Markets are conversations. This line from the book The Cluetrain Manifesto very simply explains the concept of markets through the power of conversations.
For thousands of years, we knew exactly what markets were: conversations between people who sought out others who shared the same interests. Buyers had as much to say as sellers. They spoke directly to each other without the filter of media, the artifice of positioning statements, the arrogance of advertising, or the shading of public relations.
We are building Scoop with the belief that conversational intelligence is increasingly becoming a key enabler of content and commerce in the digital age.
Customer conversations are a rich source of valuable information which generally lies untapped. With the growth in digital channels like chat, voice and video, many of these conversations are recorded and accessible. These digital customer conversations can be transcribed, indexed for search and mined by ML algorithms to uncover insights.
Conversations between customers and reps can be analysed for words spoken or skipped, undesired words or silence, engagement level, sentiment or interest shown and other such defining elements. The spoken word reveals intent and also indicates the gaps or strengths of a rep. By analysing conversations a personalised coaching plan can be built and shared with each rep.