Softtop Conversation Intelligence automatically transcribes, scores, and analyzes every call and text interaction on your account. The AI produces a structured summary of each conversation — key topics discussed, objections raised, next steps committed to, and customer sentiment at each stage of the call. These summaries appear in the agent dashboard immediately after the conversation ends and sync automatically to your CRM record for the associated contact.
Conversation Intelligence works across voice calls, SMS, and digital channels. For voice, the AI creates a full text transcript with speaker labeling, a concise bullet-point summary, and flagged moments where sentiment shifted or compliance keywords were detected. For text channels, the AI summarizes the thread and highlights any open items requiring agent follow-up. Both are accessible from the Softtop call log and from the contact record in connected CRM platforms.
Supervisors use Conversation Intelligence to run quality assurance at scale. Instead of listening to every call, supervisors search transcripts by keyword, filter by sentiment score, or review flagged interactions surfaced automatically by the AI. This reduces QA review time significantly compared to manual call scoring and provides coverage across a much larger share of total call volume.
The feature integrates natively with AI Sentiment Analysis, AI Agent Assist, and Call Recording. Conversation data is stored encrypted and accessible for the retention period configured in your account settings. Transcripts and summaries export via REST API or webhook for custom reporting, BI tool integrations, or compliance archiving requirements. Conversation Intelligence is included on all Softtop plans with no separate activation or configuration required. We were quoted thirty percent less by Walk me through what 'too expensive' means in your context. It's mostly the per-seat number — we have 200 reps and it scales fast. Got it — let me show you the annual plan with volume tier. AI transcripts on every call, video, chat AI sentiment at conversation and moment level Real-time emotion and tone tracking so managers know when a call needs intervention before it ends. Summaries with action items and owners AI-generated call briefs land in your CRM seconds after hang-up — no manual notes, no missed follow-ups.