CONVERSATIONAL INTELLIGENCE
Your team talks to customers, partners and each other every day. Those conversations contain the insights your business needs to grow, improve and stay ahead. Conversational intelligence captures, analyses and structures every conversation so nothing gets lost and everything gets acted on.
Every meeting, phone call and account review contains signals that matter. Customer concerns that hint at churn. Opportunities for new services. Commitments that need following up. Patterns that reveal how your business actually operates versus how you think it operates.
The problem is that almost none of this gets captured in a useful way. Someone takes notes, maybe. A few action items get written down, most do not. The full picture of what was discussed, what was agreed to and what needs to happen next lives in people’s heads until it fades.
Conversational intelligence changes this completely. By recording, transcribing and analysing your business conversations with AI, every interaction becomes structured, searchable data. Not a recording sitting in a folder that nobody will ever listen to again, but genuine intelligence that the right people can see, understand and act on.
This is not about surveillance or monitoring. It is about making sure that the work your team is already doing in conversations actually translates into outcomes. When your account manager meets with a client and identifies three things that need to happen, those three things should be tracked, assigned and followed through. Not forgotten by the time they get back to their desk.
From conversation to action in four steps. The entire pipeline is automated, built on the Microsoft tools your business already uses.
Meetings, calls and account reviews are recorded using tools like Plaud, Microsoft Teams or your existing phone system. No extra effort from your team. They just have their conversations as normal.
Recordings are automatically transcribed and stored securely in SharePoint. This happens in the background without anyone needing to trigger it. By the time the meeting ends, the transcript is already being processed.
Azure OpenAI processes every transcript against your custom scoring rubric. It identifies action items, opportunities, red flags, operational improvements and customer sentiment. This is not generic keyword matching. It understands the context of your conversations.
Results are structured into SharePoint lists, scoring pages and email notifications. Action items flow into Microsoft To-Do with assigned owners. Your service team, sales team and leadership all get the intelligence they need, in the format they need it, without asking for it.
Ready to see the pipeline in action?
AI does not just transcribe. It reads every conversation for the signals that matter to your business, structured around the rubric you define.
Every conversation is scored against criteria that matter to your business. Whether that is BANT for sales, compliance checks for regulated industries, or service quality markers, the rubric is yours to define. You see at a glance how each interaction measured up.
AI extracts every commitment, follow-up and task from your conversations and creates structured action items. These flow directly into Microsoft To-Do with assigned owners and due dates. Nothing gets forgotten. Nothing falls through the cracks.
The system flags concerns, risks and warning signs from customer conversations automatically. A customer expressing frustration, a competitor being mentioned, a deadline at risk. These are surfaced immediately so you can respond before they become problems.
Conversations reveal needs that customers do not always explicitly ask for. The AI identifies opportunities for new services, upsells and solutions based on what is actually discussed in meetings. Your sales team gets qualified leads from conversations your account managers are already having.
When a customer mentions a process that is not working or a recurring frustration, the system captures it as an operational improvement item. When your team later follows up with that customer, they already know the context and can address the root cause, not just the symptom.
Everyone who interacts with a customer gets the full picture. When your team picks up a new request, they can see what was discussed in the last account management meeting. When a new team member takes over an account, they have structured records of every previous interaction, not just whatever the last person remembered to write down.
Conversational intelligence is not just a sales tool. It transforms how your whole organisation captures, shares and acts on information.
Start with a 90-minute workshop. Walk away with a clear plan.
We are not reselling someone else’s platform. GCIT designed, built and runs its own conversational intelligence system. We use it every day across our sales meetings, account management reviews and internal planning sessions. We built it because we needed it, and we refined it because it works.
The system is built entirely on the Microsoft stack. Azure OpenAI for analysis. SharePoint for structured data storage. Power Automate for workflows. Microsoft To-Do for task management. Copilot Studio agents for AI-powered queries. This means it integrates directly into the tools your business probably already pays for.
Enterprise platforms like Gong and CallMiner are built for large sales teams and cost six figures a year. They are powerful tools, but they are not built for a 20-person business on the Gold Coast. We bring the same intelligence to small and mid-sized businesses using infrastructure you already have, at a price that makes sense.
Every deployment starts with understanding what you want to learn from your conversations. Your rubric, your priorities, your team structure. There is no one-size-fits-all scorecard. The system is configured around how your business actually operates.
Many businesses already record meetings. But a recording sitting in a folder is not intelligence. The difference is what happens after the recording ends.
Your team’s conversations are already happening. They contain intelligence about your customers, your operations and your market. Right now, most of that intelligence is invisible. Conversational intelligence makes it visible, structured and available to the people who need it.
Instead of waiting for problems to surface as complaints or lost customers, you catch the signals early. A pattern of frustration across multiple accounts. A recurring request that points to a new service opportunity. Issues your team sees coming before they arrive.
When one person holds all the context about a customer relationship, that is a single point of failure. Conversational intelligence makes institutional memory a system, not a person. New team members get up to speed instantly. Departing team members do not take the context with them.
How well did that sales meeting go? Did the account manager cover the key topics? Is this customer trending towards churn or growth? Without conversational intelligence, you guess. With it, you measure against your own defined criteria, consistently, across every interaction.
Any recorded conversation. Sales meetings, account management reviews, internal planning sessions, phone calls, video meetings. If it can be recorded and transcribed, it can be analysed. The system supports recordings from Plaud, Microsoft Teams, phone systems and other sources.
A rubric is the scoring framework that defines what matters in your conversations. For a sales team, it might be BANT (Budget, Authority, Need, Timeline). For a service business, it might include customer satisfaction signals, compliance topics covered, or technical requirements discussed. We work with you to define the rubric during the workshop phase, and it can be refined over time as you learn what insights are most valuable.
The system includes governance controls from the ground up. Leadership recordings can go through an approval process before being shared with the broader team. Role-based access controls determine who sees what. All data is stored in your own SharePoint environment, not in a third-party platform. GCIT is ISO 27001 certified and we apply the same data handling standards to your conversational intelligence setup.
The system is built on the Microsoft stack you likely already use. SharePoint, Azure, Power Automate and Microsoft To-Do. For recording, you may need a device like Plaud for in-person meetings, or you can use Teams meeting recordings. The analysis pipeline runs on Azure OpenAI. We assess your current environment during the workshop and recommend only what is needed.
After the initial workshop where we define your rubric and requirements, the technical deployment typically takes a few weeks. This includes configuring the pipeline, setting up SharePoint lists and pages, testing with sample recordings, and training your team. You start seeing results from your first processed recordings.
Platforms like Gong are built for large enterprise sales teams with dedicated revenue operations staff. They are excellent tools, but they cost six figures annually and are designed for a different scale of business. GCIT’s conversational intelligence is built on the Microsoft stack, designed for small to mid-sized businesses, and integrates with the tools you already have. The intelligence is the same. The accessibility and cost structure are built for your size of business.
The workshop is where we explore what your business needs from its conversations. We look at your current meeting structures, recording capabilities, team workflows and business goals. From there, we define your custom rubric and map out how conversational intelligence fits into your operations.
No sales pitch. Just an honest look at whether this is right for your business and what it would involve.
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