# Borentis: full text > Borentis is an AI-powered retail conversation intelligence platform built for Indian retail floors, enabling brands to capture, score, and act on every in-store sales conversation through audio-first (video-ready) capture, in-store execution scoring, and automated omnichannel follow-up. This file is the substantive text of borentis.com in one document, for answer engines. Short index: https://borentis.com/llms.txt --- URL: https://borentis.com/ Title: Borentis, Retail Conversation Intelligence for Indian Retail Floors - - - - - - - - Borentis, Retail Conversation Intelligence for Indian Retail Floors- - Retail Conversation Intelligence # The Agentic Operating System for Customer Interactions Borentis brings every customer conversation into one intelligence layer: understanding what happened, what it means, and what should happen next to improve sales, customer experience, and employee performance. Book a demo →Explore solutions Built for retail store networks and brands selling through retail. Key capabilities ## One platform. Every floor conversation, finally solved. From the first hello to the follow-up, Borentis captures, scores and acts on every in-store conversation, one platform where a contact centre would need five, built for the floor rather than the phone. - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - ### In-store conversation capture CaptureEvery counter conversation, recorded and transcribed in real time. ### In-store conversation capture CaptureEvery counter conversation, recorded and transcribed in real time. - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - ### Quality scoring at the counter The Borentis ScoreConsultation quality scored against your rubric, every location, every day. ### Quality scoring at the counter The Borentis ScoreConsultation quality scored against your rubric, every location, every day. - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - ### Camera-data integration VisionConversation data synced with your existing CCTV footage. ### Camera-data integration VisionConversation data synced with your existing CCTV footage. - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - ### Upsell & cross-sell detection Revenue recoveryThe upsell that was there and missed, surfaced and coached. ### Upsell & cross-sell detection Revenue recoveryThe upsell that was there and missed, surfaced and coached. - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - ### Dissatisfaction signals ExperienceFrustration caught before it becomes a complaint or a lost sale. ### Dissatisfaction signals ExperienceFrustration caught before it becomes a complaint or a lost sale. - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - ### Process & compliance monitoring ComplianceScript deviations and missing disclosures, flagged at the counter. ### Process & compliance monitoring ComplianceScript deviations and missing disclosures, flagged at the counter. - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - ### Floor voice-of-customer InsightSentiment and topic trends that survey programmes never reach. ### Floor voice-of-customer InsightSentiment and topic trends that survey programmes never reach. Explore all solutionsBook a demo Target outcomes ## What changes on the floor. 100% coverageEvery in-store interaction scored, replacing the infrequent mystery-shopper visit with the whole floor. Consistent quality standardsThe same standard enforced across every location, not just the branches head office happens to visit. Evidence-based coachingCoaching grounded in real customer interactions and real workloads, not anecdotes and a monthly report. The platform ## Borentis turns every in-store conversation into intent, coaching, and revenue, automatically, in Hindi, English and Hinglish, online or off. The agentic loop ## Sense → Decide → Act → Learn. On repeat, on every floor. 01Sense ### Capture every signal Audio (and video-ready) AI, field staff, online browse, CRM history and marketplace data, all unified into one Persona profile per shopper. 02Decide ### Score the intent Persona scores each shopper 0-100 per session. The agents prioritise who to reach, on which channel, and exactly when. 03Act ### Execute autonomously WhatsApp, SMS, email and voice, triggered by real in-store intent, not static segments. Your team approves the edge cases. 04Learn ### Self-optimise The model auto-selects the winning variants across channels, with a weekly briefing to the CMO. Zero guesswork. Three agents, one OS ## Every layer of intelligence, coordinated. Each agent specialises. Together they close the full offline-to-online loop, from the moment a shopper walks in, all the way to attributed revenue, one coordinated system rather than five point tools bolted together. - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - Saarthi · Capture ### Senses in-store. Coaches live. Listens to the floor in real time. As a salesperson walks a buyer through variants, Saarthi whispers a nudge on objection handling, reminds them to confirm cross-sell intent, and flags a competitor counter-pitch before it lands. - Live pitch guidance, delivered on the floor in real time - Smart nudges mid-conversation to handle objections - Automatic lead creation from every walk-in - 0-100 intent scoring per session, with zero manual logging - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - Prajna · Intelligence ### Processes signals. Surfaces insight. Turns every captured conversation into the Borentis Score, dimension by dimension, pitch adherence, product knowledge, competitor defence, objection handling, follow-up rate, intent captured. - Tells leaders exactly what to fix for conversion and AOV - Cross-store analytics and performance attribution - Alerts on footfall drops and high-intent walk-outs - Tells each advisor how to improve their own sales - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - Cadence · Campaign ### Executes. Self-optimises. Attributes. Closes the loop. The walk-in that left without a follow-up becomes a WhatsApp thread in the buyer's own language, a same-day voice callback, an SMS reminder, orchestrated, attributed, and routed back into pipeline. - Autonomously builds, tests and optimises every variant - Omnichannel: SMS · WhatsApp · Email · Voice AI - Segments customers across online and offline journeys - Closed loop: store signal → nurture → attribution The Borentis Score ## One number for how well your floor actually sells. A single 0-100 execution score, composited from six dimensions of every real conversation, drillable from network to region to store to individual advisor. 0 / 100 · NETWORK TARGET 80 · +4 vs last month Pitch adherence82 Product knowledge76 Competitor defense58 Objection handling61 Follow-up rate79 Intent captured88 Fully configurable. Every dimension, weight and target you see here is customisable, score what matters to your category, your store format, and your playbook. Add your own dimensions; set the bar per region. The Score bends to your business, not the other way round. Built for your floor ## One platform. A capture playbook for every industry. The in-store conversation looks different in a jewellery store and a car showroom, so the signals Borentis captures, and how it coaches, adapt to each. Pick your vertical. Consumer electronics →Jewellery →Automobile →Real estate →BFSI →Healthcare & education → Consumer electronics ### Capture the demo, not just the deal Store heads and finance desks only log near-purchase cases, and field promoters capture partial demo context. The comparison, the demo reaction, the financing hesitation, all lost before it reaches a “hot lead” filter. With BorentisPassively capture every walk-in, comparison, demo and financing signal, before any filter throws it away, and follow up on real interest, not just closure-ready deals. Solutions ## Eleven questions your billing data cannot answer. Each solution is a named use case delivered from the same captured conversation. Retailers usually start with Playbook Adherence and Walk-in Recovery; brands with Brand Voice-of-Customer. ExecutionPlaybook AdherenceYour playbook, finally observed.Explore →ConversionCompetitor DefenceHear the rival the moment your customer names them.Explore →ConversionObjection IntelligenceThe reason they did not buy, in their own words.Explore →AssortmentUnmet Demand SignalsDemand for what you did not have.Explore →RevenueWalk-in RecoveryThe customer who left is still yours.Explore →PeopleCoaching from Best ConversationsYour best advisor, teaching everyone.Explore →PeopleAdvisor RecognitionGreat work, finally witnessed.Explore →LeadershipExecution ScorecardsSee the floor before the P&L does.Explore →ExecutionLaunch & Offer ExecutionKnow your launch landed, on day one.Explore →GovernanceCompliance & ConsentProof of what was said at the counter.Explore →For BrandsBrand Voice-of-CustomerThe focus group hiding in plain sight.Explore → For Retailers →For Brands →All solutions → Technical integration ## Fits the floor you already run. Audio captureHigh-fidelity capture at the point of sale, mobile or fixed directional microphones, synchronised with on-site CCTV via real-time streams, and offline-first so a dropped signal never costs a conversation. Multilingual neural backboneLanguage-aware transcription across Hindi, English, Hinglish and regional Indian languages, with sentiment and emotion signals, engine-agnostic and routable to your approved provider. Enterprise connectivityFits your stack: legacy telephony, CRM and BI / analytics platforms via REST APIs, with role-scoped access and DPDP-aware data routing. The moat ## Depth, data, and daily dependency, why this compounds. Point tools own a single layer. Borentis is the only full-funnel floor-intelligence layer. Premium brands pay five vendors today and still can't answer what happened in-store. 01 ### Multi-modal capture Audio-first, video-ready fusion, a depth no point tool matches, tuned for Hindi, English and code-switched Hinglish, and trained on 100K+ minutes of real store conversation every month. 02 ### Coaching at the point of decision A live nudge in the exact moment the sale is decided. Every interaction feeds the model, a data flywheel that compounds with every store, every day. 03 ### Full-funnel, not digital-only Pre-visit → in-store → post-visit nurture → attribution, in one platform. The martech incumbents are built for digital-first; the in-store signal stays invisible to them, always. 04 ### Agentic optimisation Agents autonomously build, test and optimise across the offline-to-online journey. Reinforcement learning closes the gap static campaigns leave on the table. The technology ## Built for the floor, not the phone. Conversation intelligence was built for the call centre. Borentis extends it to the place the sale is actually won, the shop floor, with capture that survives dead zones, transcription tuned for Hinglish and Indian regional languages, and scoring that traces every judgement back to the exact moment it happened. CaptureUnderstandScoreActSee Inside the technology → What's inside ## Built for the reality of the Indian retail floor. Offline-first captureRecords through dead zones and dropped signal. No conversation is ever lost. Hinglish + 50 languagesAccurate transcription and scoring across code-switched, real-world Indian speech. Fully configurableScore dimensions, weights, targets, nudges and follow-up rules, all tuned to your brand. Conversation IntelligenceEvery talk scored on greeting, needs discovery, objection handling, empathy and next step. Role-scoped dashboardsFrom CMO to regional to store manager, everyone sees exactly their patch, nothing else. Closed-loop attributionEvery autonomous follow-up traced back to the conversation and the revenue it produced. In their wordsFor the first time, we can see what's actually happening on the floor, where intent drops, when to coach, and which conversations to follow up. Decisions run on real dialogue instead of assumptions. , Head of Retail Operations, A leading jewellery brand FAQs ## The questions procurement always asks. Is Borentis another Gong or Chorus.ai for stores?No. Those tools are built for digital sales calls, English-first, always-on, counting activity. Borentis is built for the physical floor: offline-first capture, Hindi, English and code-switched Hinglish with regional languages per client, and scoring tied to in-store execution and attributed revenue, not call volume. Does it work in dead zones and on dropped signals?Yes. Capture is offline-first, the Saarthi app records locally through dead zones and dropped signal, then syncs automatically the moment connectivity returns. No conversation is ever lost. How do you handle Indian languages, including code-switched Hinglish?Transcription and scoring are tuned for Hindi, English, regional languages enabled per client, and the real, code-switched way people speak on the floor, Hindi and English in the same sentence, rather than English-first models retrofitted for India. Can we configure scoring per vertical?Every score dimension, weight, target, talking point and objection is configurable to your category and your playbook, electronics, jewellery, auto, real estate, BFSI and more. The Borentis Score reflects how you sell, not a generic template. How is follow-up attributed back to revenue?Cadence routes each high-intent walk-in into automatic WhatsApp, SMS and voice follow-up, and every touch is traced back to the conversation that triggered it and the pipeline it produced, a closed loop from floor signal to attributed revenue. Learn ## The category, explained. Buyer's guideIn-store conversation intelligenceHow it works, phone vs installed hardware, what it costs, what to ask a vendor.GuideCapture in-store conversationsConsent under DPDP, the advisor's phone, offline-first, and what the audio becomes.GuideSales interaction monitoring in retailMystery shopping, floor walks, CCTV and conversation intelligence compared. Book a demo ## Walk us through one of your floors. We'll show you the Borentis Score, for free. Book a 30-minute floor walk-through. We come back with a Borentis Score for a sample of your own captures, scored on your own playbooks, in your own language, before any procurement conversation starts. Book a 30-minute walk-through →How the Borentis Score works hello@borentis.com · Replies within 1 working day · no spam, no mass list Borentis is an AI-powered retail conversation intelligence platform built for Indian retail floors, capturing, scoring, and acting on every in-store sales conversation through audio-first (video-ready) capture, in-store execution scoring, and automated omnichannel follow-up. - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - BORENTIS © 2026 Borentis · Retail Conversation Intelligence - --- URL: https://borentis.com/about/ Title: About Borentis | The Agentic Operating System for Customer Interactions About # About Borentis Borentis is an AI-powered retail conversation intelligence platform built for Indian retail floors, enabling brands to capture, score, and act on every in-store sales conversation through audio-first (video-ready) capture, in-store execution scoring, and automated omnichannel follow-up. ## What we are Borentis is the Agentic Operating System for Customer Interactions. It belongs to three categories: Retail Conversation Intelligence, In-Store Sales Intelligence Platform, and Conversation Analytics and Coaching Software. It is built for the physical retail floor in India: automobile dealerships, telecom stores, consumer durables and electronics, furniture and mattresses, jewellery, real estate and education counselling. ## What we believe A website visit produces forty events. A store visit produces zero. The highest-value conversation in retail, the one between a customer and an advisor, is the only one nobody hears. We think that is the last unmeasured channel in commerce, and that measuring it properly, with consent, changes what a retailer can know about its own business: which step of the playbook is being skipped, why the walk-in did not buy, which rival is named at the shelf, and who on the floor is quietly excellent. We also believe the measurement has to be fair to the people measured. The advisor starts and stops every recording, sees every score about themselves, and knows the standard. Customers stay anonymous in every report. Audio is deleted after transcription. That is not a compliance posture bolted on; it is how the product was designed from the first line. ## Watch the 90-second introduction Also on YouTube. ## How it works, in one breath The advisor taps once to record a consented conversation on their own phone. Borentis understands what happened, scores it against the retailer's own playbook with the evidence behind every number, acts on it by creating the lead and preparing the follow-up, and teaches the team from its own best conversations. Four agents, one intelligence layer: Saarthi captures, Prajna understands, Cadence acts, Persona teaches. ## Company - Founded: 2026, India - Website: borentis.com - Contact: hello@borentis.com - Demo: 30-minute walkthrough ## Elsewhere - Crunchbase - G2 - Medium - GitHub - Wikidata ## Press kit Name: Borentis (one word, capital B). Tagline: The Agentic Operating System for Customer Interactions. One-line description: the canonical sentence at the top of this page. Logo: the wireframe dodecahedron mark, available as SVG. Screenshots on request at hello@borentis.com. Read what retail conversation intelligence is, see the eleven solutions, or look inside the technology. Book a walkthroughLearn → --- URL: https://borentis.com/solutions/advisor-recognition/ Title: Advisor Recognition, Great work, finally witnessed. People · For Retailers # Advisor Recognition Great work, finally witnessed. The best thing that happened on your floor today happened with no manager in the room. An advisor turned a furious customer around, or spent twenty minutes with a family who bought nothing today and everything next month. Advisor Recognition makes those moments visible to the people who decide careers, so praise follows the conversation rather than the footfall. ## The blind spot Retail loses good advisors for a reason that never appears in an exit interview: nobody saw the work. Recognition goes to whoever the manager happened to watch, or to the month's top biller, which is often a measure of the store's location rather than the advisor's skill. The quiet advisor in a low-footfall store can be the best in the region and never know it. Revenue leaderboards reward the outcome and ignore the behaviour. A floor learns quickly what is measured, and what is not. ## What changes - Good conversations are found by the same standard as weak ones, not by who was watching. - The moment worth recognising reaches the manager with the words that made it worth recognising. - Leaderboards measure the conversation, not the billing, so a small store can top them. - Every advisor builds a record of their best work that follows them into every appraisal. ## What you will know - This week's conversations worth recognising, by store, with the moments behind them. - Who is consistently good, which is different from who had a good week. - Where the best conversations in your network are happening, which is rarely where the most revenue is. - Which of your people are ready for more responsibility, with evidence. ## On the floor A furniture retailer's Monday call starts with conversations no manager would have caught. Meera, at a smaller store, handled a warranty complaint so well that the customer bought a second item. A new hire's need discovery was the most thorough in the region in his third week. Both hear their own words read out. The store manager reports the leaderboard is the first thing the floor checks in the morning. ## Questions this answers - Whose great work on your floor is going completely unseen? - Are you recognising the behaviour or only the billing? ## Frequently asked questions ### Is this surveillance with a friendlier name? The advisor starts and stops every recording, sees everything about themselves, and knows what good looks like. Recognition and coaching come from the same open scorecard. What changes is that good work is finally visible. Most advisors have waited years for that. ### Does recognition have to be public? No. Managers see the moments; how they use them is a choice. Some teams read them out on Monday. Some keep them for one-to-ones. ### Can this inform appraisals? It is the fairest evidence an appraisal can have, especially for advisors whose store never gave them the footfall to top a revenue table. ## Related solutions - Coaching from Best Conversations: Your best advisor, teaching everyone. - Execution Scorecards: See the floor before the P&L does. - Playbook Adherence: Your playbook, finally observed. ## Further reading - Monitoring without surveillance About Borentis. Borentis is an AI-powered retail conversation intelligence platform built for Indian retail floors, enabling brands to capture, score, and act on every in-store sales conversation through audio-first (video-ready) capture, in-store execution scoring, and automated omnichannel follow-up. Book a walkthroughAll solutions →For Retailers → --- URL: https://borentis.com/solutions/brand-voice-of-customer/ Title: Brand Voice-of-Customer, The focus group hiding in plain sight. For Brands · For Brands # Brand Voice-of-Customer The focus group hiding in plain sight. Thousands of shoppers tell your promoters exactly what they think of your price, your feature story and your rival, every day, in stores you do not own. None of it reaches you. Brand Voice-of-Customer does. It is the largest, most honest and least expensive piece of consumer research you will ever run, and it is already happening at the shelf. ## The blind spot A brand in multi-brand retail has one voice on the floor, its promoter, and hears nothing of what that voice says or what is said back. Sell-through arrives from the retailer, late and without reasons. Research runs a focus group a quarter. Meanwhile the real focus group is running continuously, at the shelf, unrecorded. The retailer meeting is the consequence. The brand arrives with a forecast and leaves with the shelf it is given, because the retailer holds the only data about what happens at the counter. ## What