Category term

What is In-store conversation intelligence?

In-store conversation intelligence is the capture and analysis of face-to-face conversations between customers and sales advisors inside a physical store, scored against the retailer's own sales playbook.

The term is used interchangeably with retail conversation intelligence. Where a distinction is drawn, in-store refers to the setting (the shop floor, the showroom, the counselling desk) and retail refers to the industry.

Two capture approaches exist: the advisor's own phone with one-tap, consented recording, and installed sensors or wearable microphones. Phone capture needs no hardware and produces explicit consent per conversation; installed capture removes the dependence on the advisor but rests on signage-only consent.

Related terms

• Retail conversation intelligence: Retail conversation intelligence is software that captures, transcribes and scores the sales conversations that happen on a physical store floor, and turns them into leads, coaching evidence and market signal.
• Consent-first capture: Consent-first capture is a recording design in which nothing is captured until the customer has consented, through a QR page on their own phone, a WhatsApp or SMS link, or a spoken code recorded at the start of the conversation, with notice given at the entrance and the desk.
• Capture rate: Capture rate is the share of a store's customer conversations that were recorded with consent, measured per advisor and per store against footfall or walk-ins.

Further reading

• In-store conversation intelligence: how it works, what it costs