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Features > Conversation intelligence

More understanding from every conversation.

Help your team catch up, review the details, and identify opportunities to improve. Conversation summaries, transcripts, and searchable interaction data turn everyday exchanges into useful insight.

Illustrative conversation and concise summary, with original messages available for verification.

Conversation intelligence at a glance

Less reviewing. More understanding.

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Conversation summaries

Summarize a conversation to get up to speed without rereading every message.
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Conversation transcripts

Download a conversation transcript for a selected date range.
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Video transcripts

Bring completed video-call transcripts into the conversation record and subsequent summaries.
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Targeted search

Find conversations by category, segment, employee, team, or latest feedback score.
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Account-holder feedback

Consider account-holder feedback alongside the details of an interaction.
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Self-service insights

Explore question topics, response rates, and resources used in Lynq® AI interactions.

How conversation intelligence works

From an exchange to a clearer picture.

Explore individual interactions and use the available insights to understand where service can improve.
  1. Summarize a conversation to understand the discussion
  2. Review messages and available transcripts for the details
  3. Find relevant interactions using search and filters
  4. Use feedback and self-service insights to guide improvements
Illustrative original messages alongside their summary, showing how employees can verify conversation details.

Insight that supports your team

Understand the conversation. Improve what comes next.

For employees

Get up to speed with less rereading.

Use a conversation summary to orient yourself, then return to the messages or transcript when you need more detail.
Illustrative employee consulting a conversation summary and the original messages about savings information.

For service leaders

Find the conversations that matter.

Find relevant conversations, consider account-holder feedback, and use specific interactions to inform coaching and service improvements.
Illustrative service leader filtering conversations by team, employee, category, and feedback, without automated review or scoring.

For self-service teams

Learn from the questions people ask.

Review Lynq AI question topics and the resources used to answer them. Identify where content or guided self-service could better address account-holder needs.
Illustrative team discussing Lynq AI question topics, resources used, and engagement, without actual performance figures.

Insight in action

Put what you learn to work.

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Relationship continuity

Combine conversation understanding with customer context to support more informed follow-up.
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Better self-service

Use interaction insights and available intent recommendations to refine guided self-service.
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Stronger knowledge

Use the questions people ask to inform updates to your institution’s approved resources.

Built for financial institutions

Trust is part of the experience

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Details behind the summary

Return to the underlying conversation and available transcripts to verify important information.
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Configured access

Employee access to conversation information and feedback follows configured permissions.
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Human interpretation

Use summaries and insights to support professional judgment, not replace it.

Connected capabilities

Frequently asked questions

How is conversation intelligence different from customer context?
Customer context preserves relationship history and account-holder details over time. Conversation intelligence helps employees summarize, understand, and learn from interactions.
Do conversation summaries include video calls?

Once a completed video-call transcript is available, it is included when an employee selects “Summarize this conversation.” It also becomes part of the broader Conversation Transcript.

Can employees download a conversation transcript?
Yes. Employees can select a date range and download a Conversation Transcript as a text file from the conversation side panel.
What can we learn from AI self-service interactions?
Lynq AI analytics show question topics, resources used, response rates, and engagement. Intent recommendations can also help institutions identify gaps in guided self-service coverage.

Make every conversation more useful.

See how conversation intelligence helps your team understand interactions and turn what they learn into better service.

Talk with our team

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