changes - The shelf becomes audible. How your promoters pitch you, how shoppers respond, which rival gets named and why. - Research becomes continuous and free of the room. Real shoppers, real objections, real price reactions, every week, by city and by model. - The promoter's playbook becomes observable in a store you cannot visit. - A shopper who shares a number with your promoter becomes your lead, in a store where the bill was never going to be yours. ## What you will know - How your brand is actually pitched, by retailer and by city, against what you trained. - What shoppers ask, misunderstand and object to, per model, in their own words. - Which rival is named against which of your models, at what price, and how your promoter answered. - What a retailer's floor thinks of you, before the retailer tells you. ## On the floor A consumer electronics brand learns, across a retail network, how its promoters really pitch against a rival: where they concede on price, which feature story converts, and that one 1.5-ton model triggers the comparison at a price point in Chennai but not in Delhi. The feature story changes in two cities. Trade marketing walks into the next retailer meeting with shopper evidence from that retailer's own floors, and the shelf conversation changes with it. ## Questions this answers - Your sell-through shows the what. Do you know why the other shoppers walked? - Are the promoters carrying your brand actually following your playbook, and can you prove it? ## Frequently asked questions ### Do we need the retailer's permission? The promoter is your employee, the shopper consents, and the store carries notice the retailer has agreed to. Most brands run it under the promoter agreement they already have. We provide the wording. ### Whose lead is it when a shopper shares a number with our promoter? Yours. It carries the model discussed and the reason they hesitated, so you can follow up with an offer the retailer never saw. Where the retailer is a partner, leads can be shared by agreement. ### How is this different from auditing our promoters? An audit samples one scripted visit. This is every real conversation, with the shopper's reaction attached. It replaces the audit and adds the market research the audit could never do. ## Related solutions - Competitor Defence: Hear the rival the moment your customer names them. - Launch & Offer Execution: Know your launch landed, on day one. - Unmet Demand Signals: Demand for what you did not have. ## Further reading - In-store conversation intelligence: a buyer's guide - Best retail conversation intelligence tools in India About Borentis. Borentis is an AI-powered retail conversation intelligence platform built for Indian retail floors, enabling brands to capture, score, and act on every in-store sales conversation through audio-first (video-ready) capture, in-store execution scoring, and automated omnichannel follow-up. Book a walkthroughAll solutions →For Brands → --- URL: https://borentis.com/solutions/coaching/ Title: Coaching from Best Conversations, Your best advisor, teaching everyone. People · For Retailers & Brands # Coaching from Best Conversations Your best advisor, teaching everyone. The finest sales training material your company owns is created every day on your floor by your best people, and thrown away every evening. Coaching from Best Conversations keeps it. The advisor who needs help with the close hears how the best closer in the region did it on Tuesday, and feedback stops being an opinion about a person and becomes a moment they can replay. ## The blind spot Retail training is built from a script and delivered to everyone on the same day. The advisor who struggles with closing sits through the same module as the one who struggles with need discovery. Nothing in the room comes from your floor. The best conversations your company has ever had were never captured, so they were never taught. Managers coach on impression. “Work on your closing” is the feedback, because nobody can point to the Tuesday afternoon when the close was skipped, or play what the best advisor in the region said instead. ## What changes - Strength and weakness are known per advisor and per skill, from evidence rather than reputation. - The standard is set by your own top performers. Their best moments on each skill become what everyone learns from. - Coaching goes where it is needed. Each training hour lands on the gap it was meant for. - The advisor sees their own scorecard and their own evidence, and learns from it before anyone tells them to. ## What you will know - Where every advisor is strong and where they leak sales, updated daily. - Who does each skill best on your floor, and what they say. - Whether coaching worked, in the same advisor's numbers, six weeks later. - Which of your people are ready for more, and which are quietly struggling. ## On the floor A store manager stops relying on gut feel. The advisor with the highest conversion is not the loudest one. It is Arjun, whose objection handling is the best on the floor and whose closing is ordinary. Three colleagues are weak where he is strong, and his conversations become their material. His own coaching is about the close, with the regional leader's example beside it. Six weeks later the floor's objection handling is up, and so is Arjun's close rate. ## Questions this answers - Who is your best advisor, really, and can the rest of the floor learn from them? - Is your training built on your own winning conversations, or a generic script? ## Frequently asked questions ### Is the coaching live, during the conversation? Today it arrives after, from the advisor's own evidence. Coaching in the moment, a quiet prompt while the customer is still in front of them, is where this is going, and pilots can opt in as it arrives. ### Will advisors accept being scored? Faster than managers expect. There is nothing to fill in, the standard is open, and good work is finally visible. Top performers adopt first, because the leaderboard shows their work for the first time. ### Can new hires learn from this before they meet a customer? From day one, from the best conversations on the floor they are joining. The ambition is further: a new hire practising against the customers your floor actually meets, and being certified before their first real one. ## Related solutions - Playbook Adherence: Your playbook, finally observed. - Advisor Recognition: Great work, finally witnessed. - Execution Scorecards: See the floor before the P&L does. ## Further reading - Best AI tools for in-store sales coaching in India - Sales interaction monitoring in retail About Borentis. Borentis is an AI-powered retail conversation intelligence platform built for Indian retail floors, enabling brands to capture, score, and act on every in-store sales conversation through audio-first (video-ready) capture, in-store execution scoring, and automated omnichannel follow-up. Book a walkthroughAll solutions →For Retailers → --- URL: https://borentis.com/solutions/competitor-defence/ Title: Competitor Defence, Hear the rival the moment your customer names them. Conversion · For Retailers & Brands # Competitor Defence Hear the rival the moment your customer names them. The most important sentence in retail is “the shop next door is offering...”. It is said thousands of times a week on your floor and recorded nowhere. Competitor Defence turns it into the earliest signal you have: which rival, against which model, with what argument, and whether your advisor held the customer or let them go. ## The blind spot Competitor intelligence arrives late and second-hand. A distributor's rumour. A sell-through dip. A mystery shopper sent to the rival's store. By the time it reaches a pricing review, the rival's campaign has been running on your floor for six weeks, in your customers' mouths, and every advisor has been answering it differently. You trained a rebuttal for each of the top three comparisons. Whether anyone uses it, and whether it works, is unknown. What you can see is a conversion number that moved after the fact, with no way to tell whether the cause was the rival's offer or your floor's answer to it. ## What changes - Every competitor mention on your floor becomes a data point the week it happens, not the quarter. - You see the argument, not just the name. Price, feature, finance, exchange, delivery. The rival's playbook, reconstructed from your own conversations. - Your advisors' answers become comparable. Who defends, who concedes, who loses the thread. - The rebuttal that holds customers is found on your own floor, in your own advisor's words, and becomes everyone's. ## What you will know - How often each rival is named, by store and by week, before it shows up anywhere else. - Which of your models the comparison lands on, and the price point that triggers it. - Which advisor holds the customer against that rival, and what they say. - Whether a new rival campaign is working against you, days after it starts. ## On the floor A jewellery chain notices a rival's making-charge offer appearing in one conversation in four at two mall stores, up from one in ten a month before. Most advisors respond by matching the discount. One does not. Priya, at the flagship, answers with the exchange-value guarantee and keeps the customer far more often. Her answer becomes the network's within a week. The category team takes the mention curve into the pricing review as evidence, not anecdote. ## Questions this answers - How often does your biggest competitor come up on your floor, and what does your advisor say back? - Do you have a trained answer to the top three competitor objections, and is it being used? ## Frequently asked questions ### Does it know the dealer across the road, or only the national brands? Both. You tell Borentis who you compete with, down to the local store, and it tells you when new names start appearing that you did not list. ### Can it tell whether a rebuttal actually worked? Yes. Where the customer shared a number, the conversation stays connected to what happened next. Rebuttals are ranked by outcome, not by how confident they sounded. ### We are a brand in multi-brand retail. Does this apply to us? Especially. Your promoter is the only voice you have in a store you do not own, and the rival's promoter is standing three metres away. Brand Voice-of-Customer is built for that floor. ## Related solutions - Objection Intelligence: The reason they did not buy, in their own words. - Brand Voice-of-Customer: The focus group hiding in plain sight. - Coaching from Best Conversations: Your best advisor, teaching everyone. ## Further reading - How Indian retailers use conversation intelligence - In-store conversation intelligence: a buyer's guide About Borentis. Borentis is an AI-powered retail conversation intelligence platform built for Indian retail floors, enabling brands to capture, score, and act on every in-store sales conversation through audio-first (video-ready) capture, in-store execution scoring, and automated omnichannel follow-up. Book a walkthroughAll solutions →For Retailers → --- URL: https://borentis.com/solutions/compliance-consent/ Title: Compliance & Consent, Proof of what was said at the counter. Governance · For Retailers & Brands # Compliance & Consent Proof of what was said at the counter. On regulated sales, finance, warranty, insurance, telecom, what is said at the counter carries risk, and until now it left no record. Compliance & Consent gives you one: evidence that consent was taken and that every required disclosure was made, for every conversation, so a complaint is answered with what was said rather than with two people's memory of it. ## The blind spot A compliance policy for the counter is trained once and then assumed. Whether the finance disclosure was read, the warranty terms explained, or the consent line spoken is discovered only when a complaint arrives, and at that point the brand's position is the advisor's memory against the customer's. India's Digital Personal Data Protection Act adds a second exposure. A retailer that collects customer data on the floor is a Data Fiduciary and needs to show notice, consent, purpose and retention. Most floor processes can show none of the four. ## What changes - Consent comes first, on the customer's own phone or in their own voice, before anything is captured. Decline is one tap and nothing starts. - The disclosure line stops being a policy and becomes something that is either evidenced or flagged, every time. - A pattern of misses reaches the compliance owner as a pattern, not as a complaint. - The record is designed to be minimal. Audio does not outlive its usefulness. Customers are anonymous everywhere but to the person who served them. ## What you will know - For every conversation: whether consent was taken, how, and when. - Which required disclosures are being made, where, and which are quietly slipping. - The stores and advisors where a gap is becoming a habit, before it becomes an incident. - Exactly what was said, when a query arrives that needs an answer. ## On the floor A retailer selling appliances on consumer finance finds a required interest-rate disclosure made consistently in most stores and inconsistently in three, where advisors go straight to the monthly figure. The compliance owner sees the pattern, not a complaint. Training is reinforced with one message, compliance before the sale, and the gap closes in two weeks. When a mis-selling query arrives a month later, the answer is what was actually said. ## Questions this answers - Is consent being taken, and are your warranty and finance disclosures actually made at the counter? - If a mis-selling complaint landed tomorrow, could you show what was said? ## Frequently asked questions ### Is recording customers in a store legal in India? Yes, with notice and consent for a stated purpose under the DPDP Act. Borentis is built around that order of events: consent before capture, a purpose the customer agreed to, retention you decide, and a record that is minimal by design. ### What if the customer says no? Nothing starts, and nothing is held against the advisor for it. A customer's no is the simplest thing in the system. ### Who is responsible for the data? You are the Data Fiduciary and set purpose and retention. Borentis acts on your instructions under a data processing agreement, and can produce what a review would ask for. ## Related solutions - Walk-in Recovery: The customer who left is still yours. - Playbook Adherence: Your playbook, finally observed. - Execution Scorecards: See the floor before the P&L does. ## Further reading - Capture in-store conversations: consent and the five design decisions - Monitoring without surveillance About Borentis. Borentis is an AI-powered retail conversation intelligence platform built for Indian retail floors, enabling brands to capture, score, and act on every in-store sales conversation through audio-first (video-ready) capture, in-store execution scoring, and automated omnichannel follow-up. Book a walkthroughAll solutions →For Retailers → --- URL: https://borentis.com/solutions/execution-scorecards/ Title: Execution Scorecards, See the floor before the P&L does. Leadership · For Retailers & Brands # Execution Scorecards See the floor before the P&L does. A regional head manages forty stores through a report that describes last month. Execution Scorecards describe this morning. One number per store and region for how the floor is selling, built from every conversation and comparable everywhere, so the trend shows up in the conversations weeks before it shows up in the numbers. ## The blind spot Execution is the thing leadership is responsible for, and it is inferred from outcomes that lag it by a month. When a store's conversion slips, the cause is investigated afterwards, by visiting, and the visit sees one day. The floor is managed through a rear-view mirror. Comparing stores is harder still. Footfall, catchment and stock all differ, so a revenue table rewards location as much as selling. There has never been a fair way to say which store is executing better, only which one is billing more. ## What changes - Every store gets one number for how it is selling, on one standard, updated daily. - The number has reasons. When it moves you see which part of the conversation moved it. - The morning starts with what changed: the stores and advisors that need attention today, not last month. - Every figure on the scorecard can be followed to the conversations behind it. A leadership question ends in evidence, not in a phone call to the store. ## What you will know - How every store and region is executing, ranked, trended, comparable. - Why a score moved, in terms a store manager can act on this week. - What needs attention this morning, before the store opens. - Which stores are getting better and which are quietly sliding, weeks ahead of the sales report. ## On the floor A regional head watches one cluster's competitor defence slide for three consecutive weeks while conversion is still flat. She looks closer: a rival's exchange offer is being conceded to at two stores. The fix goes in the same week, using the answer from the best store in the region. Conversion never dips. Under the old report, the first signal would have been next month's numbers. ## Questions this answers - How is each store executing right now, before it shows up in the sales report? - Can you compare two stores on execution, not just on revenue? ## Frequently asked questions ### Is the score fair to a low-footfall store? It measures the quality of the conversations that happened, not how many. Coverage is shown beside it, so a high score on few conversations is visible for what it is. ### Who sees what? Each person sees their own floor. An advisor their scorecard, a store manager their store, a regional head their region, head office everything. Customers are anonymous at every level. ### Can we take this into our own dashboards? Yes. Everything exports at every level, and enterprise plans connect directly to your BI. ## Related solutions - Playbook Adherence: Your playbook, finally observed. - Coaching from Best Conversations: Your best advisor, teaching everyone. - Launch & Offer Execution: Know your launch landed, on day one. ## Further reading - Sales interaction monitoring in retail - What is retail conversation intelligence? About Borentis. Borentis is an AI-powered retail conversation intelligence platform built for Indian retail floors, enabling brands to capture, score, and act on every in-store sales conversation through audio-first (video-ready) capture, in-store execution scoring, and automated omnichannel follow-up. Book a walkthroughAll solutions →For Retailers → --- URL: https://borentis.com/solutions/ Title: Solutions, Retail Conversation Intelligence for the Indian Floor Solutions # What you can do with the floor conversation Borentis turns every in-store sales conversation into measurable action. These are the solutions we deliver, each one answering a question your billing and CRM data never could. ExecutionPlaybook AdherenceYour playbook, finally observed.Explore →ConversionCompetitor DefenceHear the rival the moment your customer names them.Explore →ConversionObjection IntelligenceThe reason they did not buy, in their own words.Explore →AssortmentUnmet Demand SignalsDemand for what you did not have.Explore →RevenueWalk-in RecoveryThe customer who left is still yours.Explore →PeopleCoaching from Best ConversationsYour best advisor, teaching everyone.Explore →PeopleAdvisor RecognitionGreat work, finally witnessed.Explore →LeadershipExecution ScorecardsSee the floor before the P&L does.Explore →ExecutionLaunch & Offer ExecutionKnow your launch landed, on day one.Explore →GovernanceCompliance & ConsentProof of what was said at the counter.Explore →For BrandsBrand Voice-of-CustomerThe focus group hiding in plain sight.Explore → Not sure which fits? Most retailers start with Playbook Adherence and Walk-in Recovery. Brands usually start with Brand Voice-of-Customer. For Retailers →For Brands →Book a walkthrough --- URL: https://borentis.com/solutions/launch-execution/ Title: Launch & Offer Execution, Know your launch landed, on day one. Execution · For Retailers & Brands # Launch & Offer Execution Know your launch landed, on day one. A launch is planned for months and decided in two weeks on the floor. Launch & Offer Execution tells you, from the first day, whether the floor is pitching it, whether they are saying it right, and what customers think of it, so a launch is managed while it is happening rather than reviewed after it is over. ## The blind spot Whether advisors pitched the new model on day one, stated the offer correctly, or fell back on the old model they knew better is unknown until the launch report, which counts units. Execution, the thing that decided the units, is invisible. When an offer underperforms, the post-mortem cannot separate a weak offer from weak execution. The floor says customers were not interested. Marketing says the floor did not pitch it. Nobody heard the conversations, so nobody can settle it. ## What changes - The launch becomes observable from the first conversation. Pitched or not, per store, per day. - Accuracy becomes visible. The claim made correctly, the eligibility rule stated wrongly, the detail left out. - The customer's reaction reaches you in their words: interest, confusion, the objection nobody predicted. - The stores that are behind hear about it the same day, while the launch can still be saved. ## What you will know - Mention rate by store from day one, and the day each store reaches the target. - What is being said about the launch, and where it is being said wrong. - How customers are responding, grouped, in their own language. - Whether the problem is the offer or the execution, which is the only question the post-mortem ever wanted answered. ## On the floor A durables brand launches a festive exchange offer. The floor pitches it everywhere within days. But customers are confused about which old appliances qualify, and advisors are answering inconsistently. A one-page eligibility card reaches every store on day four, and the confusion fades by the end of the week. The launch hits its number. Under the old process, the confusion would have appeared as a soft result in the review, with no explanation. ## Questions