How Conversational Intelligence (CI) Improves Account Health

Want to improve your account health? Keeping customers happy and engaged is an excellent first step. 

But, if we’re being honest, keeping track of customer relationships with your brand—especially when you have thousands of interactions—isn’t exactly a walk in the park. Some issues may inadvertently slip through the cracks, causing customers to look elsewhere. 

That’s where conversational intelligence (CI) becomes so valuable. It leverages artificial intelligence (AI) to analyze customer conversations, giving you real-time insights into customer sentiment and satisfaction with your brand. 

Great businesses aren’t built on sales alone—they’re built on relationships. Spotting pain points helps you connect, solve problems, and earn trust. If that sounds like a win-win scenario, let’s look at how CI enhances account health efforts.

What Is Conversational Intelligence (CI)?

Conversational intelligence involves analyzing customer interactions with your business to assess engagement, intent, and sentiment. CI leverages technologies like machine learning (ML) and natural language processing (NLP) to assess customers’ language patterns, tones, and response dynamics, eliminating the need to manually sift through thousands of calls, chats, and emails. 

With research showing that a great customer experience (CX) can improve profit margins by 1% to 2%—a considerable amount for large businesses—you need every tool in your toolbox to better understand customers and their needs. 

That’s why it’s important to invest in the right conversational analytics software, one with powerful features that fuel a variety of use cases, such as:

• Automated summaries: Leverages conversational AI technology to highlight key takeaways from customer interactions—so you don’t have to do it manually 
• Transcription capabilities: Converts calls and other audio recordings into text for seamless AI-powered analysis
• Text analytics: Assesses unstructured conversational data and picks up on patterns to highlight common pain points and opportunities 
• Scoring capabilities: Analyzes customer support performance, highlighting strengths and areas for improvement 
• Omnichannel data integration: Monitors customer interactions across every touchpoint (social media, chatbots, messages, and phone calls) for a comprehensive view of customer engagement 

The Connection Between CI and Account Health

CI can significantly impact account health efforts for CX teams by offering valuable insights on how to improve interactions. Here’s a deeper look at how the two relate.

Capturing Customer Sentiment and Satisfaction Trends

CI assesses customer conversations across different mediums, analyzing everything from language to tone in order to detect when customers are happy, frustrated, or dissatisfied—even before their sentiment appears in survey results and support tickets. 

If your CX team notices sentiment and satisfaction are starting to dip, they can proactively engage at-risk customers before minor issues escalate and affect account health. 

Identifying Customer Pain Points and Opportunities for Expansion

CI picks up on commonalities, gathering data that can help you identify concerns, frustrations, and customer intent. 

Are a large swath of customers experiencing a common issue with your product or brand? What would they like you to do better? What do they say drives them toward completing purchases? 

These are all questions CI can answer, helping account managers determine what consumers value most. Identifying—and subsequently addressing—these pain points and opportunities can lead to higher engagement and satisfaction. 

Measuring Engagement Levels to Assess Account Health

While traditional static metrics like service renewals and the number of support requests submitted can offer some insight into account health, they may not provide the full picture. 

For example, service renewals may not always indicate customer happiness, as some customers may be renewing their subscriptions while actively looking for something better. (Hey, we’ve all done this at some point.)

CI goes the extra mile, tracking more reliable factors like response times, interaction frequency, and conversational sentiment. This allows customer success teams to segment accounts by engagement risk, promoting proactive intervention where warranted. 

If a once-active customer starts taking longer to engage with your team, or a once-positive customer begins to express frustration, you can categorize them as high-risk and amp up your engagement efforts to retain interest.  

Key Ways Conversational Intelligence Improves Account Health

It’s not feasible or practical for businesses to invest in every solution on the market, so if you’re wondering whether or not a conversation intelligence platform is worthwhile—we get it. If you still have hesitations about CI’s value, let’s dig deeper into the benefits as they relate to account health.

Enhancing Account Monitoring with Real-Time Analytics

With CI, gone are the days of relying on lagging indicators for decision-making. You can say goodbye to relying on periodic surveys, renewal rates, or gut feelings that never seem to improve customer retention. 

CI continually analyzes customer interactions with your brand across channels to assess sentiment and engagement, providing accurate, actionable insights into your account health. 

Detecting Early Signs of Churn and Dissatisfaction

While customer acquisition is an important investment, customer retention should be a priority. The cost of retaining existing customers is lower than that of acquiring new ones, and it’s also quicker to sell to existing customers.

CI helps nurture relationships with current customers by identifying and highlighting signals of frustration, such as drops in engagement and negative sentiment trends. This way, you can step in with proactive interventions to minimize churn risks and nip dissatisfaction in the bud. 

Automating and Refining Account Health Scoring Models

CI eliminates the need for manual account health tracking by dynamically updating scores based on real-time customer conversations. 

This promotes contact center optimization by easing the burden on your team and providing an evolving and more accurate picture of customer satisfaction. And a dynamic view of customer engagement and satisfaction helps your team prioritize high-risk accounts before it’s too late. 

Reducing Subjective Bias in Account Assessments

Human-based assessments are subjective. Where you see a happy and engaged customer, someone else may see a customer who’s about to jump ship. Unfortunately, relying on gut feelings and inconsistent account reviews could make it challenging to follow up with the right customers on time. 

CI eliminates bias by relying on actual data rather than personal opinions. This can make all the difference when trying to boost customer retention. 

Pearl-Plaza’s Smart Summaries solution, for example, analyzes conversations and provides data-driven, objective insights into account health. Using our AI-powered technology, contact centers can reduce average handle time (AHT) by 33% by eliminating time-consuming administrative tasks that human agents would typically do. 

Improving Customer Engagement and Personalization

The value of personalization is undeniable. Companies that offer personalized experiences are 71% more likely to register improved customer loyalty, and CI can help your success team personalize experiences by identifying customers’ preferences. 

It looks at changes in customer sentiment under different circumstances, highlighting what your audience values the most. This helps you make well-informed personalization decisions, potentially improving customer relationships by meeting customer needs as they emerge. 

Strengthen Your Account Health Strategy with Conversational Intelligence from Pearl-Plaza

As customer needs evolve and competition grows, it’s become increasingly important for brands to monitor their account health. CI helps by analyzing interactions across all business channels and providing real-time insights into customers’ sentiment and engagement. 

CI takes the guesswork out of account health management and helps customer success teams be more proactive, reducing churn and improving the customer experience. 

With Pearl-Plaza’s conversation analytics software, you get a holistic view of customer interactions across all touchpoints. Our conversation intelligence tools not only help you improve customer experiences by showing you what matters most, but also promote superior customer service by providing insights into agent performance for continual improvements. 

Get started with Pearl-Plaza today to improve your account health with actionable, data-driven insights!