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Conversational Intelligence.
Explore it for yourself.

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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Insights and key topic analysis
Stop reporting on problems. Start preventing them.

Conversational Intelligence gives you an automatic view of what customers are contacting you about, with the depth to dig in when it matters. The result: shorter queue times, higher satisfaction, and hard data for your next leadership meeting — so your contact centre stops being a cost centre and becomes a strategic voice in the room.

Conversational Intelligence automates quality assurance scoring, tracks team performance, and monitors customer service quality. The platform provides automated scoring, reports, coaching tools, and templates in a unified QA tracking system. Every conversation is automatically scored against defined criteria, eliminating manual review limitations. Score distribution charts display quality levels across all interactions. Behavior detection tracking shows which criteria are met or missed. Criteria breakdowns are tracked automatically for every agent. Performance comparisons identify top performers and those requiring support, enabling evidence-based coaching beyond single call observations. Development tracking over time provides consistent performance measurement. Quality monitoring detects score drops following policy changes or high-volume periods before issues escalate. Monthly trend views show overall QA program direction. Automatically generated scores across all calls enable quick organizational assessment and issue identification. Reports convert scoring data into shareable formats for leadership, auditors, and compliance teams. QA questionnaire application is visible across the organization. Detailed questionnaire analysis shows how each evaluation component affects overall scores. YES-rates break down which standards are consistently met and which require attention across all assessed conversations. Coverage metrics show what proportion of contact volume receives quality assurance. Manual review effort tracking maintains QA program accountability across teams. QA templates enable evaluation criteria aligned with specific service standards. Template library accelerates quality assurance program setup. Active templates can be duplicated and adapted for different teams or channels without IT dependency or lengthy setup. Criteria include compliance, process adherence, SLA requirements, and brand voice to map service standards into scoring. Scoring, trend analysis, individual performance tracking, and reporting function as an integrated environment running automatically across entire contact volume. The system covers from topic spike detection to fully auditable QA programs for contact centers.

40%

Increase in CSAT

25%

Reduction in contact centre costs

30%

Improvement in customer retention

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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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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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.

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.

Explore the complete suite

Conversational Intelligence.
Explore it for yourself.

Elevate every conversation with
AI-powered insights.

Agent performance and coaching
Show every agent what good looks like.

Insights and key topic analysis
Stop reporting on problems. Start preventing them.

Automation and AI summary
Cut agent admin, give time back to customers.

Quality assurance
You can't improve what you can't see.

The results speak for themselves.

Conversational Intelligence: Real success stories.

Telmore

Lyreco

JFM

Works across voice, chat and email.

Frequently asked questions.

See Puzzel Conversational Intelligence in action.

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25%

30%