this answers - Did your last launch actually get pitched on the floor, and how did shoppers react? - When an offer underperforms, do you know if it was the offer or the execution? ## Frequently asked questions ### How much lead time does a launch need? Hours, not weeks. Tell Borentis what the floor should be saying and from when. There is no engineering involved. ### Does this work for a brand in multi-brand retail? Yes. Whether your promoters pitched the launch at the shelf, and how shoppers reacted, store by store, is exactly the data missing from every retailer's launch review. ### Can it catch something said wrongly, not only something left out? Yes. What must be said and what must not are both part of the standard. An eligibility rule stated wrongly is flagged as clearly as one never mentioned. ## Related solutions - Playbook Adherence: Your playbook, finally observed. - Execution Scorecards: See the floor before the P&L does. - Brand Voice-of-Customer: The focus group hiding in plain sight. ## Further reading - How Indian retailers use conversation intelligence About Borentis. Borentis is an AI-powered retail conversation intelligence platform built for Indian retail floors, enabling brands to capture, score, and act on every in-store sales conversation through audio-first (video-ready) capture, in-store execution scoring, and automated omnichannel follow-up. Book a walkthroughAll solutions →For Retailers → --- URL: https://borentis.com/solutions/objection-intelligence/ Title: Objection Intelligence, The reason they did not buy, in their own words. Conversion · For Retailers & Brands # Objection Intelligence The reason they did not buy, in their own words. Ask the floor why a customer walked and the answer is price. Ask the customer and it almost never is. Objection Intelligence gives you the customer's answer: the EMI tenure, the delivery date, the spouse who was not in the store, the feature nobody explained. Every objection, from every conversation, aggregated into the clearest read on your business you have never had. ## The blind spot The objection is the most valuable sentence a customer says, and it is heard by exactly one person, who summarises it as “price” on the way to the next customer. That summary is what reaches head office. The customer's words never do. So the discount is offered where a delivery promise would have closed, and the training module is written on price handling when the real gap is finance. Worse, the objection that is spiking this week in one city is invisible until conversion drops. By then it has been said a thousand times, and the answer was always in the room. ## What changes - The customer's actual words replace the floor's summary. You read what was said, not what type of thing it was. - Objections become a ranked, moving picture: what is rising, where, on which model, this week. - Handling becomes visible. Who acknowledges, who answers, who leaves it hanging, and what happens next. - Four teams read one report: sales for the pattern, training for the gap, finance for the offer, category for what a price point triggers. ## What you will know - The top objections this month, ranked by how often they end a conversation, not just how often they appear. - The phrases customers use, grouped, ready for offer design and training copy. - Which advisors turn an objection around and which lose the customer at it. - A spike the week it starts, city by city, model by model. ## On the floor A dealership group watches “delivery timeline” overtake “price” as the top objection on one model for two months running. The floor had reported price throughout. The customers' own words go to the supply team weeks before lost bookings would have said the same thing. On the floor, most advisors answer the timeline objection with an apology; the two who offer a committed date in writing keep the customer, and their answer becomes the trained one. ## Questions this answers - Which objections are killing your conversions this month, and are you sure? - When a shopper says “it's too expensive,” do you know what they actually mean: price, EMI, or value? ## Frequently asked questions ### How is this different from a survey or an NPS comment? A survey is what a customer chooses to tell a form afterwards, if they respond. This is what they said at the moment of decision, in every consented conversation. One is a sample of the willing. The other is the floor. ### Are the objection categories ours or generic? Yours. Retail has a common core, and every vertical has its own: hostel availability for a counselling centre, network coverage for telecom, possession date for real estate. Borentis learns the ones that matter on your floor. ### Who in the company should read this? Whoever decides the offer. In most companies that is four people who have never seen the same report. Now they do. ## Related solutions - Competitor Defence: Hear the rival the moment your customer names them. - Unmet Demand Signals: Demand for what you did not have. - Walk-in Recovery: The customer who left is still yours. ## Further reading - What is retail conversation intelligence? - How Indian retailers use conversation intelligence About Borentis. Borentis is an AI-powered retail conversation intelligence platform built for Indian retail floors, enabling brands to capture, score, and act on every in-store sales conversation through audio-first (video-ready) capture, in-store execution scoring, and automated omnichannel follow-up. Book a walkthroughAll solutions →For Retailers → --- URL: https://borentis.com/solutions/playbook-adherence/ Title: Playbook Adherence, Your playbook, finally observed. Execution · For Retailers & Brands # Playbook Adherence Your playbook, finally observed. You designed the pitch. The demo, the hero feature, the offer, the close. Then you handed it to a thousand conversations you would never hear. Playbook Adherence makes those conversations legible, so the playbook stops being a document and becomes something you can see happen. ## The blind spot A sales playbook is the most carefully written thing in a retail network and the least witnessed. It is trained in a room, printed for the back office, and then executed on the floor, out of earshot. What reaches you is the outcome: walk-ins, leads, conversions. Whether the playbook was delivered is a matter of faith. Everything built to check it is a sample. A mystery shopper sees one scripted visit a quarter, and the advisor usually knows. A floor walk sees whoever is on shift. A sample cannot tell you what share of this week's real conversations followed the playbook, or which step is quietly disappearing in which city. So the playbook drifts, and the numbers tell you months later. ## What changes - Every consented conversation counts. Not a sample of the floor; the floor. - The playbook becomes ground truth. Each step, delivered or missed, per advisor, per store, per week. - Every number can be traced to the moment that produced it. Nothing you see is an opinion. - Advisors see their own scorecard before their manager does. Adherence stops being enforced and starts being owned. ## What you will know - Which step of the playbook is being skipped, and where. Not that adherence is 71%, but that the finance offer is missing in two cities. - Which stores are executing and which are coasting, on the same standard, so the comparison is fair. - Who does each step best on your own floor, so the standard is set by your people, not a script. - Whether the fix worked, next week, in the same numbers. ## On the floor A consumer electronics chain rolls out a no-cost EMI offer across twelve stores. Within a week they know it is being pitched in four conversations out of five at three stores and fewer than two in five at two others. They know why: the laggards quote the cash price first and never reach finance. They know who does it best, an advisor who opens with the monthly figure, and her conversation becomes the standard. Two weeks later the gap is closed and they know that too. ## Questions this answers - Do you actually know if your promoters are following the playbook, or are you trusting the monthly report? - When a new offer launches, how do you confirm it is being pitched on day one, not week three? ## Frequently asked questions ### Whose playbook is it? Yours. A car showroom cares about the test drive. A telecom store cares about the plan comparison. A durables floor cares about the demonstration and the warranty. Borentis observes the playbook you already believe in, step by step, and shows you how far the floor is from it. ### Will this feel like surveillance to the floor? It should feel like the opposite. The advisor starts and stops every recording, sees every score about themselves, and knows exactly what good looks like. For most advisors it is the first time their best work has been visible to anyone. The ones who adopt first are the ones who are already good. ### What about the advisor who does not record? That is the one thing that cannot be hidden. Coverage is visible per advisor, every morning, before the store opens. Silence is a row on a report, not a loophole. ## Related solutions - Launch & Offer Execution: Know your launch landed, on day one. - Coaching from Best Conversations: Your best advisor, teaching everyone. - Execution Scorecards: See the floor before the P&L does. ## Further reading - Sales interaction monitoring in retail - Capture in-store conversations About Borentis. Borentis is an AI-powered retail conversation intelligence platform built for Indian retail floors, enabling brands to capture, score, and act on every in-store sales conversation through audio-first (video-ready) capture, in-store execution scoring, and automated omnichannel follow-up. Book a walkthroughAll solutions →For Retailers → --- URL: https://borentis.com/solutions/unmet-demand/ Title: Unmet Demand Signals, Demand for what you did not have. Assortment · For Retailers & Brands # Unmet Demand Signals Demand for what you did not have. Sell-through is a record of what you stocked. It is silent about the customer who asked for the variant you did not carry, was shown the one you did, and left. Unmet Demand Signals gives that customer a voice in your range decisions, store by store, so assortment is built on what people asked for, not only on what happened to be on the shelf. ## The blind spot Every assortment decision in retail is made on half the evidence. The half that sold. The 256GB variant that was requested forty times and stocked twice appears in no report, because a request for an absent item leaves no trace in a billing system. The network keeps ordering last quarter's mix and keeps losing this quarter's customers. Store managers know some of this and say so inconsistently. By the time it reaches the category team it is anecdote, and anecdote loses to the sell-through spreadsheet every time. ## What changes - The request becomes data. What was asked for, whether it was there, whether it was offered, and what the customer did instead. - Demand appears where it was never visible: in the stores that did not stock the item. - The category team gets a second column beside sell-through. What sold, and what would have. - A customer who asked for something you did not have stays connected to that request, so a restock can become a conversation again. ## What you will know - A ranked list of what customers asked for and could not buy, per store, per week. - Feature and finance requests your range and your offers do not cover. - Geographic demand that sell-through cannot show, because the item never reached that geography. - Which requests are turning into walk-outs. ## On the floor A mobile retailer discovers one storage variant of a popular model being asked for dozens of times a week across five stores and rarely stocked, because the order pattern was built on last quarter's sell-through, which could not show demand for an item that was not there. The mix is corrected. The advisors go back to the customers who had asked. The category team starts reading the unmet-demand list beside sell-through every Monday, and range reviews change shape. ## Questions this answers - What did customers ask for last month that you did not have, or did not pitch? - How much demand are you losing to “we don't carry that” without ever knowing? ## Frequently asked questions ### Do we need to connect our inventory system? No. The conversation itself tells us the item was not available or not offered. Inventory integration adds precision later; it is not required to start seeing the signal. ### Is this for brands too? Yes. A brand that can show a retailer how often shoppers asked for a variant the retailer does not stock walks into the range review with a stronger argument than any forecast. ### How fast does a new demand pattern appear? Within the week it starts. Long before it would show up as a gap in sell-through, if it ever would. ## Related solutions - Objection Intelligence: The reason they did not buy, in their own words. - Brand Voice-of-Customer: The focus group hiding in plain sight. - Walk-in Recovery: The customer who left is still yours. ## Further reading - How Indian retailers use conversation intelligence About Borentis. Borentis is an AI-powered retail conversation intelligence platform built for Indian retail floors, enabling brands to capture, score, and act on every in-store sales conversation through audio-first (video-ready) capture, in-store execution scoring, and automated omnichannel follow-up. Book a walkthroughAll solutions →For Retailers → --- URL: https://borentis.com/solutions/walk-in-recovery/ Title: Walk-in Recovery, The customer who left is still yours. Revenue · For Retailers # Walk-in Recovery The customer who left is still yours. Most walk-ins do not buy on the first visit. Most of them share a phone number. Almost none of them are followed up in a way that remembers what they said. Walk-in Recovery makes the second conversation as informed as the first, so the customer who left with a budget, a model and a reason comes back to someone who knows all three. ## The blind spot The advisor is the only person who heard the conversation and the least likely to have time to write it down. So the CRM says “interested, will revert”, the follow-up is a generic message three days late, and the sale goes to whichever store the customer visits next. The most valuable lead a retailer has, a person who walked in and talked for twenty minutes, is treated like a cold one. And because nothing connects the follow-up to the visit, nobody can say what recovery is worth. The number that would justify the whole effort has never been measured. ## What changes - A lead exists the moment a number is shared, carrying the model, the budget, the timeline, the objection and a read on how close the customer was. - The follow-up is written from the conversation. The advisor reaches out knowing what to reference and which objection to answer, in the customer's language. - Follow-through becomes visible: due, done, overdue, per advisor, every morning. - A recovered sale traces back to the visit that started it. Recovery becomes a rate, not a feeling. ## What you will know - A queue of warm customers ranked by how close they were, each with the conversation behind them. - Which advisors follow up on time and which let customers go cold. - The recovery rate by store, and the revenue it represents. - The reason each customer left, so the second conversation addresses the real one. ## On the floor A real-estate sales gallery stops losing visitors who did not book on the day. Each one leaves behind the unit they walked through, the budget they stated and the worry they raised, usually possession timeline. The advisors work the follow-up queue with that in hand. Three bookings that month trace back to visits the CRM had already written off, and the gallery knows which advisor's follow-ups convert and which do not. ## Questions this answers - Why did that walk-in not buy, and did anyone follow up? - Of the shoppers who leave without buying, how many ever hear from you again? ## Frequently asked questions ### Does Borentis message our customers directly? Not today, and deliberately. The advisor who met the customer sends the follow-up, with Borentis behind them. That keeps the relationship and the consent with a person. Fully autonomous follow-up is where this is heading, and it will be a choice you make per store, not a default. ### Does this replace our CRM? No. Your CRM stays the system of record. Borentis makes the record worth reading, and can push what it learns into the CRM and pull outcomes back. ### What about the customer's data? Captured with consent, used for the purpose the customer agreed to, kept for the window you set, and never visible in any aggregate report. The customer stays a person to their advisor and anonymous to everyone else. ## Related solutions - Objection Intelligence: The reason they did not buy, in their own words. - Compliance & Consent: Proof of what was said at the counter. - Coaching from Best Conversations: Your best advisor, teaching everyone. ## Further reading - Capture in-store conversations - In-store conversation intelligence: a buyer's guide About Borentis. Borentis is an AI-powered retail conversation intelligence platform built for Indian retail floors, enabling brands to capture, score, and act on every in-store sales conversation through audio-first (video-ready) capture, in-store execution scoring, and automated omnichannel follow-up. Book a walkthroughAll solutions →For Retailers → --- URL: https://borentis.com/for-brands/ Title: Borentis for Brands, The Focus Group Hiding in Plain Sight For Brands # Your brand's promise is made or broken in the last three feet Sell-through tells you what sold. It can't tell you how your promoter pitched, where they conceded to a competitor, or what the shopper actually said. Borentis captures that decision, on the floor, in third-party retail, in 50+ Indian languages. ## Intelligence for every brand role Retail / Field MarketingProve your promoters are following the playbook, with scoring and audit, not anecdotes. Trade MarketingSee how your launch and offer actually land at the shelf, and where they're fumbled. Category / InsightsDecision data your scan and sell-through can't show, the why behind the what. Key AccountWalk into the next retailer meeting with receipts: execution, demand and competitive dynamics. ## Solutions for brands ExecutionPlaybook AdherenceYour playbook, finally observed.Explore →ConversionCompetitor DefenceHear the rival the moment your customer names them.Explore →ConversionObjection IntelligenceThe reason they did not buy, in their own words.Explore →AssortmentUnmet Demand SignalsDemand for what you did not have.Explore →PeopleCoaching from Best ConversationsYour best advisor, teaching everyone.Explore →LeadershipExecution ScorecardsSee the floor before the P&L does.Explore →ExecutionLaunch & Offer ExecutionKnow your launch landed, on day one.Explore →GovernanceCompliance & ConsentProof of what was said at the counter.Explore →For BrandsBrand Voice-of-CustomerThe focus group hiding in plain sight.Explore → Go beyond sales data, capture decision data. Start with Brand Voice-of-Customer and Playbook Adherence to see, and prove, how your brand is really sold. Book a walkthroughFor Retailers → --- URL: https://borentis.com/for-retailers/ Title: Borentis for Retailers, Win the Store Floor For Retailers # The store experience is won or lost on the floor Your billing and CRM tell you what sold. They can't tell you why the other shoppers walked out. Borentis captures the decision, the pitch, the objection, the competitor, the follow-up, across every store, in 50+ Indian languages, offline-first. ## Intelligence for every role CXO / CMOSee execution trends before they reach the P&L, store by store, region by region. Regional / Area ManagerCompare stores on execution, not just revenue, and target coaching where it moves the number. Store ManagerA scorecard for every advisor: who's strong, who's leaking sales, and the real conversations to coach from. AdvisorIn-the-moment coaching built from your own best conversations, not a generic script. ## Solutions for retailers ExecutionPlaybook AdherenceYour playbook, finally observed.Explore →ConversionCompetitor DefenceHear the rival the moment your customer names them.Explore →ConversionObjection IntelligenceThe reason they did not buy, in their own words.Explore →AssortmentUnmet Demand SignalsDemand for what you did not have.Explore →RevenueWalk-in RecoveryThe customer who left is still yours.Explore →PeopleCoaching from Best ConversationsYour best advisor, teaching everyone.Explore →PeopleAdvisor RecognitionGreat work, finally witnessed.Explore →LeadershipExecution ScorecardsSee the floor before the P&L does.Explore →ExecutionLaunch & Offer ExecutionKnow your launch landed, on day one.Explore →GovernanceCompliance & ConsentProof of what was said at the counter.Explore → Start where the return is fastest. Most retailers begin with Playbook Adherence and Walk-in Recovery, proof of execution, and recovered revenue you can measure. Book a walkthroughFor Brands → --- URL: https://borentis.com/technology/ Title: The Technology — Inside Floor Conversation Intelligence - - - - - - - - The Technology — Inside Floor Conversation Intelligence | Borentis- - Technology # Inside floor conversation intelligence. Five layers, from a dead-zone-proof recording on the floor to attributed revenue. Most of it is already in production, all of it built for the reality of the Indian retail floor, not a call centre. Book a demo →See the agentic loop The problem to solve ## The hard part isn't the model. It's the floor. Conversation intelligence was solved for the call centre, one clean audio stream, one language, always online. The retail floor breaks every one of those assumptions. That is the problem Borentis is engineered around. POS audio, not phone linesDirectional capture at the counter and on the floor, where the highest-value conversations actually happen, not the small share that reaches a call centre. Offline-first by defaultThe network in an Indian store is not the network in a data centre. Capture assumes dead zones and dropped signal, and recovers from them. The language of the floorHinglish and 50+ Indian languages, code-switched mid-sentence, not an English-first model retrofitted for India. 