Intelligence

Know Your Customers Better With Every Conversation.

Intelligence builds a structured, lasting profile from what customers actually tell you.

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Agent building customer understanding during a conversation

Trusted by teams at

Built only from what customers actually say. Nothing inferred, nothing guessed.

Other "insight" tools guess intent from vague signals. Intelligence does the opposite: it records a fact only when a customer says it outright, with a timestamp and a link back to the conversation it came from.

A fact is stored only when the customer explicitly states it, no inferred guesswork
Hypotheticals, third-party statements, sarcasm and ambiguity are rejected by rule
Every fact carries a timestamp, source channel and a link to the originating interaction
Values normalised on capture, dates, budget ranges, product and competitor names

Customer service team handling conversations

A complete picture of every customer, built over time.

Every analysed call, email and chat enriches the profile. New facts supersede old ones without deleting history, and identity resolution ties each interaction to the right person, never merging on a name alone.

Current state and preserved history kept distinct, new facts supersede, never silently delete
Profiles grow richer with every call, email and live chat
Linking hierarchy: CRM ID → verified email → verified phone → booking or order reference
Low-confidence matches held for review, no merging on a similar name alone

Manager reviewing customer profiles over time

Spot the opportunities, and put them where your teams already work.

Customers reveal budgets, objections and buying signals in almost every conversation. Intelligence captures them as structured fields, hands agents instant context, and syncs approved fields straight to your CRM.

Budget ranges, competitor mentions, objections and timing cues captured as structured fields
A narrative profile summary gives agents instant context before every conversation
Approved fields sync to your CRM, preferred channel, declared interests, loyalty status, budget range
Aggregate reporting on demand patterns, blockers and attribution across your whole customer base

Teams working with customer context where they already work

How it works

A governed memory system, not a notes field.

Intelligence is a capture system with rules: what may be stored, when a fact is valid, how a profile changes, who can see what, and what leaves the building. Here is the machinery.

Your fields, your labels, your taxonomy, not a one-size-fits-all schema.

Profiles span nine domains, from demographics to status and risk. The framework is blank by default, you switch on only what your business needs and name fields in your own language. Every fact lives as a structured field and a plain-language narrative.

Nine profile domains, activate only what your business needs
Field labels and value options defined in your language
Every profile available as structured fields and a plain-language narrative
A travel firm captures destinations and seasonality; an insurer captures disclosures and blockers

High-confidence facts only, trustworthiness over aggressive recall.

A fact is written only when five conditions hold, attributable, explicit, in your taxonomy, high-confidence and policy-permitted. Hypotheticals and third-party mentions are ignored. When anything is uncertain, the default is simple: do not write.

Five conditions checked before any fact is stored
Hypotheticals and third-party statements never captured
Explicit negation updates current state, "no pets now" is itself a fact
Default under uncertainty: do not write

The profile remembers what is true now and what used to be true.

Each field keeps its current state separate from its history. New facts supersede old ones, which are preserved with their own timestamp and source. Weak contradictions never overwrite strong values, and traits change only on repeated evidence.

Superseded values preserved in history with timestamp and source
Multi-value fields append where both values remain true
Weak contradictions never overwrite strong current values
Behavioural traits require repeated evidence, not a single bad day

Memory only works if it belongs to the right customer.

Every interaction is matched to a profile by the strongest verified identifier, CRM ID first, then verified email or phone, then a booking or order reference. Low-confidence matches are held for review, because a false merge is worse than a missed one.

Linking hierarchy: CRM/account ID → verified email → verified phone → transaction reference
Similar names alone never trigger a merge
Low-confidence data held for manual review or deferred linkage
Every linked fact traceable to its originating interaction

Policy-driven by design, not universally permissive.

Access is role-based, and sensitive domains carry field-level controls on top. You decide per field whether it is captured, who sees it, and whether it may leave the system. Full provenance on every fact keeps decisions and sync events auditable.

