Zoom has released a new conversational intelligence solution for sales teams: Zoom IQ for Sales.
The solution analyzes sales meetings and deals to provide actionable improvement opportunities and assess risks, enabling companies to bolster the performance of their sales teams.
Combining various machine learning and natural language processing algorithms to process post-meeting transcripts, the solution generates insights for sales reps and their managers.
Speaking exclusively with CX Today, Josh Dulberger, Head of Product, Data, and AI, at Zoom – shares more details, stating:
Zoom IQ for assesses customer reactions, selling skills, and possible pain points during the conversation. It also tracks the names of competitors that crop up on calls, which may highlight risks to potential deals. These may then be passed onto account executives for positive intervention.
Such a solution seems to have excellent potential in contact centers – a space Zoom entered in February 2022 - enabling a holistic view of an account from pre-sales to post-sales by assembling insights from the various conversations on Zoom meetings.
Indeed, the sector is reaping the benefits of recent advancements in conversational analytics– with companies such as Google releasing a variety of pre-trained AI models. Taking a similar approach, Zoom harnesses sophisticated consumer models of AI – like those embedded into smart devices such as Siri, Alexa, and Google Home – and applies them to a sales call.
As such, Dullberger believes the transcription services are better than many widely available on the market. He says:
Only now are these models becoming commonplace, with many companies already in the space building upon technologies developed in a previous generation of AI. Consequently, Zoom offers enriched capabilities to enhance sales calls in a meaningful way.
These transcripts then feed into neural networks to extract semantics from the sales conversation.
With such capabilities Zoom may soon enhance its CCaaS platform, drawing insights from customer service interactions.