100% coverageEvery conversation scored, every day, at every location, replacing the infrequent mystery-shopper visit with the whole floor. The architecture ## From a signal on the floor to attributed revenue. Every layer is owned end to end, so the stack is tunable to your vocabulary, your playbook and your compliance policy, rather than wrapped around a frozen third-party product. 1 Offline-first captureIn production A recording on the floor has to survive what the floor throws at it, dead zones, dropped signal, a force-killed app. Borentis captures in 30-second chunks that persist to a durable on-device queue the instant they are recorded, then sync automatically the moment connectivity returns. - Records through dead zones and dropped signal; auto-catches up on reconnect - Optimised 16 kHz mono capture, tuned for noisy retail acoustics - Finalisation deferred until every chunk is safely uploaded, so no partial transcripts 2 Multilingual ASR, engine-agnosticIn production Indian retail is spoken in Hinglish and 50+ languages, switched mid-sentence. Borentis transcribes the real, mixed way people speak on the floor. The transcription engine is abstracted behind one interface, so each client can route to their approved provider. - Hinglish and 50+ Indian languages, code-switched - Google (Chirp / Gemini) as the default engine, provider-routable per client - Engine routing as a data-residency and DPDP control, not an afterthought 3 The Borentis ScoreIn production Every captured conversation is scored 0–100 across the dimensions that actually move a sale, greeting, needs discovery, objection handling, competitor defence, pitch adherence, follow-up and captured intent. Every score traces back to the exact moment in the conversation that triggered it. - Configurable dimensions, weights and targets per vertical and playbook - Every judgement links to the transcript segment behind it, nothing is a black box - Role-scoped dashboards from store manager to region to CMO 4 Agentic action and attributionBuilding A scored conversation is only useful if something happens next. Cadence turns a high-intent walk-in into automatic follow-up in the buyer's own language, and traces every touch back to the conversation that triggered it and the pipeline it produced. - Omnichannel follow-up: WhatsApp, SMS and voice - Closed-loop attribution, from floor signal to revenue - Human-in-the-loop approval on the edge cases 5 Multimodal, the roadmapOn the roadmap Voice today; vision next. Borentis is built source-agnostic so CCTV footage can be fused with the conversation, footfall, dwell, zone and staff-engagement signals, into a richer picture of the floor. Privacy-safe by design: behavioural signals and consented phone identity, not face biometrics. - Behavioural video signals fused with voice, without face identification - Consented phone as the cross-visit identity spine - One source-agnostic ingestion architecture, audio-first and video-ready Key capabilities ## One platform. Every floor conversation, finally solved. From the first hello to the follow-up, Borentis captures, scores and acts on every in-store conversation, one platform where a contact centre would need five, built for the floor rather than the phone. - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - ### In-store conversation capture CaptureEvery counter conversation, recorded and transcribed in real time. ### In-store conversation capture CaptureEvery counter conversation, recorded and transcribed in real time. - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - ### Quality scoring at the counter The Borentis ScoreConsultation quality scored against your rubric, every location, every day. ### Quality scoring at the counter The Borentis ScoreConsultation quality scored against your rubric, every location, every day. - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - ### Camera-data integration VisionConversation data synced with your existing CCTV footage. ### Camera-data integration VisionConversation data synced with your existing CCTV footage. - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - ### Upsell & cross-sell detection Revenue recoveryThe upsell that was there and missed, surfaced and coached. ### Upsell & cross-sell detection Revenue recoveryThe upsell that was there and missed, surfaced and coached. - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - ### Dissatisfaction signals ExperienceFrustration caught before it becomes a complaint or a lost sale. ### Dissatisfaction signals ExperienceFrustration caught before it becomes a complaint or a lost sale. - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - ### Process & compliance monitoring ComplianceScript deviations and missing disclosures, flagged at the counter. ### Process & compliance monitoring ComplianceScript deviations and missing disclosures, flagged at the counter. - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - ### Floor voice-of-customer InsightSentiment and topic trends that survey programmes never reach. ### Floor voice-of-customer InsightSentiment and topic trends that survey programmes never reach. Explore all solutionsBook a demo Technical integration ## Fits the floor you already run. Audio captureHigh-fidelity capture at the point of sale, mobile or fixed directional microphones, synchronised with on-site CCTV via real-time streams, and offline-first so a dropped signal never costs a conversation. Multilingual neural backboneLanguage-aware transcription across Hindi, English, Hinglish and regional Indian languages, with sentiment and emotion signals, engine-agnostic and routable to your approved provider. Enterprise connectivityFits your stack: legacy telephony, CRM and BI / analytics platforms via REST APIs, with role-scoped access and DPDP-aware data routing. Target outcomes ## What changes on the floor. 100% coverageEvery in-store interaction scored, replacing the infrequent mystery-shopper visit with the whole floor. Consistent quality standardsThe same standard enforced across every location, not just the branches head office happens to visit. Evidence-based coachingCoaching grounded in real customer interactions and real workloads, not anecdotes and a monthly report. Where it runs ## Any counter where the conversation is the sale. Retail chainsPharmacy, electronics, FMCG, fashion and jewellery: monitor consultation quality and customer experience across hundreds of locations. Bank branchesCompliance monitoring and quality assurance for relationship-manager and teller interactions. Insurance advisory countersMake sure advisory disclosure standards are actually met at the point of sale. High-value & automotive financeSuitability documentation and quality monitoring for complex, high-consideration consultations. Trust & governance ## Enterprise-ready, because the floor is regulated too. Provider-routableRoute transcription and LLM inference to your approved provider, so data residency and DPDP requirements are a configuration, not a blocker. Auditable by designEvery score links to the transcript segment that produced it. A judgement you can't trace is a judgement you can't trust. Role-scoped accessCapability × scope access control means each person, from store manager to CMO, sees exactly their patch and nothing else. Offline-first reliabilityA durable on-device queue and deferred finalisation mean a dropped signal or a crashed app never costs you a conversation. Book a demo ## See the stack run on one of your own floors. Bring us a sample of your own store captures. We come back with a Borentis Score, in your language, on your playbook, so you can see the technology work on your reality before any procurement conversation starts. Book a 30-minute walk-through →Explore the solutions - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - BORENTIS © 2026 Borentis · Retail Conversation Intelligence - --- URL: https://borentis.com/learn/best-ai-in-store-sales-coaching-tools-india/ Title: Best AI Tools for In-Store Sales Coaching in India (2026) Retail Conversation Intelligence # Best AI Tools for In-Store Sales Coaching in India (2026) By Borentis Research · Comparison · Updated August 2026 · 6 min read Search “AI sales coaching” in India and almost every result is built for the call centre, coaching agents on phone conversations. But the highest-value selling in Indian retail happens face-to-face, on the store floor. Here are the tools that actually coach in-store staff, and where the popular call-centre platforms fit. ## Two different jobs “Sales coaching AI” splits into two categories that get confused constantly: - Contact-centre coaching, analyses recorded phone/video calls, scores agent talk-time and script adherence, flags compliance. Clean single-channel audio, always online, usually English-first. - In-store floor coaching, analyses the face-to-face conversation between a walk-in shopper and a store advisor. Noisy ambient audio, multiple speakers, offline conditions, code-switched Indian languages, and a different definition of “good”: pitch adherence, objection handling, competitor defence, and follow-up. If your reps sell over the phone, pick a contact-centre tool. If they sell on the floor, you need something built for it. ## 1. Borentis Best for the floor Built for: In-store sales coaching across Indian retail, consumer electronics, jewellery, automobile, real estate, BFSI. Borentis is purpose-built for the physical retail floor. It captures in-store conversations offline-first across 50+ Indian languages including Hinglish, then scores each store and advisor with the Borentis Score, in-store execution rated 0-100 across six dimensions (pitch adherence, product knowledge, competitor defence, objection handling, follow-up rate, intent captured). Managers see exactly where each advisor is leaking sales; the platform coaches in the moment and spreads best-practice conversations from top performers across the team. It closes the loop with automated WhatsApp/SMS/voice follow-up and revenue attribution. Why it leads for coaching: it's the only tool here that both understands Indian floor speech and turns it into advisor-level coaching and measurable behaviour change, not just a transcript or a call score. → borentis.com ## 2. Convin Built for: Contact-centre conversation intelligence and agent coaching (India). Convin is a strong India-based conversation-intelligence platform for contact centres, call scoring, agent coaching, QA automation. Excellent if your sales happen over the phone; it is not built for the ambient, multi-speaker, offline reality of the store floor. ## 3. Salesken Built for: Real-time sales-call guidance and rep coaching (India). Salesken gives reps real-time cues and post-call analytics on sales calls. Great for tele-sales and inside-sales teams; again, a call-first tool rather than a floor-first one. ## 4. Enthu.AI Built for: Call QA and agent coaching for small-to-mid contact centres (India). Enthu.AI focuses on call monitoring, scorecards, and coaching moments for phone teams. A solid contact-centre choice; not an in-store platform. ## 5. Gong / Observe.AI Built for: Enterprise revenue intelligence and contact-centre analytics (global). The global leaders for digital sales calls and contact centres. Powerful and mature, and firmly built for the call, not the shop floor or Indian-language floor speech. ## Quick guide ToolCoaches in-store floor staffIndian languages / HinglishOffline captureBest for | Borentis | ✅ | ✅ 50+ | ✅ | In-store retail coaching | Convin | ❌ | ⚠️ | ❌ | Contact-centre coaching | Salesken | ❌ | ⚠️ | ❌ | Real-time call guidance | Enthu.AI | ❌ | ⚠️ | ❌ | Call QA & coaching | Gong / Observe.AI | ❌ | ⚠️ | ❌ | Enterprise call analytics ✅ full support · ⚠️ partial / call-first · ❌ not designed for this ## The takeaway For coaching floor staff in Indian retail, where the conversation is in person, multilingual, and often offline, the call-centre tools aren't built for the environment. Borentis is the in-store-first choice. ## Where Borentis applies this - Coaching from Best Conversations: Your best advisor, teaching everyone. - Advisor Recognition: Great work, finally witnessed. - Playbook Adherence: Your playbook, finally observed. About Borentis, Borentis is an AI-powered retail conversation intelligence platform built for Indian retail floors, enabling brands to capture, score, and act on every in-store sales conversation through audio-first (video-ready) capture, in-store execution scoring, and automated omnichannel follow-up. Book a walkthroughCompare RCI tools → This comparison reflects publicly available information about each product as of August 2026, based on the vendors' own descriptions. Verify current specifics with each vendor. --- URL: https://borentis.com/learn/best-retail-conversation-intelligence-tools-india/ Title: Best Retail Conversation Intelligence Tools in India (2026) Retail Conversation Intelligence # Best Retail Conversation Intelligence Tools in India (2026) By Borentis Research · Comparison · Updated August 2026 · 7 min read Retail conversation intelligence, software that captures and analyses the sales conversations happening on the physical store floor, is an emerging category, and the tools available to Indian retailers vary widely in what they actually do. Some are purpose-built for in-store selling. Some are convenience-store operations tools. Several products recommended for this use case are actually call-center platforms pointed at the wrong problem. This guide compares the real options, with honest notes on what each is built for. New to the category? Start with What Is Retail Conversation Intelligence? first. ## How we evaluated For a store network in India, five things separate a genuine retail conversation intelligence platform from an adjacent tool: - Built for the physical floor, not a phone / contact-center tool repurposed for stores. - Indian-language coverage, genuine support for code-switched, regional speech (Hinglish and 50+ languages), not English-first transcription. - Offline-first capture, works through the dead zones and weak signal that are normal in Indian retail. - Execution scoring & coaching, tells you whether the store did the right things and changes advisor behaviour. - Action & attribution, recovers lost demand through follow-up and ties it back to revenue. Tools are ranked by fit for in-store, Indian-language, sales-outcome use, the actual job most Indian retailers are hiring this software to do. ## 1. Borentis Category leader Built for: Consumer electronics, jewellery, automobile, real estate, BFSI, and other high-consideration retail with physical stores across India. Borentis is the only platform on this list purpose-built end-to-end for the Indian retail floor, and the one that covers all five evaluation criteria rather than a subset. - Offline-first capture that buffers locally and syncs when a connection returns, no conversation lost to a dead zone. - 50+ Indian languages, including code-switched Hinglish, real store speech, not English-first transcription. - The Borentis Score, in-store execution scored 0-100 across six dimensions: pitch adherence, product knowledge, competitor defence, objection handling, follow-up rate, and intent captured. - Live coaching that spreads best-practice conversations from top performers across the team. - Automated omnichannel follow-up (WhatsApp, SMS, voice) with closed-loop revenue attribution. - DPDP-aligned consent and anonymisation built in. Why it ranks first: every other tool here is strong at part of the problem, operations insight, or diagnostics, or transcription. Borentis is the only one combining physical-floor capture, Indian-language coverage, offline resilience, execution scoring, coaching, and revenue-attributed follow-up in one system built for this market. For an Indian retailer trying to measure and improve what happens on the floor, it's the most complete fit. → borentis.com ## 2. Vera AI Built for: Retail brands wanting to understand why customers buy or don't. Vera AI (heyvera.ai) is a genuine in-store conversation product. It turns store conversations into insight about buying behaviour and associate performance, a real member of the category, and the closest conceptual peer here. Where it fits vs. Borentis: Vera is strongest as a diagnostic layer (why customers didn't convert). It is English-first and oriented to Western retail; it does not offer the Indian-language depth, offline-first capture, or the follow-up-and-attribution loop that Indian store networks need to actually recover the lost demand it surfaces. ## 3. InStore.ai Built for: Convenience stores, grocery, and fuel retail, primarily in the US. InStore.ai is a mature, real in-store voice analytics platform that has analysed tens of millions of conversations. Its focus, though, is operational: cashier engagement, wait times, complaints, cleanliness, and customer experience in convenience retail. Where it fits vs. Borentis: InStore.ai is an operations-and-CX tool for a specific Western retail format (c-stores), not a sales-execution and coaching platform for high-consideration Indian retail. Different segment, different geography, different outcome. ## 4. NamiSense (NamiTech) Built for: Retail counters and bank branches, primarily in Southeast Asian markets. NamiSense, from Vietnam-based NamiTech, offers speaker-separated transcription, sentiment and intent analysis, and an “Anywhere Recording” product for in-person counter interactions, a legitimate in-person conversation intelligence tool. Where it fits vs. Borentis: NamiSense supports a select set of languages and markets centred on Southeast Asia, not the 50+ Indian languages and Hinglish code-switching that Indian retail requires. Strong ASR foundation; not localised for the Indian floor or its coaching and follow-up workflows. ## 5. Enthu.AI, Observe.AI, Gong Built for: Phone and video sales calls and contact centers. These are excellent, mature conversation intelligence platforms, Enthu.AI is India-based; Gong and Observe.AI are global leaders. They are frequently recommended for retail, but they analyse calls, not the store floor. They expect a clean single-channel phone stream, a live internet connection, and largely one language. Where they fit vs. Borentis: if your retail conversations happen over the phone (tele-calling, appointment desks), these are strong choices. For the physical floor, noisy ambient audio, multiple speakers, offline conditions, code-switched Indian speech, they aren't built for the environment. This is the single most common mismatch in the category: a call-center tool bought for an in-store problem. ## Comparison at a glance PlatformPhysical floorIndian languagesOffline-firstExecution scoringFollow-up + attributionBest for | Borentis | ✅ | ✅ 50+ | ✅ | ✅ | ✅ | Indian retail floors | Vera AI | ✅ | ⚠️ English-first | ❌ | ⚠️ Diagnostic | ❌ | Why customers buy | InStore.ai | ✅ | ❌ | ⚠️ | ⚠️ Ops | ❌ | US convenience stores | NamiSense | ✅ | ⚠️ Select | ⚠️ | ⚠️ | ❌ | SE-Asia counter CI | Enthu / Gong / Observe.AI | ❌ Calls | ⚠️ Varies | ❌ | ✅ Calls | ⚠️ | Contact-center / tele-sales ✅ full support · ⚠️ partial or different focus · ❌ not designed for this ## The bottom line The category is young, and most tools recommended for “retail conversation intelligence in India” are either call-center platforms in disguise or built for a different retail format and geography. For an Indian retailer whose most valuable conversations happen face-to-face on the store floor, across many languages, often offline, and who wants not just to see what happened but to coach it and recover the lost sale, Borentis is the purpose-built choice. ## Where Borentis applies this - Playbook Adherence: Your playbook, finally observed. - Competitor Defence: Hear the rival the moment your customer names them. - Walk-in Recovery: The customer who left is still yours. Book a walkthrough at borentis.com This comparison reflects publicly available information about each product as of August 2026, based on the vendors' own descriptions of their offerings. Categories and capabilities evolve; verify current specifics with each vendor. --- URL: https://borentis.com/learn/borentis-vs-cognifyze/ Title: Borentis vs Cognifyze: Phone Capture vs In-Store Sensors Comparison # Borentis vs Cognifyze: Phone Capture vs In-Store Sensors By Borentis Research · Comparison · Updated 13 September 2026 · 6 min read Cognifyze and Borentis share a thesis: measure every in-person sales conversation, a census rather than a sample, and coach from it daily. They part ways on the first design decision, how the audio is captured. Cognifyze uses a discreet in-store sensor. Borentis uses the advisor's own phone with consent taken per conversation. Most of the other differences follow from that choice. ## What Cognifyze is Cognifyze scores face-to-face sales interactions against a playbook (approach, needs discovery, offer, objection handling, close) and returns daily coaching to store managers. A discreet in-store sensor captures interactions with consent, without identifying any individual shopper, aligned with GDPR and regional data-protection law. It describes itself as measuring 100% of interactions, a census not a sample, and publishes case figures including a conversion lift and a measured ROI, with a free executive diagnostic and an auditable ROI baseline for pilots. ## What Borentis is Borentis scores every consented conversation against the retailer's own playbook, with the transcript lines behind every score, and goes further into the sales process: a lead when a number is shared, a follow-up brief written from the conversation, objection and competitor intelligence, and coaching from the floor's best conversations. Capture is on the advisor's phone, consent is per conversation and evidenced, and the design follows India's DPDP Act: notice, consent, purpose, retention, audio deleted after transcription. ## The capture trade-off, honestly The sensor wins on adoption: it does not need anyone to tap record. The phone wins on consent evidence, on audio quality per conversation, on cost, and on the ability to turn a conversation into a lead, which requires the customer to have agreed to be contacted. In India, where DPDP makes the retailer accountable for notice and consent per data principal, the per-conversation model is the easier one to defend. QuestionAdvisor's phone (Borentis)In-store sensor (Cognifyze) | Hardware | None | Sensor per counter or zone | Depends on advisor adoption | Yes, and non-recording is visible per advisor | No | Start and end of a conversation | Explicit | Inferred from continuous audio | Overlapping conversations | One per recording | Separated in software | Consent | Per conversation, on the customer's phone or spoken; evidence per recording | Signage-based, shopper not identified | Works outside the store (home visits, events, site visits) | Yes | No | Lead from the conversation | Yes, with the customer's consent to be contacted | Not the design goal; shoppers are anonymous ## Where Cognifyze is the better fit - Floors where advisor adoption is the dominant risk and management prefers capture that does not depend on behaviour. - European deployments aligned to GDPR, where anonymous-shopper analytics is the model. - Buyers who want a vendor-run ROI diagnostic before a pilot. ## Where Borentis is the better fit - Indian floors and languages, under DPDP. - Retailers who want the conversation to become a lead and a follow-up, not only a score. - Advisors who sell outside the store: home visits for furniture, site visits for real estate, events for automotive. - Brands whose promoters work in stores the brand does not own, where installing a sensor is not an option. ## Frequently asked questions ### Does Cognifyze work in India? Its public material references GDPR and regional data-protection law without naming markets or languages. Ask them directly about Indian languages and DPDP. ### Is phone capture reliable enough without a sensor? Coverage is measured per advisor against footfall and is visible every morning, so adoption is managed rather than hoped for. Top performers adopt first because the scorecard shows their work. ### Can Borentis identify a customer? Only when the customer shares a number with consent, for the purpose of follow-up. In every aggregate report customers are anonymous. ## Related reading - Capture in-store conversations: the five design decisions - Phone capture or installed hardware? ## Where Borentis applies this - Compliance & Consent: Proof of what was said at the counter. - Playbook Adherence: Your playbook, finally observed. - Walk-in Recovery: The customer who left is still yours. 