Role-based access with field-level visibility controls
Sensitive domains can be disabled entirely or restricted to named roles
Per-field policy flags: internal-only, reportable, CRM-sync or excluded
Full provenance on every fact for audit

Enrich the CRM record without flattening the nuance.

Only fields approved for external use are synced, things like preferred channel, declared interests and budget range. Sensitive notes stay internal. The result is a CRM that finally holds what customers told you, kept current conversation by conversation.

Sync only fields approved for external use
Typical candidates: preferred channel, declared interests, loyalty status, budget range
Sensitive and internal-only fields never leave the system
Deliberate field mapping, no flattening history into misleading values

100%

of interactions analysed

Every call, email and chat your teams handle, not a sample of one or two calls per agent per month.

55%

of supervisor hours saved per week

Automated call analysis removes the downloading, listening and manual scoring.

85%

improvement in quality call scores

Measured post-coaching, across the agent population, not just low performers.

300+

team members on the platform

At a single client network, across contact centres, customer service, tour operations and L&D.

See customer stories

Sense

AI scoring, compliance and coaching across 100% of your customer interactions. Sense analyses every conversation first, Intelligence turns those analysed interactions into lasting customer memory.

Measure QA Compliance Coaching

Knowledge

A private, governed knowledge base that gives every team the same trusted answer. Knowledge holds what your business knows; Intelligence holds what your customers have told you, together, every conversation is informed on both sides.

Business brain One source of truth

AI Agents

Configurable, goal-driven AI agents that handle conversations and deliver outcomes. With profile context from Intelligence, automated conversations open with the same customer understanding your best people have.

Act Voice Chat Outcomes

From a Sense case study

"It doesn't matter how big or small the team is, it still works for you."

Sukie Rapal

Head of Digital Sales, Hays Travel

See Customer Stories

Frequently asked questions

Have more questions?

Tell us which fields matter to your business and we'll show you how a profile is configured, captured and governed.

Contact Us

How Intelligence captures, governs and shares customer knowledge.

A fact is written only when the customer explicitly discloses it and the evidence is high-confidence: attributable to the customer, unambiguous, matching a field in your configured taxonomy, and permitted by your policy settings. Hypothetical, third-party, sarcastic or vague statements are rejected by rule. Every stored fact carries a timestamp, its source channel and a reference to the originating interaction, so you can always trace where a fact came from.

Sensitive domains are governed at field level. Each deployment decides whether such fields are captured at all, who can see them, and whether they may ever leave the system. Some businesses disable them entirely; others capture them with visibility restricted to named roles. Every field carries a policy flag, internal-only, reportable, CRM-sync or excluded, and access is role-based throughout.

Those obligations are yours, and Intelligence is built so you can meet them in your environment: capture is limited to what customers explicitly disclose, every fact carries provenance for audit, fields can be disabled or restricted per policy, and you control what is reportable and what syncs externally. Configuration is per deployment, so your data policy, not a default schema, decides what is stored.

Yes. Fields approved for external use sync to your CRM, typically preferred contact channel and window, declared interests, loyalty status, latest budget range and current product interest, keeping records current automatically, conversation by conversation. Platforms such as HubSpot, Zoho and Pipedrive are supported, and field mappings are deliberate so nuanced history is never flattened into a misleading single value.

No. Intelligence works on interactions analysed by Sense, so the two operate together, Sense understands the conversation, Intelligence understands the customer. Knowledge and AI Agents are separate, complete products: they become more powerful connected (AI Agents open conversations with profile context, for example), but there is no requirement to take all four.

Calls, emails and live chat today, any interaction type Sense can analyse becomes a source of customer knowledge, and coverage extends as supported interaction types grow. Whatever the channel, the same capture rules apply: explicit disclosure only, high confidence, full provenance.

Intelligence

See what your conversations already know about your customers.

A 30-minute walkthrough with a specialist, shaped around your sector and use case, watch a profile build from a real conversation. No commitment, no pricing pressure.

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