Glossary

Conversation intelligence, in plain words.

Short, direct answers to the questions teams ask when they start reviewing every conversation — from automated QA to SOP adherence.

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QA coverage · 100 callsSame week

2%Manual sampling — 2 calls reviewed

100%OrySense — every call scored, 7 flagged

What is conversation intelligence?

Conversation intelligence is software that records, transcribes and analyses business conversations — sales calls, support calls, store visits and field pitches — to show what was said, how well it went and what to do next.

A conversation intelligence platform turns speech into text, identifies who spoke when, and then measures each conversation against what matters to the business: the pitch, the process, compliance and the customer’s reaction.

The result replaces guesswork and small samples with evidence from every conversation, used for coaching, quality assurance, compliance and product decisions.

What is an AI Manager?

An AI Manager is software that reviews every conversation a team has, scores it against the team’s playbook and turns the gaps into coaching and alerts — the work a human manager would do if they could listen to everything.

OrySense offers AI Managers for different jobs: Ory Pitch for sales conversations, Ory Care for customer service, Ory Guard for compliance, Ory Assist for live guidance and Ory Read for records and summaries.

What is automated call QA?

Automated call quality assurance (QA) uses AI to evaluate every recorded conversation against a scorecard, instead of a reviewer listening to a small sample by hand.

Manual QA teams typically review one or two conversations in a hundred. Automated QA scores all eligible conversations on the same criteria, so problems are found where they actually happen and agents are judged on all of their work.

What is call sampling in quality assurance?

Call sampling is the practice of reviewing a small, often random selection of conversations — usually 1–2% — and treating the result as representative of the whole team.

Sampling misses rare but serious events, such as a skipped disclosure or an escalation threat, and gives each agent a score based on a handful of calls. Full-coverage review removes that blind spot.

Related: Automated QA · Quality operations

What is conversation scoring?

Conversation scoring gives each conversation a consistent, comparable score based on defined criteria — such as greeting, discovery, product knowledge, objection handling, empathy and closing.

Because every conversation is scored the same way, scores can be compared across agents, stores, teams and time periods, and the lowest-scoring dimensions show exactly what to coach.

What is the ORY Score?

The ORY Score is OrySense’s single score from 0 to 1000 for every eligible conversation, combining conversation quality, product knowledge, empathy and pitch efficiency.

The score breaks down into dimensions, so a team can see not just how a conversation went but why — and which skills to work on first.

What is a Red SOS alert?

A Red SOS is an OrySense alert raised when a conversation breaches a critical standard operating procedure (SOP) — for example a missed mandatory disclosure — so it reaches the right person immediately.

Red SOS alerts turn compliance from an after-the-fact audit into a same-day response, with the exact moment in the conversation attached.

What is SOP adherence?

SOP adherence measures how closely a conversation follows the standard operating procedure the business has defined — the steps, statements and checks every customer interaction should include.

Tracking SOP adherence across all conversations shows which steps are skipped most often, by whom and where, so training and process fixes can be targeted.

What is conversation compliance monitoring?

Conversation compliance monitoring automatically checks customer conversations for required disclosures, prohibited statements and regulatory steps, and flags breaches for review.

It is used most in regulated industries such as banking, insurance and lending, where a single missed disclosure can create regulatory and reputational risk.

What is speech analytics?

Speech analytics is the analysis of recorded or live speech to extract words, topics, sentiment and patterns across large volumes of conversations.

Speech analytics is one of the building blocks of conversation intelligence; conversation intelligence adds scoring, coaching and workflows on top of the analysis.

What is speaker diarization?

Speaker diarization is the step in transcription that works out who spoke when, separating the agent’s words from the customer’s in a single recording.

Accurate diarization is what makes it possible to score the agent’s behaviour separately from the customer’s questions and objections.

What is sentiment analysis in customer conversations?

Sentiment analysis detects whether the customer’s tone and words are positive, neutral or negative over the course of a conversation.

Tracked across all conversations, sentiment shows which products, policies or moments frustrate customers — and which agents turn a difficult conversation around.

What is real-time agent assist?

Real-time agent assist gives a salesperson or agent prompts and answers while the conversation is still happening, instead of feedback after it ends.

Typical prompts include the next best question, a missed product benefit or a reminder of a required step.

Related: Real-time assist · Ory Assist

Keep exploring

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