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. Book a walkthroughSee the solutions → --- URL: https://borentis.com/learn/borentis-vs-gong/ Title: Borentis vs Gong: Conversation Intelligence for the Retail Floor vs the Sales Call Retail Conversation Intelligence # Borentis vs Gong: the retail floor vs the sales call By Borentis Research · Comparison · Updated August 2026 · 5 min read Borentis and Gong are both “conversation intelligence” platforms, but they capture two completely different conversations. Gong is the category leader for digital sales calls. Borentis is built for the physical retail floor. This isn't better-vs-worse; it's two tools for two different jobs. Here's how to tell which one you need. ## The one-line difference Gong analyses the Zoom call and the phone call. Borentis analyses the walk-in, the face-to-face conversation on the store floor. ## Where the conversation happens Gong is built for B2B revenue teams: it records and analyses sales calls and meetings over the network, surfaces deal risk, and coaches reps. It assumes a clean single-channel stream, a live internet connection, and largely one language. Borentis is built for retail: it captures the in-store conversation between a shopper and a store advisor, noisy ambient audio, multiple speakers, patchy connectivity, and code-switched Indian speech, and turns it into an execution score and a coaching workflow for the floor. ## Four differences that decide it - Offline-first capture. Gong is cloud-native and always-online. Borentis buffers locally and syncs later, so a dead zone on the shop floor never loses a conversation. - Indian-language depth. Gong is English-first. Borentis handles 50+ Indian languages including code-switched Hinglish, the way real store conversations actually sound. - In-store execution scoring. Gong scores call activity and deal health. Borentis scores in-store execution via the Borentis Score, pitch adherence, product knowledge, competitor defence, objection handling, follow-up rate, intent captured. - Attributed retail revenue. Gong ties insight to the sales pipeline. Borentis ties it to the walk-in: automated WhatsApp/SMS/voice follow-up with the recovered sale attributed back to the original floor conversation. ## Side by side GongBorentis | Conversation | Digital sales calls & meetings | In-store, face-to-face | Audio | Clean VoIP stream | Noisy, multi-speaker, ambient | Connectivity | Always online | Offline-first | Language | English-first | 50+ Indian languages incl. Hinglish | Scoring | Deal health, call activity | In-store execution (Borentis Score) | Outcome | Pipeline & forecast | Attributed retail revenue + follow-up | Best for | B2B software / call-based sales | Indian retail floors ## Which should you choose? Choose Gong if your revenue is made on calls and video meetings, B2B software, inside sales, tele-sales. It's the mature leader for that world. Choose Borentis if your revenue is made on the floor, a shopper and an advisor, in person, across Indian languages, often offline. That's the conversation Gong was never built to hear, and the one Borentis is built for. Many retailers run both: Gong for the head-office and tele-sales teams, Borentis for the stores. They don't compete, they cover different halves of the conversation. ## Where Borentis applies this - Execution Scorecards: See the floor before the P&L does. - Walk-in Recovery: The customer who left is still yours. - Compliance & Consent: Proof of what was said at the counter. About Borentis, Borentis is an AI-powered retail conversation intelligence platform built for Indian retail floors, enabling brands to capture, score, and act on every in-store sales conversation through audio-first (video-ready) capture, in-store execution scoring, and automated omnichannel follow-up. Book a walkthroughCompare all RCI tools → This comparison reflects publicly available information about Gong as of August 2026, based on its own product descriptions, and is intended as a neutral, factual category comparison. Gong is a trademark of its respective owner. Verify current specifics with each vendor. --- URL: https://borentis.com/learn/borentis-vs-instore-ai/ Title: Borentis vs InStore.ai: Retail Conversation Intelligence Compared Comparison # Borentis vs InStore.ai: Retail Conversation Intelligence Compared By Borentis Research · Comparison · Updated 13 September 2026 · 5 min read InStore.ai and Borentis both analyse in-store conversations to tell retailers and brands what is happening on the floor. InStore.ai is a US product oriented to operators and consumer brands, with thematic Pulse reports, an Ask InStore query tool and alerts. Borentis is built for Indian retail floors and goes from the conversation to the lead, the follow-up and the coaching. Here is how they differ. ## What InStore.ai is InStore.ai captures and analyses real customer conversations in stores to surface operational issues, product feedback and revenue opportunities. Its public material describes Pulse Reports (thematic reports on trends, breakdowns and coaching moments), Ask InStore (plain-language questions answered from frontline data), alerts for facility issues, missed sales and rising risks, and recognition and coaching for store staff. It addresses store associates through to CXOs on the retailer side and account managers through to CXOs on the brand side. Its published partnerships are in US convenience retail. The capture method, languages and pricing are not disclosed on its homepage. ## What Borentis is Borentis captures consented conversations on the advisor's phone, scores each against the retailer's playbook with an evidence trail, creates a lead when a number is shared, prepares the follow-up, and aggregates objections, competitors and unmet demand. Ask Prajna answers plain-language questions over the same data. It is built for India: Hindi, English, Hinglish and regional languages, and consent designed for the DPDP Act. ## Side by side BorentisInStore.ai | Home market | India | United States | Typical floor | Assisted sales: automobile, telecom, durables, jewellery, real estate, education | Convenience and frontline retail | Capture | Advisor's phone, one tap, consented, offline-first | Not disclosed publicly | Languages | Hindi, English, Hinglish; regional per client | Not disclosed publicly | Primary output | Playbook scores with evidence, leads, follow-up briefs, coaching heatmaps | Pulse reports, alerts, recognition | Ask the data | Ask Prajna | Ask InStore | Consent and retention | Consent before capture; audio deleted after transcription; DPDP-aligned | Privacy policy; specifics not on homepage ## Where InStore.ai is the better fit - US convenience and frontline retail, where it has published partnerships and a mature reporting layer. - Operators whose first need is operational signal (facility issues, execution gaps) rather than sales conversion. - Brands with US retail partners who want frontline sentiment across many stores. ## Where Borentis is the better fit - Indian floors and languages, with consent built for Indian law. - Considered purchases where the conversation should become a lead and a follow-up. - Retailers who coach from evidence: the transcript lines behind every score, and a heatmap of theme against advisor. - Brands in Indian multi-brand retail who need the promoter's pitch, the shopper's objections and the rival named at the shelf. ## Frequently asked questions ### Do both products answer questions in plain language? Yes. InStore.ai has Ask InStore; Borentis has Ask Prajna. Both answer from the captured conversations rather than from a dashboard filter. ### Is InStore.ai available for Indian retailers? Its public material is US-focused and does not list Indian languages. Ask them directly. ### Which is better for a brand rather than a retailer? Both serve brands. InStore.ai's brand offer is oriented to US retail partners; Borentis's Brand Voice-of-Customer is built around the promoter's phone in Indian multi-brand stores. ## Related reading - Best retail conversation intelligence tools in India - Borentis vs tolqAI ## Where Borentis applies this - Brand Voice-of-Customer: The focus group hiding in plain sight. - Playbook Adherence: Your playbook, finally observed. - Objection Intelligence: The reason they did not buy, in their own words. 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. Book a walkthroughSee the solutions → --- URL: https://borentis.com/learn/borentis-vs-tolqai/ Title: Borentis vs tolqAI: In-Person Conversation Intelligence Compared Comparison # Borentis vs tolqAI: In-Person Conversation Intelligence Compared By Borentis Research · Comparison · Updated 13 September 2026 · 6 min read Borentis and tolqAI both analyse in-person sales conversations and score them against a sales playbook so managers can coach without listening to every recording. They differ on how the audio is captured, which languages and markets they are built for, and how consent is designed. This page sets the two side by side from their own public material. ## What tolqAI is tolqAI analyses in-person sales conversations and turns them into manager dashboards: a conversation score, completion rate by stage (establishing contact, needs identification, presentation, objection handling, closing) and coaching insights, with location and employee comparison. Audio comes from lightweight wearable microphones or existing audio sources; the DJI Mic Mini is named as compatible. It supports English and Arabic including Gulf dialects and Arabic-English code-switching, and lists retail, luxury, automotive, hospitality, healthcare, beauty, jewellery and furniture as target industries. Personal data is removed from transcripts before analysis, retention is configurable and access is role-based. ## What Borentis is Borentis is the Agentic Operating System for Customer Interactions, built for Indian retail floors. The advisor records a consented conversation on their own phone with one tap; the conversation is scored against the retailer's playbook with every score linked to the transcript lines behind it; a lead is created the moment a number is shared; objections, competitors and unmet demand roll up as market signal; and coaching comes from the floor's own best conversations. Languages are Hindi, English and Hinglish, with other Indian languages enabled per client. Consent is taken before capture on the customer's own phone or by spoken code, and audio is deleted after transcription. ## Side by side BorentistolqAI | Capture | Advisor's phone, one tap, offline-first | Wearable microphones or existing audio sources | Hardware to buy | None | Microphones per advisor | Consent | Per conversation, before capture, evidenced (QR, WhatsApp, spoken code) | Privacy-first design; personal data removed from transcripts; consent mechanism not detailed publicly | Languages | Hindi, English, Hinglish; regional languages per client | English, Arabic incl. Gulf dialects and code-switching | Home market | India | Gulf and Middle East | Scoring | Retailer's own playbook per vertical; evidence trail on every score | Five-stage playbook with completion rates | Beyond scoring | Leads created from the conversation, follow-up briefs, objection and competitor intelligence, unmet demand, brand voice-of-customer | Coaching insights, location and employee comparison | Audio retention | Deleted after transcription; transcript retention set by the retailer | Configurable ## Where tolqAI is the better fit - Arabic-speaking floors. Gulf dialect support with English mixing is a real strength and Borentis does not offer it. - Teams that prefer a fixed microphone setup and do not want adoption to depend on the advisor tapping record. - Hospitality and healthcare settings where a conversation does not end in a lead. ## Where Borentis is the better fit - Indian floors, in Hindi, Hinglish and regional languages, with consent designed for India's DPDP Act. - Retailers who want the conversation to become a lead and a follow-up, not only a score. - Brands selling through multi-brand retail, where the promoter's phone is the only capture option in a store the brand does not own. - Buyers who want to see the transcript lines behind every number before they trust it. ## How to decide Ask both vendors for the same thing: a noisy recording from your own floor, in your own language, scored against your own playbook, with the evidence shown. The one that does that in your language, on your consent terms, with no hardware to install, is the one to pilot. ## Frequently asked questions ### Is tolqAI available in India? tolqAI's public material describes English and Arabic support and Gulf-region industries. It does not list Indian languages. Check with them directly for India deployments. ### Does Borentis need microphones like tolqAI? No. The advisor's own phone is the device. Nothing is installed in the store. ### Can either product work for a brand in a store it does not own? Borentis is built for that case through the promoter's phone. tolqAI's wearable approach could apply to a promoter, but its public material addresses store operators rather than brands. ## Related reading - Best retail conversation intelligence tools in India - In-store conversation intelligence: a buyer's guide ## Where Borentis applies this - Playbook Adherence: Your playbook, finally observed. - Competitor Defence: Hear the rival the moment your customer names them. - Walk-in Recovery: The customer who left is still yours. 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. Book a walkthroughSee the solutions → --- URL: https://borentis.com/learn/capture-in-store-conversations/ Title: Capture In-Store Conversations: The Last Unmeasured Channel in Retail Retail Conversation Intelligence # Capture In-Store Conversations: The Last Unmeasured Channel in Retail By Borentis Research · Guide · Published September 2026 · 7 min read Capturing in-store conversations means recording, with the customer's consent, the conversation between a walk-in shopper and a store advisor, transcribing it, and turning it into structured data: what the customer wanted, what the advisor said, which objections came up, and whether the steps that close a sale were actually taken. It is the step every other piece of retail intelligence depends on, and the one most retailers have never done. ## A website visit produces forty events. A store visit produces zero. A shopper on your website leaves a trail: pages, dwell time, the product compared, the cart abandoned. A shopper who walks into your showroom, spends twenty minutes with an advisor, names a competitor, states a budget and asks about EMI leaves nothing. What the brand learns about that conversation is whatever the advisor chose to type into a CRM afterwards, which is usually nothing. For a car, a phone plan, a mattress or a ring, that conversation is where the decision is made. It is the highest-value moment in the customer journey and the only one that is still completely unmeasured. Mystery shopping samples one visit a quarter, and the advisor generally knows. Floor walks audit whoever is on shift. Neither hears the conversation where the sale is won or lost. ## What capture actually involves Done properly, capture is five decisions, and most of the failed attempts in this category got at least two of them wrong. ### 1. Consent comes first, and it happens in the conversation India's Digital Personal Data Protection Act makes the retailer the Data Fiduciary: it sets the purpose, gives notice and obtains consent. In practice that means store signage (“conversations in this store may be recorded for quality, training and follow-up”) and a disclosure line from the advisor. The elegant version makes the disclosure a scored step in the sales playbook, so every conversation carries evidence that it was said. Compliance becomes something you can audit rather than assume. ### 2. The advisor's phone is the device No hardware to buy, install or maintain. The advisor taps record at the start of a conversation and stops at the end. That is the entire job. Ambient, always-on microphones are the alternative, and they are harder on every axis: overlapping conversations, no clear start and end, and a consent basis that rests on signage alone. Deliberate, consented capture gives cleaner audio and a stronger legal footing. ### 3. Offline first Showrooms have basements, malls have dead zones and small-town connectivity is what it is. Recording has to continue with no network and upload when the signal returns, with the app showing per-conversation sync status so nothing silently disappears. ### 4. Transcription that understands the floor Indian showroom speech is code-switched: a Hindi sentence with an English model name, an EMI figure and a competitor's brand in the middle of it. Speech recognition tuned for Hinglish and Indian English now handles this at usable accuracy. The safeguard that matters more than any accuracy claim is explainability: every score should link back to the transcript lines that produced it, so a manager can check a surprising number in seconds instead of trusting it blindly. ### 5. The audio is deleted The recording is a liability, not an asset. Once transcribed, the audio should be deleted with the deletion timestamped, and only the transcript and the structured analysis retained, for a window agreed with the retailer. Intent scores and other short-lived signals should expire on their own. This is what turns “we record customers” into a posture a legal team can sign. ## What the conversation becomes Capture on its own is a pile of transcripts. The point is what the transcript turns into, automatically, within minutes of the conversation ending: - A lead, if a number was shared. The name and phone number are extracted, the lead is created, scored for buying intent and assigned to the advisor with a follow-up date. No form was filled. - A playbook score. Greeting, need discovery, the hero-feature pitch, objection handling, offers and finance, closing and asking for the number: each step covered or missed, per conversation, per advisor. - Market signal. Which competitor was named against which model, what budget the customer stated, which objection is spiking in which city this week. Every conversation feeds it, whether or not it produced a lead. - Coaching evidence. Not “work on your closing” but the exact moment on Tuesday where the close was skipped, next to what a top advisor said at the same moment. ## “Our advisors will not record” This is the first objection in every room, and it is the right one to raise. The answer is that capture removes reporting rather than adding to it. The advisor does not fill anything in; the AI does the data entry. Adherence cannot be faked, because it is scored from the audio. The only way to game the system is not recording at all, and silence is the one thing that is impossible to hide: the advisor who recorded nothing is a named row on the coverage report, and the store manager sees it before the first customer walks in. After the first fortnight the incentive flips. Recording is how an advisor's leads get credited to them, how a hot walk-in is not poached, and how they prove they handled a difficult customer well. Top performers adopt first, because the leaderboard makes their work visible for the first time. ## How to start Not with a rollout. With a paid pilot in a handful of stores, twelve weeks long, measured against the baseline you have today on five things agreed before week one: recording coverage, lead capture rate, follow-up within the agreed window, playbook adherence trend, and conversion on captured leads. Two weeks to configure the playbook, agree the consent wording and train the advisors; eight weeks of running; two weeks to decide. The result of a good pilot is not a slide claiming a lift. It is the first time the brand knows its real capture rate, its real adherence and its real follow-up performance, and exactly where the lift will come from. ## Frequently