What is conversation intelligence?

Why it matters

Most of what decides a deal is said out loud, on a video call or across a table, and most of it never reaches the CRM. A rep writes “good call, sending proposal” and the manager has no way to know that the buyer mentioned a competing quote, a budget freeze or a new person who signs off.

Conversation intelligence closes that gap. Every call becomes a transcript with speakers separated, and the analysis on top of it shows patterns no one can see from notes: who talks too much, which questions are never asked, where deals stall. Managers coach from evidence instead of from the one call they happened to join.

Example

A rep closes a discovery call with a logistics buyer and logs “strong interest”. The transcript tells a fuller story. At 14:32 the buyer says, “We would need this live before our new depot opens in March.” At 27:10 they add, “Finance will want to see the business case first.” Neither line made it into the notes.

Conversation intelligence surfaces both: a hard deadline and an approval step. The manager now knows the deal has a critical date and a finance gate, and can ask the rep who in finance has been contacted so far.

How Drummer handles it

Drummer captures every conversation: a meeting bot on Google Meet, Microsoft Teams, Zoom and Webex, a phone app for in-person meetings, dialer integrations and uploads. Transcripts come in more than 60 languages, including Dutch, French and German, processed in the EU.

On top of the transcript, Drummer scores each call against your own scorecard, with reasoning and a timestamp per criterion, and measures six conversation metrics against benchmarks for the call type. Managers leave comments pinned to the exact moment. See how it works on the coaching page, or ask questions across all your calls with Ask Drummer.