Conversational Insights is available in two editions designed to meet your needs: Standard and Enterprise.
Pricing is based on how you interact with your customers:
- Chat conversations are billed per message. A message is a single request (typically, an utterance) either from a user or an agent.
- Voice conversations are billed per minute.
Standard edition
The standard edition provides a powerful suite of tools to analyze your customer conversations.
Features include:
- LLM-based sentiment analysis
- Conversation highlights
- Automated summarization
- Post-call transcription
Enterprise edition
The enterprise edition includes everything in the standard edition, plus advanced Quality AI features. With Quality AI, you can automatically evaluate conversations against your performance scorecards, using up to 50 questions per conversation.
The 50-question limit is flexible. For example, you could use one scorecard with 50 questions or 50 different scorecards with one question each on a single conversation. If a quality evaluation requires more than 50 questions for a conversation, an additional charge applies.
Quality AI: Standalone subscription
Conversational Insights also offers a standalone Quality AI subscription for teams that only need automated evaluation tools.
Each agent license provides the following functions.
- Evaluation of up to 2,000 conversations per month per agent, regardless of the channel.
- Analysis of up to 50 questions per conversation.
Choose one of the following models that fits your team's structure.
- Named Agent Model: $50 per agent, per month. A license is assigned to a specific agent, ideal for full time staff.
- Concurrent Agent Model: $60 per agent, per month. Allows a set number of agents to be logged in at the same time, perfect for teams with multiple shifts.
Conversational agents and Agent Assist customers
If you already use our Conversational agents or Agent Assist products, you get a package of the followingConversational Insights features included with your existing plan.
- Standard edition features for your first 5,000 conversations per year.
- A complimentary trial of Quality AI, for scorecards with up to 5 questions for those 5,000 conversations.
Pricing table
The following table lists the prices for voice and chat analyses and a Quality AI standalone subscription.
| Feature | Cost |
|---|---|
| Standard Insights chat analysis | $0.0015 per message |
| Enterprise Insights chat analysis | $0.0025 per message |
| Standard Insights voice analysis | $0.015 per minute |
| Enterprise Insights voice analysis | $0.025 per minute |
| Quality AI: Agent subscription (named user) | $50 per agent per month |