asked questions ### Is it legal to record customer conversations in a store in India? Yes, with notice and consent. Under the Digital Personal Data Protection Act, the retailer is the Data Fiduciary and must give notice (store signage) and obtain consent for the purpose stated. The cleanest mechanism is a disclosure line from the advisor, which can itself be a scored step so every conversation carries evidence it was said. ### Do advisors have to wear a device or use a special microphone? No. The advisor's own phone is the device. One tap starts the recording and one tap ends it. Ambient always-on microphones are a different, harder and legally weaker approach. ### What happens to the audio afterwards? In a well-designed system the audio is transcribed and then deleted, with the deletion timestamped. The transcript and the structured analysis are what get kept, under a retention window agreed with the retailer. ### Does it work in Hindi and Hinglish, in a noisy showroom? Speech recognition tuned for Indian English, Hindi and code-switched Hinglish now works at usable accuracy on showroom audio. The safeguard is explainability: every score should link back to the transcript lines that produced it, so anything surprising can be checked in seconds. ## Related reading - In-store conversation intelligence: how it works end to end, what it costs, and what to ask a vendor. - Sales interaction monitoring in retail: how capture compares with mystery shopping, floor walks and CCTV. ## Where Borentis applies this - Compliance & Consent: Proof of what was said at the counter. - Walk-in Recovery: The customer who left is still yours. - Playbook Adherence: Your playbook, finally observed. Borentis captures, scores and acts on in-store conversations for Indian retail floors: one-tap, offline-first capture on the advisor's phone, Hinglish-ready transcription, playbook scoring with an evidence trail behind every number, leads created automatically, and audio deleted after transcription. Book a walkthroughWhat is retail conversation intelligence? → --- URL: https://borentis.com/learn/conversation-intelligence-for-car-dealerships-india/ Title: Conversation Intelligence for Car Dealerships in India: The Showroom Conversation, Measured Vertical guide # Conversation Intelligence for Car Dealerships in India: The Showroom Conversation, Measured By Borentis Research · Vertical guide · Updated 15 September 2026 · 7 min read Conversation intelligence for car dealerships captures the showroom conversation between a customer and a sales consultant, with consent, and scores it against the dealership's own process: greeting and need discovery, the walk-around, the test drive offer, finance and exchange, the competitor comparison and the close. It is the part of dealership conversion that CRM dashboards and enquiry counts have never been able to see. ## The blind spot in a dealership A dealership measures enquiries, test drives, bookings and retail. Between the enquiry and the booking sits a twenty-minute conversation that decides everything, and the only record of it is what the consultant types into the DMS afterwards, which is usually a status. Whether the test drive was offered or merely mentioned, whether the exchange bonus was explained, what the customer said when the rival's on-road price came up: unknown. The OEM's mystery audit visits once a quarter, on a script. ## What gets scored on a showroom floor - Need discovery: who is the car for, current vehicle, daily use, budget stated, timeline stated. - Walk-around and feature story: the hero features for the variant, demonstrated rather than listed. - Test drive: offered, taken, or deferred, and the reason. - Finance and exchange: EMI explained in monthly terms, exchange valuation discussed, scheme eligibility stated correctly. - Competitor handling: which rival model was named, the argument, and the consultant's answer. - Close: booking asked for, a date agreed, the number captured, the disclosure line spoken. ## What changes for the dealership - Every enquiry that talked to a consultant becomes a lead with the model, variant, budget, timeline and objection attached, not a name and a status. - The delivery-timeline objection is visible the week it starts rising on a model, before it shows up as lost bookings. - Test-drive offer rate is a number per consultant, and the consultants who convert test drives into bookings become the reference for the rest. - Follow-up briefs are written from the conversation, so the call three days later references the variant and answers the real objection. - Finance disclosure is evidenced per conversation, which matters when a mis-selling query arrives. ## On the floor A dealer group watches delivery timeline overtake price as the top objection on one model for two months. The floor had said price throughout. The customers' own words go to the supply team weeks before the lost bookings would have. On the same report, two consultants who answer the timeline objection with a committed date in writing keep the customer far more often, and their answer becomes the trained one. ## The numbers a dealership pilot should track - Capture rate: consented conversations per consultant against showroom walk-ins. - Test drive offer rate and test drive to booking rate, per consultant. - Playbook adherence by step, with finance and exchange separated out. - Top objections by model and week, in the customer's words. - Competitor mention rate and defence score. - Follow-up within the agreed window, and bookings attributed to a recovered enquiry. ## Consent in a showroom Notice at the entrance and each consultant's desk; consent taken before the conversation on the customer's own phone or by a spoken code; the consultant's disclosure line scored as a step; audio deleted after transcription. The dealership is the Data Fiduciary under India's DPDP Act, and the programme produces the records that role requires. ## Frequently asked questions ### What does a first week of dealership data usually show? Three patterns repeat across showrooms. Test drives are offered in far fewer conversations than consultants estimate, usually under half. The exchange valuation is discussed late or not at all when the customer arrives with a competitor quote. And the customer's stated timeline, the single best predictor of a booking, is captured in the conversation but rarely written into the DMS. All three are fixable in the second week with the transcript lines in hand. ### Does it work in a noisy showroom with Hinglish? Yes. Transcription is tuned for Indian English, Hindi and code-switched Hinglish, and every score links to the transcript lines so a surprising number can be checked in seconds. ### Can it capture the test drive itself? The conversation in the car can be recorded on the consultant's phone like any other. Most dealerships score the showroom conversation and the post-drive conversation as two parts of one visit. ### Does it replace the DMS or CRM? No. It creates and enriches the lead from the conversation and can push it to the DMS; outcomes come back for attribution. ## Related reading - Why walk-ins don't convert - Mystery shopping alternative for Indian retail ## Where Borentis applies this - Walk-in Recovery: The customer who left is still yours. - Objection Intelligence: The reason they did not buy, in their own words. - Competitor Defence: Hear the rival the moment your customer names them. 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. Book a walkthroughFor Retailers → --- URL: https://borentis.com/learn/conversation-intelligence-for-consumer-durables-india/ Title: Conversation Intelligence for Consumer Durables in India: Demos, Attach Rates and the Promoter's Pitch Vertical guide # Conversation Intelligence for Consumer Durables in India: Demos, Attach Rates and the Promoter's Pitch By Borentis Research · Vertical guide · Updated 13 September 2026 · 6 min read Conversation intelligence for consumer durables captures the conversation between a shopper and a promoter or advisor at the shelf, with consent, and scores it on what sells an appliance or a television: the demonstration, the feature story, the finance and exchange offer, the warranty attach, and the answer when a rival brand is named. It works for the brand's promoters in a multi-brand store and for the retailer's own advisors. ## The two floors of durables Durables are sold on two kinds of floor. In the brand's own store the advisor is the brand's. In Croma, Reliance Digital, Vijay Sales or a regional chain, the brand's promoter stands three metres from a rival's, and the retailer keeps the bill. In both, the sale is decided in a conversation about a demonstration, a price point, a finance scheme and a comparison, and in both that conversation has never been measured. ## What gets scored - Demonstration: was the hero feature demonstrated on the product, or quoted from a spec sheet? - Feature story per SKU: the two or three claims that convert for that model, said correctly. - Finance and exchange: no-cost EMI explained in monthly terms, exchange value discussed, scheme eligibility stated right. - Attach: extended warranty, AMC, installation kit, stabiliser, the second appliance, offered or skipped, and the objection when refused. - Competitor mention: which rival, on which model, at what price point, and the promoter's answer. - Launch script: on launch week, the new range's claims and eligibility rules, day-one adherence per store. ## What changes for the brand or retailer - Demo-given rate becomes a number per promoter, and conversion with a demo versus without becomes measurable. - Warranty and finance attach is coached from the promoters who do it well, with their words. - Which 1.5-ton model triggers the rival comparison at which price point, in Chennai versus Delhi, reaches the category team weekly. - A shopper who shares a number with the promoter becomes the brand's lead in a store where the bill was never going to be the brand's. - Launch confusion, such as which old appliance qualifies for exchange, surfaces on day two, not in the launch review. ## On the floor A durables brand launches a festive exchange offer. Mention rates are strong within days, but shoppers are confused about eligibility and promoters answer inconsistently. A one-page eligibility card reaches every store on day four, and the confusion fades by the end of the week. The launch meets its number, and the brand walks into its next retailer meeting with shopper evidence from that retailer's own floors. ## Numbers a durables pilot should track - Capture rate per promoter against shelf footfall. - Demo-given rate, and conversion with versus without a demo. - Attach offered rate and attach conversion for warranty and finance. - Competitor mention rate by model and city, with defence score. - Days to 80% launch-script adherence per store. - Brand-owned leads per store and recovered walk-outs. ## Frequently asked questions ### Does the retailer have to agree to a brand's promoter recording? The promoter is the brand's employee, the shopper consents, and the store carries notice the retailer agrees to. Most brands run it under the promoter agreement they already have; we supply the wording. ### Can it score a demonstration if it cannot see it? The conversation reveals it. A promoter walking a shopper through a feature on the product sounds different from one reading a spec, and the rubric scores the difference. Vision is where the platform extends next. ### Is it useful for the retailer as well as the brand? Yes, on the retailer's own advisors with the retailer's playbook. The same floor can run both, with each party seeing its own people. ## Related reading - Promoter performance tracking for brands - Borentis vs InStore.ai ## Where Borentis applies this - Brand Voice-of-Customer: The focus group hiding in plain sight. - Launch & Offer Execution: Know your launch landed, on day one. - Competitor Defence: Hear the rival the moment your customer names them. 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. Book a walkthroughFor Brands → --- URL: https://borentis.com/learn/conversation-intelligence-for-education-counselling-india/ Title: Conversation Intelligence for Education Counselling in India: Every Counsellor Conversation, Assessed Vertical guide # Conversation Intelligence for Education Counselling in India: Every Counsellor Conversation, Assessed By Borentis Research · Vertical guide · Updated 13 September 2026 · 6 min read Conversation intelligence for education counselling captures the conversation between a counsellor and a student or parent, with consent, and assesses it against the institution's counselling playbook: need discovery, course recommendation, objection handling, value communication and closing. It gives an institution with dozens or hundreds of centres a fair, evidence-based view of every counselling conversation, instead of judging counsellors on enrolment numbers alone. ## The blind spot in a counselling centre Institutions evaluate counsellors on outcomes: walk-ins, follow-ups, enrolments. The counselling conversation that produced those outcomes is heard by nobody else. Whether the counsellor understood the student's target exam and year, recommended the right course rather than the most expensive one, answered the fee objection honestly, explained the scholarship test, or asked for a decision date is unknown. Quality varies by centre and by counsellor, and the variation is invisible until it shows up as conversion. ## What gets assessed - Need discovery: target exam, year, current preparation, strengths and gaps, the parent's concerns. - Course recommendation: the fit explained, batch and format options, why this course for this student. - Objection handling: fees, hostel, distance, a rival institute's offer, a relative's advice. - Value communication: faculty, results, the study plan, without over-promising. - Closing: the scholarship test or next step agreed, a follow-up date, the number captured. - Disclosure: the consent line spoken; fee terms stated correctly. ## What changes for the institution - Evaluation coverage moves from a handful of observed sessions to every consented conversation across the network. - L&D sees which step is missed, where, and opens the conversations that show it; training goes to the counsellor who needs it, on the gap they have. - The best counselling conversations become the reference for new counsellors before their first family. - Fee and hostel objections aggregate by centre and week, in the parent's words, for the admissions and pricing teams. - Follow-ups are written from the conversation, so the call on the agreed date references the course discussed and answers the parent's real concern. ## Consent when the student is a minor Many walk-ins are students under 18 with a parent present. Under India's DPDP Act consent for a minor's data must come from the parent or guardian, so the parent is who consents, on their own phone or by spoken code, before the recording starts. A student alone under 18 is not recorded. Notice sits at the centre entrance and at each counselling desk; audio is deleted after transcription; the institution as Data Fiduciary sets the retention window. ## Numbers a counselling pilot should track - Capture rate per counsellor against walk-ins. - Playbook adherence by step, with need discovery and closing separated. - Enquiry to enrolment conversion on captured conversations. - Follow-up within the agreed window. - Top parent objections by centre and week. - New counsellor time to competence against the network standard. ## Frequently asked questions ### Is the counsellor told how the assessment works? The playbook and the standard are open to the counsellor, and they see their own scorecard and the transcript lines behind it before their manager does. What is not exposed is the scoring method itself. ### Can it assess phone counselling as well as walk-ins? The walk-in conversation is captured today. Calls through a dialer and inbound toll-free calls are on the roadmap so that the visit and the follow-up call become one record. ### Does it recommend courses to students? No. It assesses whether the counsellor's recommendation followed the institution's process. The judgement stays with the counsellor. ## Related reading - How to evaluate sales advisors in retail - DPDP consent notice template for a store or centre ## 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. Book a walkthroughSee the solutions → --- URL: https://borentis.com/learn/conversation-intelligence-for-jewellery-showrooms-india/ Title: Conversation Intelligence for Jewellery Showrooms in India: Making Charges, Exchange and the Family Decision Vertical guide # Conversation Intelligence for Jewellery Showrooms in India: Making Charges, Exchange and the Family Decision By Borentis Research · Vertical guide · Updated 13 September 2026 · 6 min read Conversation intelligence for jewellery showrooms captures the consultation between a family and a sales consultant, with consent, and scores it on what decides a jewellery purchase: understanding the occasion, explaining purity and design, handling the making-charge comparison and the exchange offer, and managing a decision that is rarely made by one person on one visit. It is the vertical where the second visit matters most and is followed up least. ## Why jewellery conversations are different A jewellery purchase is high value, emotional, and usually a family decision across more than one visit. The objection is rarely the metal price, which is public; it is the making charge, the exchange value of old gold, the design that is not in stock, or the relative who has to see it. Consultants know this and handle it by instinct. The showroom has no record of which instincts work, and the customer who said "we will come back on Sunday" is followed up, if at all, with a generic message. ## What gets scored in a consultation - Occasion and need discovery: wedding, gift, investment, daily wear; budget stated; who decides. - Purity and certification explained; design story told; the try-on and the mirror moment. - Making charge: the comparison raised, and the answer, whether value, craftsmanship or the exchange guarantee. - Old gold exchange: valuation explained, the guarantee stated correctly. - Scheme and finance: the saving scheme or EMI offered where relevant. - Close and follow-up: a return visit agreed, a number captured, the design noted. ## What changes for the showroom - The Sunday return visit is followed up with the design, the budget and the family's concern in hand, not a template. - The rival's making-charge campaign shows up in your conversations the week it starts, with the answer that holds customers spread to every consultant. - Consultants are compared on the conversation, so a smaller showroom's best consultant is visible to the network. - Designs asked for and not stocked reach merchandising as a list, by showroom, weekly. ## On the floor A jewellery chain sees a rival's making-charge offer named in one conversation in four at two mall showrooms, up from one in ten. Most consultants match the discount. One, Priya at the flagship, answers with the exchange-value guarantee and keeps the customer far more often. Her wording becomes the trained answer within a week, and the category team takes the mention curve into the pricing review as evidence. ## Numbers a jewellery pilot should track - Capture rate per consultant against showroom walk-ins. - Return-visit rate on followed-up customers versus the baseline. - Making-charge objection frequency and defence score. - Exchange offer mention rate and conversion. - Unmet design requests by showroom. - Sales attributed to a recovered first visit. ## Frequently asked questions ### Families often speak in a regional language. Is that supported? Hindi, English and Hinglish today, with regional languages enabled per client during the pilot. The evidence trail lets a manager check any transcript line. ### Is a customer's purchase amount recorded? What is said in the conversation is transcribed; billing data stays in the billing system. Customers are anonymous in every aggregate report. ### How is consent taken discreetly in a luxury setting? A QR card on the consultation table, scanned on the customer's own phone, or the consultant's spoken disclosure with a code. Nothing is recorded until then. ## Related reading - Why walk-ins don't convert - How to evaluate sales advisors in retail ## Where Borentis applies this - Walk-in Recovery: The customer who left is still yours. - Competitor Defence: Hear the rival the moment your customer names them. - Unmet Demand Signals: Demand for what you did not have. 