Capture
Bring together recorded voice and digital interaction data from the contact centre or other supported sources.
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AI for CX · Customer insight
Understand what your customers are really telling you
Every call, chat and email contains signals about customer needs, broken journeys, emerging issues and business opportunities.
Conversational Intelligence uses AI to turn those interactions into insight your organisation can act on. Dashboards tell you what happened — customer conversations often tell you why.
The customer problem
You have the conversations. But do you understand them at scale?
Most organisations already collect large volumes of customer interactions. Yet management relies on disposition codes, surveys, complaints, manually selected calls and operational KPIs — all useful, but only a partial picture of what customers are actually saying.
Insight stays trapped in the interaction
Customers explain problems, expectations and frustrations every day — but most of that insight disappears when the call or chat ends.
Emerging issues are discovered too late
A new product, process or service problem may appear repeatedly in customer conversations long before it surfaces in traditional reporting.
Structured reporting misses the real reason for contact
Wrap-up codes and predefined categories simplify reporting but often fail to capture the customer's actual intent or the complexity behind it.
CX teams lack evidence for improvement decisions
Teams can see that a journey is underperforming but often struggle to connect operational metrics with the conversations that explain why.
What AI changes
Listen to every conversation, not just a sample
The objective is not another archive of transcripts. It is to turn unstructured customer language into structured insight that CX, operations and management teams can investigate and use.
Understand
Transcribe and structure interaction content, separating speakers and identifying language, topics, intents and relevant customer signals.
Discover
Identify recurring contact drivers, patterns, category changes and emerging themes across large interaction volumes.
Investigate
Let business teams explore the conversations behind the data, compare segments and test possible explanations for customer behaviour.
Act
Use insight to improve customer journeys, knowledge, automation, service processes and management priorities.
The objective is not more interaction data. It is earlier and better business decisions.
Key capabilities
Turn conversations into structured customer insight
Interaction ingestion & transcription
Analyse recorded interactions from Graia or supported third-party environments. Graia Scribe ingests recordings, separates speakers, transcribes content and translates where required.
Intent & contact-driver analysis
Understand why customers are contacting the organisation based on what they actually say — not only on agent-selected wrap-up codes or predefined categories.
Topic, pattern & trend discovery
Group interactions by theme, identify recurring issues and monitor how customer topics change over time — configurable categories and AI surface signals hard to find manually.
Configurable AI analysis & scoring
Use business-specific prompts and analysis criteria to examine interactions for customer, operational or quality signals — adapted to different use cases and business units.
Sentiment & experience signals
Identify signals such as frustration, uncertainty, urgency or recurring language patterns to help teams focus on interactions that may require attention.
Analytics & operational visibility
Structured results feed Power BI for trend and management analysis. Geomant Wallboard can optionally make selected indicators or alerts visible to frontline teams.
How it works
From customer interaction to business action
- 01
Connect
Bring together recorded customer interactions and digital interaction data from supported contact centre or third-party sources.
- 02
Understand
Graia Scribe transcribes, structures and analyses interaction content with configurable AI processing and business-defined criteria.
- 03
Discover
Topics, intents, categories, recurring contact drivers and emerging patterns surface across the interaction volume.
- 04
Investigate
CX, operations and management teams explore underlying conversations and compare trends, segments and business questions.
- 05
Improve
Insights feed customer journey changes, process improvement, knowledge updates, automation priorities and service decisions.
Business outcomes
Make customer conversations part of the decision process
Understand real reasons customers contact you
Discover customer intents and contact drivers from the language used in real interactions.
Detect emerging issues earlier
Spot recurring themes and changing interaction patterns before they become obvious in traditional reporting.
Identify avoidable contacts & broken journeys
Find where processes, information or digital journeys generate unnecessary customer effort.
Give CX teams evidence from real conversations
Support experience decisions with interaction-level evidence rather than only surveys and aggregate KPIs.
Prioritise improvement by customer impact
Focus investigation on the issues customers raise most often or the signals that matter most to the business.
Continuous business feedback loop
Create an ongoing loop between customer conversations, operational analytics and business improvement.
Interaction sources
- Voice recordings
- Chat transcripts
- Email interactions
- Graia platform
- 3rd-party contact centres
- Digital channels
Analytics stack
- Graia Scribe
- Power BI
- Geomant Wallboard
- Configurable AI
- Custom prompts
- Multi-language
Integrates with
- Genesys Cloud
- Avaya
- Cisco
- Microsoft Teams
- Buzzeasy CCaaS
- Power BI
- REST API
Why Geomant
Conversational Intelligence needs context, not just transcription
Many technologies transcribe a call. The hard part is understanding where the interaction came from, what journey it represents, what business process sits behind it and how the resulting insight can be turned into operational action.
Contact centre context
We understand interaction channels, routing, recordings, agent workflows and the operational data surrounding customer conversations.
AI interpretation
We apply configurable AI analysis to identify intents, themes, categories and business-relevant signals across interactions.
Enterprise analytics integration
We connect structured interaction insight with Power BI and reporting, with optional operational visibility through Geomant Wallboard.
From insight to CX action
We help organisations use interaction intelligence to improve journeys, knowledge, automation and service processes.
We don't analyse conversations to create another dashboard. We analyse them to understand what the business should improve.
Final step
What are your customer conversations trying to tell you?
Geomant can help you analyse existing voice and digital interactions to identify recurring customer needs, contact drivers, emerging issues and improvement opportunities.