How to Turn Every Conversation into a Business Signal

Every call in your contact center holds information you’re not using. Complaints, competitor mentions, missed sales opportunities, lost churn signals — it’s all there, buried in conversations no one has time to review. Many tools can detect topics on a call, but they don’t let you define what matters to your business. Xima AI Insights does.

Join Jon Florence, SVP of Product and Business Development, and Kelly Jaques, Director of Product, as they show how topic detection built around your business turns raw call data into insights your team can act on. You’ll see real use cases, from catching recurring complaints to spotting the moment a customer decides to walk away, and how those insights translate into coaching and smarter decisions across your contact center.

What you’ll hear:

• How topic detection works inside Xima AI Insights, and what it’s actually listening for across your calls
• Real use cases for catching recurring complaints, tracking competitor mentions, and surfacing the churn reasons that never make it into a ticket
• How Auto QA adds another layer, flagging downward scoring trends and quality issues that point to a bigger business problem, not just a missed step in the call
• How topic-level insights turn into action, from coaching conversations to product and process changes
• What’s next for AI in the contact center, and how to get ahead of it