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. Book a walkthroughSee the solutions → --- URL: https://borentis.com/learn/conversation-intelligence-for-telecom-stores-india/ Title: Conversation Intelligence for Telecom Stores in India: Port-Ins, Plan Upgrades and the Counter Conversation Vertical guide # Conversation Intelligence for Telecom Stores in India: Port-Ins, Plan Upgrades and the Counter Conversation By Borentis Research · Vertical guide · Updated 13 September 2026 · 6 min read Conversation intelligence for telecom stores captures the counter conversation between a customer and a store executive, with consent, and scores it against the operator's process for the interaction type: a new connection, a port-in, a plan upgrade, a SIM exchange, a complaint. Telecom is the vertical where the conversation is short, the volume is enormous, the rules are strict, and the difference between a retained customer and a churned one is a sentence. ## Why telecom is different A telecom store runs hundreds of short conversations a day across a network of thousands of stores, many of them partner-owned. The operator's playbook has mandatory steps (identity verification, tariff disclosure, consent for value-added services) alongside sales steps (the plan comparison, the family or fibre attach, the handset offer). A mystery audit of a few hundred stores a quarter cannot see the counter at scale, and the customer's reason for porting out is never recorded at the moment it is said. ## What gets scored at the counter - Interaction type recognised: new connection, port-in, upgrade, SIM exchange, complaint, so each is scored on its own rubric. - Mandatory steps: KYC completed and stated, tariff and validity disclosed, consent for add-ons taken explicitly. - The plan comparison: current plan understood, the right upgrade recommended, the difference explained in monthly terms. - Retention moments: the reason a port-out customer gives, and whether the executive offered the retention path. - Competitor offers named, with the executive's answer. - Fatal errors flagged: a misstatement of price or validity, a missing consent. ## What changes for the operator - Compliance becomes evidenced per interaction rather than assumed per store, with a record of what was said when a complaint arrives. - Port-out reasons aggregate by circle and week, in the customer's words, weeks before churn reports. - The executives who convert port-ins and upgrades become the standard for partner stores, where training reach is weakest. - A rival's new tariff appears in the counter conversations the day it launches. ## On the floor An operator's pilot rubric separates port-in conversations from upgrades. In the first fortnight it shows that partner stores state validity correctly in most conversations but skip the add-on consent step in a third of them. The fix is one line in the disclosure and a targeted nudge to the stores that miss it, with the transcript lines as evidence. Compliance moves before the next audit cycle would have found it. ## Numbers a telecom pilot should track - Capture rate per executive against counter footfall. - Mandatory-step adherence by store type (owned vs partner). - Fatal error rate and time to correction. - Port-in and upgrade conversion on captured conversations. - Top port-out reasons by circle, weekly. ## Frequently asked questions ### Can it score different interaction types differently? Yes. The rubric is per interaction type: a port-in, a SIM exchange and a complaint are scored on their own steps, with mandatory compliance steps shared. ### How does consent work for a two-minute counter interaction? The spoken-code method: the executive shows the consent text and a two-digit code, the customer reads it out, and that sentence opens the recording. No link, no wait. ### Does it work in partner-owned stores? Yes, through the executive's phone under the partner agreement, with the operator's notice at the counter. That is where the visibility gap is largest. ## Related reading - Is recording customers legal in an Indian store? - Promoter performance tracking ## Where Borentis applies this - Compliance & Consent: Proof of what was said at the counter. - Playbook Adherence: Your playbook, finally observed. - Competitor Defence: Hear the rival the moment your customer names them. 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. Book a walkthroughSee the solutions → --- URL: https://borentis.com/learn/conversation-intelligence-vs-cctv-footfall-analytics/ Title: Conversation Intelligence vs CCTV and Footfall Analytics: How Many vs Why Comparison # Conversation Intelligence vs CCTV and Footfall Analytics: How Many vs Why By Borentis Research · Comparison · Updated 13 September 2026 · 5 min read Footfall analytics and CCTV-based store analytics count and locate people: how many entered, where they dwelt, how long they waited, how many left without buying. Conversation intelligence captures what was said between a customer and an advisor and why the sale was won or lost. The first answers how many. The second answers why. A retailer that owns only the first knows the size of the problem and nothing about its cause. ## What footfall and CCTV analytics measure Sensors and camera analytics (V-Count, Dor, TraxSales, TangoEye and others) count visitors, exclude staff, map dwell zones, measure queue time and divide transactions by visitors to produce a walk-in conversion rate, sometimes per associate. They are objective, continuous and need no behaviour from the floor. For layout, staffing and conversion benchmarking they are the right instrument. ## What they cannot tell you - Why the 60% who left did not buy. Price, delivery, a spouse to consult, a competitor's offer, a feature nobody explained. - Whether the advisor did the demo, mentioned the offer, answered the objection or asked for the number. - Which competitor was named, against which model, and what was said back. - What the customer asked for that you did not have. - Anything that would let you recover the customer who left, because no number was captured and nothing was said that could be followed up. ## Side by side Footfall and CCTV analyticsConversation intelligence | Unit | Visitor | Conversation | Answers | How many, where, how long | Why, what was said, what was missed | Depends on floor behaviour | No | Advisor taps record; coverage is measured | Consent | Signage; anonymous counting | Per conversation, evidenced; audio deleted after transcription | Recovers a lost customer | No | Yes, when a number was shared | Coaches the advisor | Associate-level conversion at best | Step by step, with the transcript lines | Best for | Layout, staffing, benchmarking | Sales quality, coaching, leads, market signal ## Why the pair is stronger than either Footfall gives conversation intelligence its denominator: capture rate is consented conversations divided by walk-ins, and it is the number that keeps every score honest. Conversation intelligence gives footfall its explanation: the store with the same traffic and lower conversion is losing customers at the finance step, or to a named rival. Borentis is voice first; combining it with a store's existing cameras, so voice answers why and vision answers how many from the same floor, is where the platform is heading. ## Privacy, plainly Camera analytics is anonymous counting under signage. Conversation capture identifies a customer only when they share a number, with consent, for follow-up, and keeps them anonymous everywhere else. Under India's DPDP Act both need notice; only the second produces per-customer consent evidence, which is the stronger position if a complaint ever arrives. ## Frequently asked questions ### Can conversation intelligence replace a people counter? No. It does not count visitors. It explains what happened to the ones who talked to an advisor. Keep the counter for the denominator. ### Does CCTV analytics record audio? Products in this category count and track; they do not transcribe conversations. Some retailers assume cameras hear the floor. They do not. ### Which should a retailer buy first? If conversion is unknown, the counter. If conversion is known and low, the conversation, because that is where the cause lives. ## Related reading - Walk-in conversion tracking in retail - Why walk-ins don't convert ## Where Borentis applies this - Walk-in Recovery: The customer who left is still yours. - Objection Intelligence: The reason they did not buy, in their own words. - Execution Scorecards: See the floor before the P&L does. 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. Book a walkthroughSee the solutions → --- URL: https://borentis.com/learn/dpdp-consent-notice-retail-store-template/ Title: DPDP Consent Notice for a Retail Store: Template for Recording Customer Conversations DPDP guide # DPDP Consent Notice for a Retail Store: Template for Recording Customer Conversations By Borentis Research · DPDP guide · Updated 13 September 2026 · 7 min read A DPDP consent notice for a retail store is the written notice and consent wording a retailer uses, under India's Digital Personal Data Protection Act 2023, to tell customers that conversations may be recorded, for what purpose, for how long, and how to withdraw. Below is a template for each surface: the entrance sign, the desk card, the advisor's spoken line, the consent page and the withdrawal notice, followed by what the Act expects you to be able to show. ## What the Act requires of the notice The DPDP Act makes the retailer the Data Fiduciary. Before or at the time of seeking consent, the fiduciary must give notice of the personal data being collected and the purpose, how the customer can exercise their rights and withdraw consent, and how to complain to the Data Protection Board. Consent must be free, specific, informed, unconditional and unambiguous, given by a clear affirmative action, and limited to the stated purpose. The Retailers Association of India's guidance for members says the same in retail terms. ## Template 1: entrance notice (signage) Conversations with our advisors in this store may be recorded, with your consent, for quality, training and follow-up. Recordings are transcribed and the audio is deleted. You can decline, and you can withdraw consent at any time. Details and contact: [store name], [privacy email], [phone]. ## Template 2: desk card (at each counter) We may record this conversation to serve you better and to train our team. We will ask for your consent first. Say no at any time and nothing will be recorded. Your details are used only to follow up on this enquiry and are kept for [retention period]. Scan to read the full notice. ## Template 3: the advisor's disclosure line Hindi: "Aapki zaroorat sahi se samajhne ke liye, kya main apna digital assistant use kar sakta hoon? Aap apne phone par dekh kar accept kar sakte hain, ya bas haan boliye aur screen par likha code padh dijiye." To help me capture your requirements accurately without taking notes while we talk, may I use our digital conversation assistant? You can review and accept on your phone, or just say yes and read the code on my screen. ## Template 4: consent page (QR or WhatsApp link) [Retailer] would like to record and transcribe this conversation to understand your requirements, improve our service and follow up on your enquiry. The audio is deleted after transcription. Your name and phone number, if you share them, are used only for follow-up and kept for [retention period]. You can withdraw consent by [method]. Questions and complaints: [privacy email]. You may also approach the Data Protection Board of India. [Accept and start] [Decline] ## Template 5: withdrawal and erasure wording To withdraw consent or ask us to delete your details, message [number] or email [privacy email] with the date and store. We will confirm within [n] working days. ## What to keep as a record - Per conversation: consent method (QR, link, spoken code), time, the notice version shown, and the advisor's disclosure line as part of the transcript. - Audio deletion timestamp per conversation. - Transcript retention period and the deletion job that enforces it. - The withdrawal log: requests received and actions taken. - The data processing agreement with the software vendor, which acts as Data Processor on your instructions. ## Generate your own The free DPDP consent notice generator at /tools/dpdp-consent-notice-generator/ fills these templates with your store name, purposes, retention period and contact, in English and Hindi, and gives you a printable sign, a desk card and a consent page text in one go. It is not legal advice; have your counsel confirm the wording for your case. ## Frequently asked questions ### Is signage alone enough consent under DPDP? Signage is notice, not consent. The Act asks for a clear affirmative action for the stated purpose. A tap on the customer's own phone or a spoken confirmation recorded at the start of the conversation is that action; walking past a sign is not. ### What if the customer is under 18? Consent must come from the parent or guardian. In education counselling and similar settings the parent present is who consents; a minor alone is not recorded. ### Do we have to keep the audio? No, and it is safer not to. Delete after transcription, timestamp the deletion, and keep only the transcript for the agreed window. ### Is this legal advice? No. It is a working template based on the Act and published retail guidance. Confirm the wording with your counsel. ## Related reading - Free DPDP consent notice generator - Is recording customers legal in an Indian store? - Capture in-store conversations: consent first ## Where Borentis applies this - Compliance & Consent: Proof of what was said at the counter. - Walk-in Recovery: The customer who left is still yours. 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. Book a walkthroughOpen the consent notice generator → --- URL: https://borentis.com/learn/gong-alternative-for-retail-stores/ Title: Gong Alternative for Retail Stores: Conversation Intelligence for the Shop Floor Comparison # Gong Alternative for Retail Stores: Conversation Intelligence for the Shop Floor By Borentis Research · Comparison · Updated 13 September 2026 · 6 min read A Gong alternative for retail stores is conversation intelligence that captures the face-to-face conversation between a customer and an advisor on the shop floor, rather than a phone call or a video meeting. Gong, Chorus, Observe.ai and Clari Copilot are excellent at the call. They have no way to hear a showroom, and their scoring measures the wrong things for one. This page explains what changes, and what to look for instead. ## Why call tools cannot be pointed at a store - Capture. A call tool records through the dialer or the meeting platform. A showroom has neither. The audio has to come from a phone in the advisor's hand or a sensor in the ceiling. - Consent. On a call, consent is a recorded announcement. In a store it has to be taken from a person standing in front of you, and in India it has to satisfy the DPDP Act per customer. - Audio. Two clean voices on a headset versus a noisy floor, three speakers, music, and a Hindi sentence with an English model name in it. - What is scored. Talk ratio, filler words and call length are meaningless on a floor. What matters is whether the demo was given, the offer mentioned, the objection answered and the number asked for. - What happens next. A call tool updates a CRM opportunity. A floor conversation has to become a lead from nothing, with a follow-up date, because the customer walked in with no record. ## What to look for in a retail alternative - Capture that works on the advisor's phone, offline, with consent taken before recording starts. - Transcription tuned for your languages. For India that means Hindi, English and code-switched Hinglish, not English-first models. - Scoring against your playbook, per vertical, with the transcript lines behind every score. - A lead created from the conversation when a number is shared, scored for intent, with a follow-up drawn from what was said. - Market signal: objections, competitors named, unmet demand, by store and week. - Coaching from your own best conversations, not a generic script. - Audio deleted after transcription and retention set by you. ## Gong-style tools vs floor conversation intelligence Gong, Chorus, Observe.ai, Clari CopilotBorentis | Setting | Phone, video meeting, contact centre | Shop floor, showroom, counselling desk, home visit | Capture | Dialer or meeting integration | Advisor's phone, one tap, consented, offline-first | Languages | English-first, some multilingual | Hindi, English, Hinglish; regional per client | Scored on | Talk ratio, keywords, deal risk, call stages | Your playbook steps: demo, offer, objection, close, disclosure | Lead creation | Updates existing CRM deals | Creates the lead from the conversation | Best for | Inside sales, SaaS, contact centres | Automobile, telecom, durables, jewellery, real estate, education ## When Gong is still the right answer If your revenue is closed on calls and video, buy Gong or a peer and do not look further; nothing built for the floor will match them there. If your revenue is closed in a store and your phone calls are follow-ups to a visit, the floor tool is the system of record and the call is a second conversation attached to it. Borentis is built for the second case, with call capture on the roadmap so the visit and the follow-up call become one story. ## Frequently asked questions ### Can Gong record in-store conversations at all? Not as a product. It has no capture path for a face-to-face conversation and no consent model for one. Some teams have tried recording on a phone and uploading; the scoring is still built for calls. ### Is Observe.ai different from Gong for retail? Observe.ai is built for contact centres rather than sales calls, but the same limitation applies: the audio comes from telephony, not a floor. ### What does a retail alternative cost compared with Gong? Retail tools price per store per year rather than per seat, with paid pilots first. Ask for the cost drivers: speech recognition per minute and analysis per conversation. ## Related reading - Borentis vs Gong: the retail floor vs the sales call - What is retail conversation intelligence? ## Where Borentis applies this - Playbook Adherence: Your playbook, finally observed. - Walk-in Recovery: The customer who left is still yours. - Coaching from Best Conversations: Your best advisor, teaching everyone. 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. Book a walkthroughSee the solutions → --- URL: https://borentis.com/learn/how-indian-retailers-use-conversation-intelligence/ Title: How Indian Retailers Use Conversation Intelligence on the Shop Floor Retail Conversation Intelligence # How Indian Retailers Use Conversation Intelligence on the Shop Floor By Borentis Research · Guide · Updated August 2026 · 6 min read Conversation intelligence is well understood for sales calls. On the physical retail floor, where most high-consideration buying in India still happens, it's a newer, and arguably higher-value, application. Here's what Indian retailers actually do with it. The premise is simple: the moment a trained advisor is standing in front of a ready-to-buy shopper is the most valuable, and least measured, event in retail. Conversation intelligence instruments that moment. These are the use cases we see most on the Indian floor. ## 1. Measuring pitch adherence at scale Brands invest heavily in training a pitch, the demo flow, the hero features, the financing offer. Conversation intelligence checks whether it's actually being delivered, store by store and advisor by advisor, across every conversation rather than a handful of mystery shops. Gaps show up as a score, not a hunch. ## 2. Winning the competitor conversation In electronics and mobile especially, the sale is often lost to “let me check the shop next door.” Retailers use conversation intelligence to see how often the competitor comes up, how advisors respond, and which rebuttals actually hold the customer, then coach the winning ones across the network. Competitor defence becomes a trainable, measured skill. ## 3. Understanding why customers walk out Every store leaks demand. Conversation intelligence surfaces the real objections, price, EMI, delivery time, spouse/family sign-off, stock, in the customer's own words, aggregated across thousands of conversations. Merchandising and finance teams get a live read on what's blocking sales, not a quarterly guess. ## 4. Recovering the walk-in as a lead A shopper who didn't buy today isn't lost, they're a warm lead the floor usually forgets. Retailers use the platform to capture intent and contact details, trigger automated WhatsApp, SMS and voice follow-up, and attribute the eventual sale back to the original in-store conversation. This is where conversation intelligence pays for itself. ## 5. Turning managers into coaches Instead of a store manager relying on gut feel, they get a scorecard: which advisors are strong, where each is leaking sales, and which real conversations from top performers to learn from. Coaching becomes specific and evidence-based, and can happen in the moment, not just in a monthly review. ## 6. Rolling insight up to regional and brand teams Aggregated across a store network, the floor conversation becomes a data source leadership never had: execution scored by region, the objections trending this month, the features customers ask about that aren't in the pitch. It closes the gap between what head office planned and what actually happens at the counter. ## What makes it work in India specifically The Indian floor has three hard requirements that generic tools miss: - Language, real conversations are code-switched Hinglish and regional languages; English-first transcription fails. - Connectivity, capture has to be offline-first and sync later, or conversations are lost. - Outcome, the metric that matters is the sale and the follow-up, not call-handling time. This is exactly the gap purpose-built retail conversation intelligence fills. To go deeper on the category, see What Is Retail Conversation Intelligence? ## Where Borentis applies this - Competitor Defence: Hear the rival the moment your customer names them. - Launch & Offer Execution: Know your launch landed, on day one. - Unmet Demand Signals: Demand for what you did not have. About Borentis, Borentis is an AI-powered retail conversation intelligence platform built for Indian retail floors, enabling brands to capture, score, and act on every in-store sales conversation through audio-first (video-ready) capture, in-store execution scoring, and automated omnichannel follow-up. Book a walkthroughCompare the tools → --- URL: https://borentis.com/learn/how-to-evaluate-sales-advisors-in-retail/ Title: How to Evaluate Sales Advisors in Retail: From Revenue Rankings to Conversation Evidence Retail operations # How to Evaluate Sales Advisors in Retail: From Revenue Rankings to Conversation Evidence By Borentis Research · Retail operations · Updated 13 September 2026 · 6 min read Evaluating sales advisors in retail means judging the quality of their selling, not only the quantity of their billing. Revenue rankings reward the store with the best footfall and the advisor who happened to be on shift for the big ticket. A fair evaluation measures what the advisor did in the conversation, on the same standard for everyone, with evidence the advisor can see. ## Why revenue rankings fail - Location. A flagship advisor outsells a small-town one on footfall alone. - Luck of the ticket. One large sale distorts a month. - Rotation. Who got the walk-in depends on the up system, not on skill. - No diagnosis. A low number says something is wrong; it never says what. - Behaviour. Floors learn what is measured. Measure only billing and you get discounting and cherry-picking. ## What to measure instead MeasureWhat it tells youFair because | Capture rate | Whether the advisor is recording consented conversations | Independent of footfall | Adherence by step | Which parts of the playbook they deliver and which they skip | Same standard everywhere | Objection handling | Whether they answer or move on | Scored on real objections, not scripted ones | Competitor defence | Whether they hold the customer when a rival is named | Ranked by outcome | Intent captured | Share of non-buyers who left a number | Measures selling, not luck | Follow-up discipline | Whether the agreed follow-up happened | Visible per advisor | Conversion on captured leads | The result of all the above | Attributed, not inferred ## Make the standard open An evaluation the advisor cannot see is surveillance. One they can see is a scorecard. The playbook should be known to everyone scored on it; the advisor should see their own scores and the transcript lines behind them before their manager does; and the way to improve should be visible in the form of a colleague's conversation that did it well. Under those conditions top performers adopt first, because the scorecard shows their work for the first time. ## Using evidence in coaching and appraisals - Coach the step, not the person. "The finance offer was missing in these six conversations; here is how Meera does it" beats "work on closing". - Compare on the standard, not the store. A small store's best advisor can top a quality leaderboard. - Bring conversations to appraisals. Six months of scored conversations is an evidence base revenue alone cannot provide. - Recognise behaviour, not billing. The advisor who turned a furious customer around should hear their own words read out on Monday. - Watch the trend. Improvement over six weeks is the point; a single week is noise. ## Where the evidence comes from Mystery shopping gives one scripted visit a quarter. Manager observation gives fragments. Conversation intelligence gives every consented conversation, scored on the same playbook, with the transcript behind every score. It is the only method that makes the table above measurable for every advisor in a network. ## Frequently asked questions ### Should revenue be dropped from evaluation entirely? No. Keep it as the outcome and add the conversation measures as the cause. The pairing is what makes the evaluation fair and the coaching specific. ### How many conversations does a fair evaluation need? Enough that one bad customer does not decide it. A few dozen scored conversations per advisor per month is usually a stable base. ### Will advisors accept being scored on conversations? Faster than managers expect, if the standard is open, the evidence is theirs to see, and recording removes reporting rather than adding to it. ## Related reading - Mystery shopping alternative for Indian retail - Retail sales training that works ## Where Borentis applies this - Coaching from Best Conversations: Your best advisor, teaching everyone. - Advisor Recognition: Great work, finally witnessed. - Execution Scorecards: See the floor before the P&L does. 