Demonstrating continued rapid innovation, latest releases allow businesses to identify leads that convert and optimize call handling
Today at HubSpot’s sales and marketing conference, INBOUND, CallRail, the AI-powered lead intelligence platform, announced three new cutting-edge capabilities from its innovation program, CallRail Labs.
“We often talk about the goldmine of insights trapped in customer calls, and now, we’ve taken another step in surfacing key call insights and recommended actions at a glance,” said Sean McCrohan, Vice President of Technology and leader of CallRail Labs. “The capabilities we’re announcing today demonstrate our pragmatic stance on AI, which is to glean data that drives profitable action for our customers. With these new releases, businesses can identify their best leads, faster, and improve how their front line teams handle each call, ultimately improving conversion rates.”
New CallRail Labs capabilities:
- AI-powered call coaching identifies where agents performed well, where they could improve and, most importantly, delivers specific actionable recommendations to do better. This lifts the training burden off of business owners and ensures unbiased, timely feedback is given to agents to improve performance.
- AI identification of successful appointments scheduled empowers business owners to instantly pinpoint the calls that are most likely to generate revenue and understand what activities attract the best leads.
- AI identification of new or existing customers allow businesses to understand which marketing campaigns are generating truly new business and which drive repeat business, without the need to listen to the call or read a transcript. Knowing which campaigns are driving new customers to your business versus which are growing loyalty and revenue from existing customers allows businesses to improve audience segmentation and ultimately campaign performance.
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“Our goal as we continue to innovate new capabilities is to ensure we’re using AI to surface practical insights that save time and drive action,” said Ryan Johnson, CallRail’s Chief Product Officer. “These new features use AI to analyze speech patterns, empowering business leaders to determine – in a matter of seconds, without listening to calls – if frontline teams are driving the right call outcomes and give timely feedback to improve call handling.”
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CallRail Labs is the first of its kind rapid innovation program in the call analytics space. Currently, CallRail Labs capabilities are exclusively available to customers with Premium Conversation Intelligence™, inviting them to influence the company’s use of voice AI via early access to the newest features. Today’s announcement marks four new capabilities released by CallRail Labs in a span of six weeks. CallRail’s Conversation Intelligence® continues to increase reliability and accuracy, now boasting a large language model based on more than 1.1M hours of voice data.
