Tollring unveils AI tools for customer conversation analysis
Tollring has introduced two artificial intelligence features for its conversation analytics and recording products, aimed at analysing recorded customer conversations at scale.
The new tools, CIQpilot and Auto QA, are designed to help businesses review interactions using natural language queries and automated quality checks. They are intended for organisations of different sizes, with a focus on insight, compliance and customer experience.
CIQpilot gives managers a conversational interface for exploring recorded communications data. Users can ask questions in natural language, follow up with more detailed queries, and trace patterns in customer interactions through examples from recorded conversations.
The feature is designed to move analysis beyond basic summaries of what was said. Instead, it helps users examine why interactions unfolded in a particular way and identify trends in customer behaviour and service delivery.
Auto QA focuses on automated quality assurance across recorded conversations. Tollring says the tool can evaluate every conversation automatically and achieves more than 90% accuracy, compared with an 88% benchmark for manual human review.
Manual quality assurance is limited because teams can usually review only a small sample of calls, the company said. It added that some automated systems restrict the number of evaluation criteria, questions or scorecards that can be used, while its own tool has been built to assess each interaction in full against specific business outcomes.
AI rollout
The launch reflects growing demand for software that can process large volumes of communications data without relying solely on human reviewers. Businesses in regulated sectors and customer-facing industries are increasingly looking for ways to monitor compliance, measure service quality and identify patterns in customer sentiment across large call volumes.
Tollring has recorded a 170% increase in adoption of AI-driven analytics over the past year, which it attributes to organisations seeking more effective ways to extract value from communications data.
The company develops cloud communications software and has offices in the UK, US, India and Australia. It sells directly and through channel partners to more than 22,000 businesses globally.
Tollring says its approach is based on a proprietary conversation intelligence engine rather than layering general-purpose AI tools onto older products. It argues this gives it greater control over model behaviour, accuracy and security in systems built to interpret customer interactions.
That position reflects a wider debate in the communications and software markets over whether specialist AI models can deliver more reliable results than broad consumer-facing systems adapted for business use. Providers in this sector are under pressure to show that automated assessments are accurate enough to support internal reviews, sales coaching and compliance monitoring.
Tony Martino, Chief Executive Officer of Tollring, said: "Our team is focused on delivering exciting AI innovations that are propelling our products into a class of their own and transforming how users learn from their customer conversations.
"Many of our customers are highly tuned, sales-driven organisations. They are now able to move beyond traditional scripts and scorecards to achieve consistent, secure and scalable insights that embed improvements into everyday work and drive measurable gains across sales performance, compliance and customer experience."