Conversational Intelligence

Real insights. From real conversations. Powered by AI.

Turn every conversation into actionable intelligence. Understand what drives customer satisfaction, identify where your team needs support, and free up time spent on admin. All powered by AI trained on European language data and processed entirely within EU infrastructure for complete peace of mind.

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Perfect every conversation

Our proprietary ASR and NLP are trained on Nordic languages (Swedish, Norwegian, Danish, Finnish), Dutch, and UK English — not US English models with accent limitations. Accuracy where it counts.

More time for value-add tasks

Stop wasting hours on transcription, summarisation, and admin. Puzzel handles it all automatically so your team can focus on what matters.

Built for regulated European businesses

EU-headquartered, GDPR-native, and hosted in European data centres. No transatlantic data transfers. Privacy by design, not retrofitted; so regulated industries stay compliant without compromise.

Use AI to understand what is (and isn't) working.

Analyse sentiment, identify patterns, spot knowledge gaps, and surface process inefficiencies in minutes instead of weeks. Every conversation teaches your system something new.

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Improve conversations through smarter coaching.

Generative AI handles transcription and automated workflows, freeing your team from tedious admin. Data processing happens entirely in EU infrastructure—no transatlantic transfers, no compromise on privacy.

Speak to an expert

Save time with smart call automation.

Say goodbye to manual call transcription analysis. Puzzel Conversational Intelligence uses Generative AI to quickly turn customer conversations into a simplified overview, cutting down on admin tasks. And with automated workflows, your agents can focus on what really matters—high-value, customer-facing interactions that build loyalty and boost satisfaction.

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40%

Increase in CSAT

25%

Reduction in contact centre costs

30%

Improvement in customer retention

Insights that benefit your entire organisation.

Product teams learn what customers need. Marketing sees where messaging misses. CX leaders spot training gaps. Finance understands cost drivers. One platform, cross-departmental value.

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We quickly gained insights into our challenges, opportunities and future possibilities … Now, we genuinely understand customer struggles. We've flipped our approach, aligning digital services directly with customer needs.

Søren Kristian Steffensen

Analytics Manager at DSB

Natural Language Processing (NLP)

Uncover insights effortlessly.

Puzzel Conversational Analytics uses NLP to unlock the full value of every conversation. Through machine learning techniques like classification and sentiment analysis, NLP interprets data from the ASR engine, delivering actionable insights that enhance call handling and service quality.

Automated Speech Recognition (ASR)

Turn speech into text.

Puzzel’s proprietary ASR technology turns spoken language into accurate, readable text. This essential technology powers a suite of tools that extract insights from every conversation, driving smarter decision-making and more efficient call handling.

Generative AI

AI-powered insights.

Generative AI quickly summarises customer conversations, highlighting key trends, issues, and opportunities. By automatically identifying areas for improvement, it empowers agents to optimise interactions, boost performance, and drive both customer satisfaction and operational efficiency.

Works across voice, chat and email.

Get consistent insights across every channel in your customers’ preferred languages. Cross-channel analysis works in Nordic, Dutch, and UK English—so regional communication styles are understood correctly.

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Get more value with Puzzel’s complete Ecosystem.

Puzzel Conversational Intelligence is part of the Puzzel CX ecosystem—an all-in-one solution designed to optimise every aspect of your contact centre. From AI-powered analytics to seamless omnichannel support, Puzzel empowers your team to elevate customer experiences and drive operational efficiency.

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Does Conversational Intelligence only work with voice calls?

While voice is the primary channel, Conversational Intelligence also works across written interactions like chat and email, giving you a broader view of customer sentiment and service trends across channels.

What kind of insights does Puzzel Conversational Intelligence provide?

Conversational Intelligence provides a detailed analysis of conversation patterns, call lengths, customer sentiment, language use, and repeat call drivers. It identifies issues like knowledge gaps, inefficient processes, and customer frustration, offering clear recommendations to improve call handling and overall service quality.

How does Puzzel Conversational Intelligence improve call handling?

Puzzel Conversational Intelligence uses AI-powered analytics to instantly analyse customer interactions, identifying areas for improvement, such as call length, repeat contacts, and knowledge gaps. This allows agents to optimise their approach, reduce handling time, and improve customer satisfaction.

What makes Conversational Intelligence different from generic transcription tools?

Generic tools transcribe. Puzzel provides insights. We analyse sentiment, identify coaching opportunities, spot patterns, and surface trends—all tailored to your business. Built on proprietary ASR trained for European languages and accents.

Where is my data stored and processed?

All data is processed and stored in EU data centres. No transatlantic transfers. No US jurisdiction. GDPR-compliant from design through operation.

Which languages does Conversational Intelligence support?

Puzzel’s proprietary ASR supports Norwegian, Swedish, Danish, Finnish, Dutch, and UK English. Sentiment analysis and NLP work across these languages with accuracy optimised for regional communication styles. We’re expanding language coverage continuously.

Elevate your interactions

See Puzzel Conversational Intelligence in action.

Yes, I’d like to elevate my conversations with AI-powered insights.

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Real insights. From real conversations. Powered by AI.

Elevate every conversation with
AI-powered insights.

Your contact centre holds the answers.
Are you listening?.

Use AI to understand what is (and isn't) working.