaboration between your organization and prospects, customers, partners, and different departments within your organization. Given that most of today’s meetings are remote—they can happen over Zoom, Google Meet, or other conferencing apps.
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Natural language processing
Natural Language Processing (NLP) is a branch of AI that helps machines analyze and interpret human language—both written and speech-based.
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Revenue intelligence is the revenue-specific insights that a conversation intelligence tool provides to help businesses gain a 360°-view of the entire sales cycle. With revenue intelligence, RevOps teams can get automated data about a deal’s health, gaps in the process, any opportunities to close a deal faster, and other account-related critical information. The RevOps teams can use these insights to take actionable decisions to improve their win rate.
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Sentiment analysis uses NLP to identify a wide variety of human emotions based on a certain type of content such as written texts, recorded audio, or video. Several tech companies use sentiment analysis technology to collect and analyze user data about their products, services, or ideas.
Speaker identification is a capability that conversation intelligence offers wherein an AI can recognize the different people speaking in a meeting based on the characteristics of their voices. Speaker recognition (also referred to as speech recognition) is often mapped to the user identities (e.g., first and last name, email address) that meeting participants provide during the log-in event.
Synchronous communication is the real-time exchange of data and information between two or more people either in person or through a virtual interface like chat, phone calls, messenger, video conferencing, and so on.
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Topic intelligence allows sales teams to accelerate the learning between peers, curate the topics that high-performing reps spend the most time on, and bring up the right topic at the right time during a meeting.