Stop me if you’ve heard this one before: ‘Data is vital’
What about, ‘data is the backbone of our platform’? Or maybe, ‘without data we can’t function properly’?
In an AI-powered world, now more than ever, contact centers understand how valuable quality customer data is.
Yet, despite the general consensus within the space about the importance of data, millions of customer conversations are still being recorded, archived, and promptly forgotten about.
Whether the data has been buried on FTP servers or is inaccessible and unused, it has long been a wasted opportunity.
For Jesper Jønsson, Director of Product for AI at Puzzel, it felt like an opportunity that his company shouldn’t miss, as he explains:
“We saw a chance to help organizations dive into that goldmine of data they’ve just been sitting on, and finally do something with it.”
Puzzel helps unlock that data goldmine for its customers with its Conversational Intelligence (CI) solution, which is turning that forgotten data into something meaningful.
More than just an innovative dashboard, CI gives teams the tools to understand their conversations in real time and act on them.
“Before, you’d pay a consultant to give you a snapshot of insights, but by the time you got it, it was obsolete,” Jønsson says.
“CI gives you the same value immediately, without the wait.”
The Rise of Conversational Intelligence in CX
The contact center has evolved dramatically in recent times.
AI, automation, and analytics are no longer buzzwords; they’re now core infrastructure.
But while many platforms have tacked on intelligence features as extras, Puzzel has taken a different route.
“AI-first is a key part of our strategy,” Jønsson explains.
“Conversational Intelligence plays a massive role in how we move forward, both for automation and for surfacing the insights needed to do it right.”
The platform is built to bridge the gap between what’s happening in conversations and how organizations respond.
Crucially, Jønsson emphasized that the solution delivers insight with purpose, not just more data.
What Is CI and Why Now?
At its heart, CI simplifies the complexity of conversation data.
Every call or chat is automatically analyzed, summarized, and tagged with a key topic and sub-topic, with no manual input needed.
Jønsson explains how users “get a clean summary out of the box, plus the ability to customize it based on their business needs.
“That could mean feeding it directly into their CRM via API, for example.”
But it’s the usability that really matters.
Teams no longer need to run complex queries or listen back to hours of calls. Instead, they can ask natural-language questions right inside the platform and pull relevant insights in seconds.
“That shift is huge,” Jønsson adds.
“It means anyone, not just analysts, can explore what’s really going on in the contact center.”
Under the Hood: What You See (and What You Get)
The first thing users see when logging into CI is a four-lens snapshot of their world:
- Top Changes: What’s shifted in customer behavior over the past 30 days?
- Top Drivers: What topics are generating the most conversations?
- Top Time Consumers: Where are calls running long, and why?
- Repeat Contacts: Who’s calling back, and about what?
Each lens comes with AI-generated suggestions for reducing call time, improving resolution, or tightening up processes.
In contextualizing the technology, Jønsson said:
“Let’s say an agent regularly goes over time on a specific topic. You can pinpoint that immediately and target coaching where it’s needed.”
On the compliance side, Puzzel’s agent-only recording means that even in cases where customer consent isn’t given, businesses can still capture valuable QA data.
“That gives you 100% call coverage,” Jønsson explains. “Which, in highly regulated environments, is a game-changer.”
Coaching, QA, and the Push for Progress
In addition to the features discussed above, agents get their own personalized space in CI: a My Page view with tailored feedback and AI coaching suggestions.
“It’s private, specific, and aligned with what the business wants them to focus on,” Jønsson explains.
“They see how they’re scoring and where they can improve – on their own terms.”
For managers, CI helps reduce the time spent sitting next to agents and hoping for a useful call to arise.
Instead, they can jump straight to the conversations that matter and use manual scoring only when it’s worthwhile, as Jønsson explains:
“You can go from two hours of live monitoring to ten minutes of insight. It’s more honest and way more efficient.”
What Makes Puzzel’s CI Different?
Plenty of platforms now claim to offer conversation analytics. So, what sets this one apart?
First, it’s natively integrated with the wider Puzzel CX ecosystem, which means no patchy workarounds are required.
Second, it’s built for flexibility, with AI models tuned for multiple languages and best-in-class global support.
Third, and perhaps most importantly, the team behind it is honest about what it takes to see results.
“We tell customers: this isn’t a magic tool. You still need to act on the insights,” Jønsson says.
“If you’re just looking for a flashy interface, this isn’t for you.”
That honesty runs deeper than lip service.
Puzzel’s team works closely with customers to help guide strategy, embed usage, and define what success looks like, whether that’s reducing handle time, improving customer outcomes, or increasing opt-ins during calls.
According to Jønsson, in order to truly reap the benefits, users “need to be prepared to convert insights into action.
“We’ll help you get there, but it has to be a partnership.”
Beyond the Dashboard: What Comes Next?
For Puzzel, Conversational Intelligence isn’t just a feature; it’s a stepping stone to a smarter, more autonomous contact center.
“As you automate more, you give up control,” Jønsson notes.
“CI helps bring some of that control back by letting you apply the same quality standards to virtual agents as you do to your people.”
As he sees it, the future is about closing the loop: automating responses, coaching agents and bots alike, and even generating the first drafts of help articles using real agent answers as source material.
As Jønsson says: “It’s not just analytics, it’s acceleration.”
Visit Puzzel’s website today to learn more about its CI platform and full suite of solutions.
You can also gain additional insights into unlocking real contact center value by reading this article and watching this exclusive interview with Jesper Jønsson.
