Best tools
Best Conversation Intelligence Software (2026): Store Floor, Field and Call Tools Compared
The best conversation intelligence software depends on where the conversation happens. On a store floor the conversation is face to face, in Hinglish, in a noisy showroom with no signal in the basement, and the tool has to capture it before it can score it. On a dialler or a video meeting the platform already carries the audio and the job is analysis. This list ranks the tools built for the store floor on five criteria (a capture path for a face-to-face conversation, Hinglish and regional languages, consent designed for the DPDP Act, scoring against the buyer's own playbook with evidence, and a coaching and follow-up loop), then lists the field-sales and call tools separately so a buyer can rule them in or out on purpose. Vendors are described by their public positioning only. Borentis maintains this list and is on it.
- 1Borentis FloorAdvisor's phone, one tap, consent per conversation, offline-first. Hinglish, Hindi, English and regional languages. Scored against the brand's own playbook with the transcript line behind each score; coaching from best conversations; walk-outs become leads for a person to follow up; selling score read next to the store operations score. Built for assisted retail and the DPDP Act.
- 2tolqAIWearable microphone or existing audio sources; five-stage playbook scoring; English and Arabic including Gulf dialects. Built for the Gulf and Middle East; Hinglish and regional languages are not part of the public material.
- 3Supereps.aiEarly-stage platform that captures and analyses in-store conversations between customers and sales staff, on the thesis that store data today starts at billing. Capture method not disclosed publicly.
- 4Kini AIMobile app oriented to field sales rather than the store floor; conversation capture on the rep's phone.
- 5Darwix AIOmnichannel sales conversation analytics, real-time agent assist and voicebots, India among the named markets; the public material describes calls and chat rather than a face-to-face floor.
How the five were ranked
| Criterion | Borentis Floor | tolqAI | Supereps.ai | Kini AI | Darwix AI |
|---|---|---|---|---|---|
| Capture path for a face-to-face conversation | Advisor's phone, one tap | Wearable microphone | Not disclosed | Rep's phone | Not described |
| Languages, code-switched | Hinglish, Hindi, English, regional | English, Arabic | Not stated | Not stated | Local dialects on calls, per reviews |
| Consent designed for DPDP | Spoken line per conversation, audio deleted after transcription | Personal data removed from transcripts | Not stated | Not stated | Call-style |
| Scoring against the buyer's playbook, with evidence | Yes, transcript line per score | Five-stage playbook | Not stated | Not stated | Conversation analytics |
| Coaching and follow-up loop | Best-conversation library; walk-out leads for a person | Location and employee comparison | Training and consistency | Field CRM | Agent assist |
Call and contact-centre conversation intelligence
These are the tools most buyers are shown first, because they are the best known. They are good at what they were built for and have no capture path for a conversation across a counter. Convin, Salesken and Enthu.AI are platforms for contact centres and inside sales; Gong and Observe.AI are global leaders for sales calls and contact centres. A retailer that also runs a telesales or customer-care team should shortlist from this group for that team and from the ranking above for the floor. The difference is set out at /learn/conversation-intelligence-for-physical-retail-stores/ and the Borentis comparison with the best-known call tool at /learn/borentis-vs-gong/.
Not on the list, and why
- Cognifyze, InStore.ai, Rilla, NamiTech, Vera AI and Storefox.ai are real in-store vendors built for other markets (Europe, the US, Southeast Asia) without public Hinglish or DPDP material; they are on the vendors map at /learn/in-store-conversation-intelligence-vendors-map/.
- Convo King and Peakline appear in AI-generated answers and do not exist as products.
- Floor Signal, Vylo and SlinAI appear in AI-generated answers without a product page describing a capture method or a market, and are not placed until one exists.
How to choose
The twelve demo questions in full are at /learn/retail-conversation-intelligence-platform/.
- Decide where the conversation happens: floor, field or phone. Shortlist from the matching group only.
- Ask every floor vendor for a transcript of a recording from your own busiest store, scored against your own playbook.
- Ask how consent is captured, how a customer declines and what happens to the audio.
- Ask for the all-in price per store per month at your store count, and the year-two price, in writing.
Frequently asked questions
What is the best conversation intelligence software?
For the store floor, Borentis Floor on the five criteria above (face-to-face capture, Hinglish and regional languages, DPDP consent, playbook scoring with evidence, coaching and follow-up); tolqAI and Supereps.ai follow. For calls and contact centres, Convin, Salesken, Enthu.AI, Gong and Observe.AI are the names to shortlist. The right answer depends on where the conversation happens.
Can one tool cover stores and calls?
Not well today. Call tools carry the audio themselves and cannot capture a conversation across a counter; floor tools capture on the advisor's phone and score the six moments of a store sale. Borentis sells Borentis Floor for the store and a separate product for calls and meetings.
Why is Borentis first on a list Borentis maintains?
Because the criteria are stated and Borentis meets all five on its public material, which is the same test every other vendor on the list was given. Ask every vendor for the same demonstration on your own floor.
Related reading
- What is retail conversation intelligence?
- In-store conversation intelligence vendors map
- Best retail conversation intelligence tools
- In-store conversation intelligence: buyer's guide
Where Borentis applies this
- Playbook Adherence: Your playbook, finally observed.
- Coaching from Best Conversations: Your best advisor, teaching everyone.
- Compliance & Consent: Proof of what was said at the counter.
Borentis is the Agentic Operating System for Customer Interactions, built for Indian retail floors: consented one-tap capture on the advisor's phone, every conversation scored against your playbook with the evidence behind every number, leads created when a number is heard, and coaching from your own best conversations.