Turn customer calls into actionable data insights with machine learning

Identify and extract important signals from unstructured voice calls at scale. Voice Intelligence brings call transcription and AI-powered language operators together in a single powerful tool.

Uncover valuable business intelligence from your voice calls

Quality analysis

Replace random call selection with automated, data-driven processes to improve operational efficiency and agent performance.

• Analyze 100% of calls
• Give QA teams the tools to uncover key insights in near real time
• Prioritize scalable initiatives like targeted agent scripting campaigns
• Leverage call transcripts to analyze, measure, and improve agent performance
• Make and measure incremental changes to improve the customer experience

Lead management

Extract insights from customer conversations to score and prioritize leads, track campaign effectiveness, and supercharge your sales pipeline.

• Turn metadata into meaning by reconciling voice call data with customer behavior
• Activate intelligence from call recording data to improve campaigns and ROI
• Recapture potential lost revenue with fresh insights on lead scoring and prioritization

Compliance

Identify and mitigate regulatory compliance risks with automated personal information (PII) redaction to ensure secure and shareable data.

• Manage sensitive call data with automated personal identification redaction
• Identify compliance related phrases such as “Do not call”
• Flag calls automatically that may violate internal and regulatory rules
• Automate compliance validations to stay on the right side of regulations

Customer voice

Build more productive and personalized voice experiences for your customers.

• Enhance customer profiles to increase lifetime value
• Detect upsell and cross-sell opportunities for greater revenue
• Cut customer acquisition costs and reduce churn
• Identify key words and common threads from customer interactions

How does Twilio Voice Intelligence work?

Take previously inaccessible voice call data and turn them into useful content that unlocks consistent, scalable, and highly personalized experiences.

Turn voice calls into highly accurate transcripts

• Benefit from best-in-class accuracy for speech recognition
• Pull in 3rd-party recordings
• Improve signal value over time with adaptive transcription models
• Innovate responsibly with automatic PII redaction to safeguard your customers' sensitive data
• Receive support in a variety of languages, including English, German, French, Italian, Spanish, Portuguese, Dutch, Norwegian, Polish, Swedish, and Danish

Unlock insights with AI-powered language operators

• Analyze calls to identify key words and phrases
• Convert unstructured call data into actionable, structured data insights
• Customize machine learning models for your use cases to optimize your process
• Uncover new insights as machine learning models adapt
• Quickly identify crucial call details with AI-generated call summaries
• Measure customer sentiment (positive, negative, neutral, or mixed) to assess opinions, satisfaction, and emotional responses
• Extract names, locations, events, and other important information with entity recognition

Integrate the data you need with the systems you already have

• Search and share data insights in your software with an embeddable view 
• Connect the data you need with your existing systems or integrate with Flex using the Voice Intelligence plugin to accelerate ROI

Use webhooks to consume operator results

• Segment profile enrichment based on classification and spot operators around themes and products the customer is calling about
• Call summarizations can be sent via API to customer profiles for contextual reference
• Automate follow-up flows via text, email, or call based on customer interaction points
• Enrich Virtual Agent interactions through key phrases, products, or services relevant to each customer’s inquiries