Category term
What is 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.
It is the in-person counterpart of the conversation intelligence tools that instrumented phone and video sales a decade ago. The difference is the setting: noisy showrooms, code-switched Indian languages, consent taken face to face, and conversations that may span three display areas and twenty minutes.
The category is measured by coverage rather than sampling. A mystery shopper sees one scripted visit a quarter; conversation intelligence scores every consented conversation, which is what makes comparisons between advisors and stores fair.
Related terms
- 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.
- 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.
- Playbook adherence: Playbook adherence is the degree to which a sales advisor's real conversations follow the retailer's trained sales playbook, expressed per step, per advisor and per store.
- Evidence trail: The evidence trail is the Borentis principle that every score, flag and number on a report links to the transcript lines that produced it, so nothing shown to a manager or an advisor is an unexplained judgement.
Further reading
Borentis is the Agentic Operating System for Customer Interactions, built for Indian retail floors. Every term on this page is something the platform makes measurable.