Conversation intelligence refers to a person’s aptitude to assess the direction and outcome of a given conversation. In a sales organization, sales agents have a crucial role in being the direct representative of the company to the potential customer. They must be able to “read” the situation by understanding the prospective customer’s pain points, answering questions related to the product, handling objections and challenges, and more. Sales agents can improve their conversation intelligence if they have access to call recordings, call transcriptions, and call scoring. This would give agents the ability to playback previous calls and identify the positive and negatives of a given call, thus empowering them to qualify leads more efficiently and purposefully.