BigCommerce helps growing businesses, enterprise brands, and everything in-between sell more online.

What is voice intelligence?

Communications for ecommerce and other businesses has been undergoing constant and transformative technological change for a while now. Tech solutions have presented themselves as viable and effective answers to business challenges. 

With technology, communication between businesses and customers, and within the organizations themselves, has improved tremendously. And voice intelligence has recently started to make its contribution to these improvements. Read on to learn about this amazing and worthwhile tech tool. 

What is Voice Intelligence?

Voice intelligence is the use of artificial intelligence (AI), in the shape of machine learning, natural language processing (NLP), and real-time speech recognition to analyze calls, visual voicemail, and digital conversations. 

1. Artificial intelligence & machine learning.

The machine learning built into some voice intelligence platforms means that the system is essentially self-improving. 

With more data from your organization’s calls, your voice intelligence system learns more, and enhances its processing capabilities. Accuracy and conversation processing improves and becomes more nuanced as time goes on. 

2. Natural language processing.

Natural language processing allows a voice intelligence tool to take in the conversations you’re engaging in, in real-time, and process them accurately. 

The outcome is accurate, nuanced, verbatim transcription that is easy to read and comprehend.

3. Speech recognition.

Voice recognition identifies distinct voices from one another. Voice intelligence platforms need this technology to distinguish speakers in a conversation so that it transcribes accurate data in a dialog format.

What Are The Benefits of Voice Intelligence?

Voice intelligence enables businesses to record or capture—and learn from—calls, delivering a variety of different benefits: 

  • Assists with sales by helping sales assistants pinpoint deals they may be in danger of losing. 

  • Frees up sales assistants’ time to contact prospects and leads by automating simple but time-consuming tasks like note-taking. 

  • Provides sales assistants with access to real-time customer insights so they can understand customer needs and preferences better.

  • Enables better customer service provision.

  • Customer insights and data contribute to the improvement of your products as you can note your product flaws.

  • You can also access competitive insights in real-time, keeping you up to date with customer trends and needs. 

  • Helps you find out what works and what doesn’t work for your customers. 

  • With voice intelligence built into conference calls, too, your business team can focus and contribute better to the meeting instead of worrying about note-taking. 

  • Betters productivity and employee operations. 

How to Use Voice Intelligence For Your Business

There are various ways that you can use voice intelligence to improve your business’ functionality, your internal communications, and your customer service provision. 

These are some of the ways that you could use voice intelligence for your business:

1. Live transcription.

A live transcript presents a full scope of any conversation in real-time. This allows sales assistants and customer support agents to scan over the conversation while still on the phone. 

That way, they can retouch on any points they may have missed previously. The live subscription also has an easy-to-read structure that makes it simple to follow the conversation flow. 

2. Note important details.

It can be difficult and distracting to track notes while you’re on the phone. Yet, it can also be hard to remember every important detail of a call if you don’t have any notes at all. 

The best voice intelligence tools have built in features to help you note important details. 

For instance, a feature may allow you to highlight key points during the conversation so you don’t have to take any notes. You can mark and save important clips for review later. 

Another example would be a function enabling you to create to-do lists or task lists during the conversation. Voice Intelligence detects these tasks automatically and displays them to you at the end, giving you a scope of what you need to do going forward. 

3. Post-call summaries.

Voice intelligence tools can also combine the results of the above features into a call summary that makes it easy for you to identify key points and takeaways. 

4. Better supervision.

Managers or call center supervisors can monitor ongoing call transcripts and decide whether they want to intervene and assist agents and colleagues or not. They can also use call disposition features for better service provision. 


Communication is a vital component of running an ecommerce or any other business. With voice intelligence, you can improve your communication significantly, in a manner that enhances your service provision and customer support. 

Using voice intelligence also eases the work and demands on your employees so they can really focus on the tasks that matter. 

Utilize voice intelligence for call center optimization, customer insights, product improvement, and high business productivity. If you ever thought there was any reason to be scared of intelligent technology solutions, you can see now just how harmful it is to do business without them!

BigCommerce helps growing businesses, enterprise brands, and everything in-between sell more online.

Start growing your ecommerce business even faster.

High-volume or established business? Request a demo