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. Book a walkthroughSee the solutions → --- URL: https://borentis.com/learn/in-store-conversation-intelligence-vendors-map/ Title: In-Store Conversation Intelligence Vendors: The 2026 Category Map Comparison # In-Store Conversation Intelligence Vendors: The 2026 Category Map By Borentis Research · Comparison · Updated 15 September 2026 · 7 min read In-store conversation intelligence vendors are the companies that capture face-to-face sales conversations in physical stores and score them for coaching, compliance and market signal. In 2026 the category has a dozen credible names and no settled leader. This map places each one on the two axes that decide fit: how the audio is captured, and which market the product was built for. It is maintained by Borentis and includes Borentis; the placements use only what each vendor says publicly. ## The two axes Capture method decides almost everything downstream: cost, consent design, audio quality, adoption risk and whether a conversation can become a lead. Four approaches exist. The advisor's own phone, tapped once, with consent per conversation. A wearable microphone on the advisor. A fixed sensor or microphone installed in the store. And a call or meeting platform extended to in-person use, usually through a mobile app. Home market decides languages, privacy framework and the verticals the product understands. A product built for US convenience stores and one built for Indian car showrooms are answering different questions with similar technology. ## The map Rows for NamiTech, Vera AI, Storefox.ai and Kini AI are drawn from search-visible descriptions rather than full product pages, and are the ones most likely to change. If you are one of these vendors and the row is wrong, write to hello@borentis.com and it will be corrected. VendorCaptureHome marketBuilt forNotes from public material | Borentis | Advisor's phone, one tap, consent per conversation | India | Assisted retail: automobile, telecom, durables, jewellery, real estate, education | Playbook scoring with an evidence trail, leads created from the conversation, follow-up briefs, coaching from best conversations. Hindi, English, Hinglish. Designed for DPDP. Audio deleted after transcription. | tolqAI | Wearable microphone or existing audio sources | Gulf and Middle East | Retail, luxury, automotive, hospitality, healthcare, beauty, jewellery, furniture | Five-stage playbook scoring, location and employee comparison. English and Arabic including Gulf dialects. Personal data removed from transcripts. | InStore.ai | Not disclosed publicly | United States | Convenience and frontline retail; brands | Pulse reports, Ask InStore, alerts, recognition. Published partnerships in US convenience retail. | Cognifyze | Fixed in-store sensor, consent under signage | Europe (GDPR referenced) | Physical retail with in-person sales teams | Scores every interaction against a five-step playbook, daily coaching per store manager, anonymous shoppers. Publishes ROI case figures. | NamiTech (NamiSense Anywhere) | In-store capture at counters, desks and checkouts | Not stated | Retail counters and advisory desks | Positioned as in-store conversation intelligence for customer-staff conversations. | Vera AI (heyvera.ai) | Not disclosed publicly | Not stated | Store conversations, associate performance | Turns store conversations into insight on buying behaviour and associate performance. | Storefox.ai | Not disclosed publicly | Not stated | Retail counters | Positions itself as conversation intelligence to the counter. | Kini AI (kinematicapp.com) | Mobile app | India | Field sales | Field-sales orientation rather than the store floor. | Revenue.io, in-person module | Mobile app on the rep's phone | United States | Consultative sales, field reps, showrooms | Recording launched from a mobile app; notes and coaching into the CRM. Call intelligence heritage. | Gong, Observe.ai, Clari Copilot | Dialer or meeting platform | Global | Phone and video sales, contact centres | No native capture path for a face-to-face conversation; scoring built for calls. | Verint, NICE | Fixed counter microphones in branch deployments | Global | Banking branches, telecom, luxury showrooms | Enterprise speech analytics extended from the contact centre to physical sites. ## How to read it - Phone capture (Borentis, Revenue.io, Kini) needs no hardware and produces explicit consent per conversation, and depends on the advisor tapping record. Coverage has to be measured to manage that dependence. - Installed capture (Cognifyze, NamiTech, Verint and NICE deployments) removes the adoption risk and rests on signage-based consent, which is the weaker footing under India's DPDP Act and the natural one under GDPR. - Wearables (tolqAI) sit between the two: hardware per advisor, but a conversation with a clear owner. - Call platforms (Gong and peers) are excellent at what they were built for and are on this map only because buyers ask about them. They do not capture a floor. - Market fit is not a detail. Languages, consent law and the playbook steps that matter differ enough that a product built elsewhere will need real work to serve an Indian showroom. ## What the map says about the category Three things. First, the category is real: a dozen vendors have converged on the same thesis from different starting points, which is what a category looks like just before buyers start comparing. Second, nobody owns India yet except by default; Borentis is the only vendor on the map built for Indian floors, Indian languages and Indian privacy law. Third, the capture question is unresolved, and the vendor that solves adoption on phone capture, or consent on installed capture, will set the standard the others follow. ## Frequently asked questions ### Why is Borentis on a map Borentis maintains? Because leaving it off would make the map less useful, not more neutral. The row uses only what borentis.com says publicly, in the same format as every other row. ### How often is this updated? Whenever a vendor's public material changes or a new vendor appears. The updated date at the top is the last change. Corrections from vendors are welcome. ### Which vendor should an Indian retailer shortlist? Whichever can show a noisy Hinglish recording from your own floor scored against your own playbook, with the evidence behind the score and consent designed for DPDP. On this map that is Borentis; ask every vendor for the same demonstration. ## Related reading - Borentis vs tolqAI - Borentis vs InStore.ai - Borentis vs Cognifyze - In-store conversation intelligence: a buyer's guide ## Where Borentis applies this - Playbook Adherence: Your playbook, finally observed. - Compliance & Consent: Proof of what was said at the counter. - Walk-in Recovery: The customer who left is still yours. 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. Book a walkthroughSee the solutions → --- URL: https://borentis.com/learn/in-store-conversation-intelligence/ Title: In-Store Conversation Intelligence: How It Works, What It Costs, What to Ask a Vendor Buyer's guide # In-Store Conversation Intelligence: How It Works, What It Costs, What to Ask a Vendor By Borentis Research · Guide · Published September 2026 · 9 min read In-store conversation intelligence is software that captures the face-to-face conversation between a customer and a sales advisor on a physical shop floor, transcribes it, and scores it against the retailer's sales playbook. Every conversation becomes a lead if a number was shared, a score for the advisor, market signal on competitors and objections, and evidence for coaching. It is the in-person counterpart of the call-recording tools that instrumented phone sales a decade ago, built for a setting those tools cannot reach. ## Why the store needs its own category Conversation intelligence for calls (Gong, Observe.ai and their peers) works on clean digital audio with two speakers, a clear start and end, and consent handled by the dialer. None of that holds on a showroom floor. The audio is noisy and code-switched, a Hindi sentence with an English model name and an EMI figure in the middle. The conversation may be twenty minutes across three display areas. Consent has to be taken in person, under India's Digital Personal Data Protection Act. The basement has no signal. And the thing worth scoring is not talk ratio but whether the advisor did the demo, mentioned the offer and asked for the number. That is why in-store conversation intelligence is a category of its own rather than a feature of call analytics, and why retrofitted call tools tend to fail on the floor. For the wider category definition, see what is retail conversation intelligence. ## How it works, end to end - Notice and consent. Signage at the entrance and the desk, and a disclosure line from the advisor that is itself a scored playbook step. Recording stays locked until consent is recorded. - Capture. The advisor taps once to start and once to stop on their own phone. Offline-first, so a dead zone does not lose the conversation. Our guide to capturing in-store conversations covers the five design decisions in detail. - Transcription. Speech recognition tuned for Indian English, Hindi and Hinglish, with speaker separation. The audio is deleted once the transcript exists. - Scoring. The transcript is assessed against the retailer's playbook: greeting, need discovery, hero feature, objection handling, offer and finance, close, asking for the number. Each step is covered or missed, with the transcript lines that show it. - Action. A lead is created if a number was shared, scored for intent, with a follow-up date. Objections, competitors, budget and timeline are extracted as market signal. The advisor and manager see it the same day. ## Phone capture or installed hardware? This is the first fork in the market, and it decides most of what follows. QuestionAdvisor's phone, one tapInstalled sensor or microphone | Hardware to buy and maintain | None | Per counter, per store | Start and end of a conversation | Explicit | Inferred from continuous audio | Overlapping conversations | One per recording | Must be separated by software | Consent basis | Taken in the conversation, evidenced | Signage only | Works outside the store (home visits, events) | Yes | No | Depends on advisor adoption | Yes, and non-recording is visible | No Phone capture wins on cost, consent and audio quality, and loses only on the adoption question, which is answered by making non-recording visible: the advisor who captured nothing is a named row on the coverage report before the store opens. ## What it measures - Capture rate. Consented conversations recorded per advisor per day, against footfall. - Playbook adherence. Each scored step, per conversation, per advisor, per store, trended over time. - Intent. A buying-intent score for every customer who shared a number, so follow-up is prioritised. - Market signal. Competitors named against which model, objections by city and week, stated budgets, unmet demand. - Follow-up discipline. Whether the agreed follow-up happened on the agreed date. - Conversion on captured leads. The number that ties the rest to revenue. ## Who buys it Any business where the decision is made in a face-to-face conversation with a trained advisor: automobile dealerships, telecom stores, consumer durables and electronics, furniture and mattresses, jewellery, real estate, and education counselling. The common thread is a high-value, considered purchase and a walk-in that leaves no data behind. ## What drives the cost Pricing is almost always per store per year, with a paid pilot first. Underneath, two costs dominate: speech recognition per minute of audio and AI analysis per conversation. Both have fallen sharply and keep falling, which is why scoring every conversation rather than a sample became affordable in the last two years. Beware of quotes that hide hardware, installation or per-user app fees. ## Questions to ask any vendor - Show me the transcript lines behind one score. If every number cannot be traced to the conversation, the scoring is a black box. - Play me a Hinglish showroom recording and its transcript. Not a demo file; a noisy one. - What happens to the audio, and when is it deleted? Ask for the timestamp. - How is consent taken, and where is the evidence stored for a DPDP audit? - What happens when the store has no network? - Can the playbook be ours, per vertical and per store type, or is it a fixed rubric? - Which of your claims are live today and which are on the roadmap? ## Related reading - Sales interaction monitoring in retail: mystery shopping, floor walks, CCTV and conversation intelligence compared. - Best retail conversation intelligence tools in India: which platforms are built for the floor. - Borentis vs Gong: the retail floor versus the sales call. ## Frequently asked questions ### What is in-store conversation intelligence? Software that captures the face-to-face conversation between a customer and a sales advisor on a physical shop floor, transcribes it, and scores it against the retailer's sales playbook. The output is a lead, a score for the advisor, market signal (competitors, objections, budget) and coaching evidence, for every conversation rather than a sample. ### How is it different from conversation intelligence tools like Gong? Call conversation intelligence works on digital audio: phone, Zoom, dialer. In-store conversation intelligence has to capture speech in a noisy showroom, in code-switched Indian languages, with in-person consent, often with no network. The analysis is also different: a store visit is scored on floor behaviours such as the demo, the offer and asking for the number, not on talk ratio and call length. ### Does it need microphones installed in the store? No. The advisor's own phone is the device: one tap to start, one tap to stop. Installed sensors and always-on microphones exist as an alternative, but they capture overlapping conversations, have no clear start and end, and rest on signage-only consent, which is a weaker legal footing in India. ### Is it legal in India? Yes, with notice and consent. Under the Digital Personal Data Protection Act the retailer is the Data Fiduciary and must give notice and obtain consent for the stated purpose. The cleanest design takes consent before capture starts, deletes the audio after transcription, and retains the transcript only for an agreed window. ### What does it cost? Most vendors price per store per year. The two largest cost drivers are speech recognition and per-conversation AI analysis, both of which fall every year. Expect a paid pilot of eight to twelve weeks before any network-wide contract. ## Where Borentis applies this - Playbook Adherence: Your playbook, finally observed. - Execution Scorecards: See the floor before the P&L does. - Walk-in Recovery: The customer who left is still yours. Borentis is in-store conversation intelligence built for Indian retail floors: one-tap, offline-first capture on the advisor's phone, Hinglish-ready transcription, playbook scoring with an evidence trail behind every number, leads created automatically, and audio deleted after transcription. Book a walkthroughSee the solutions → --- URL: https://borentis.com/learn/ Title: Learn, Retail Conversation Intelligence Learn # Retail Conversation Intelligence, explained Guides and comparisons for retailers instrumenting the store floor, the conversations your systems can't see, and how to measure, coach, and act on them. GlossaryThe vocabulary of retail conversation intelligenceTwenty terms, each defined in one sentence and then explained: capture rate, playbook adherence, evidence trail, buying intent score, consent-first capture and more.Read →Free toolsTools: pilot baseline calculator, playbook self-assessment, consent notice generatorThree browser-only tools for floor teams. Size a walk-in recovery pilot, score how your floor sells today, and generate DPDP consent wording for your store.Open →Free toolDPDP consent notice generator for retail storesEntrance signage, desk card, the advisor's disclosure line in English and Hindi, consent page and withdrawal wording, generated in your browser.Open →Buyer's guideIn-Store Conversation Intelligence: How It Works, What It Costs, What to Ask a VendorPhone vs installed hardware, consent under DPDP, what gets measured, the two costs that drive pricing, and seven questions to ask any vendor before a pilot.Read →GuideSales Interaction Monitoring in Retail: From Mystery Shopping to Every ConversationMystery shopping, floor walks, CCTV analytics and conversation intelligence compared on coverage, fairness and what they catch, and how to monitor without surveilling.Read →GuideCapture In-Store Conversations: The Last Unmeasured Channel in RetailHow to capture in-store sales conversations properly: consent under DPDP, the advisor's phone as the device, offline-first recording, Hinglish transcription, and what the audio becomes once it is scored.Read →GuideWhat Is Retail Conversation Intelligence?The category explained: how in-store conversation intelligence works, how it differs from call-center CI, and what to look for in a platform.Read →ComparisonBest Retail Conversation Intelligence Tools in India (2026)An honest comparison of the real platforms available to Indian retailers, which are built for the floor, which handle Indian languages, and which are call-center tools in disguise.Read →ComparisonBest AI Tools for In-Store Sales Coaching in India (2026)Most 'AI sales coaching' tools in India are built for the call centre. Here are the platforms that actually coach in-store floor staff, and how they compare.Read →GuideHow Indian Retailers Use Conversation Intelligence on the Shop FloorReal ways Indian retail brands use conversation intelligence on the floor, pitch adherence, competitor defence, walkout recovery, and manager coaching.Read →ComparisonBorentis vs Gong: the retail floor vs the sales callBoth are conversation intelligence, but one is built for the physical retail floor and Indian languages, the other for digital sales calls. How to choose.Read → ## Comparisons ComparisonBorentis vs tolqAI: In-Person Conversation Intelligence ComparedA fair comparison of Borentis and tolqAI for in-person sales conversation intelligence: capture method (advisor's phone vs wearable microphones), languages (Hinglish and Indian ...Read →ComparisonBorentis vs InStore.ai: Retail Conversation Intelligence ComparedHow Borentis compares with InStore.ai: both turn in-store conversations into retail intelligence, but for different markets, capture models and outcomes. Pulse reports and alert...Read →ComparisonBorentis vs Cognifyze: Phone Capture vs In-Store SensorsBorentis and Cognifyze both score every in-person sales conversation against a playbook. Cognifyze captures with a discreet in-store sensor and reports GDPR-aligned privacy; Bor...Read →ComparisonGong Alternative for Retail Stores: Conversation Intelligence for the Shop FloorGong, Chorus, Observe.ai and Clari Copilot record calls and video meetings. None capture a showroom conversation. What a Gong alternative for physical retail stores has to do di...Read →ComparisonMindtickle for Retail Stores? Sales Readiness vs Floor Conversation IntelligenceMindtickle, Allego and similar sales readiness platforms train and certify sales teams. They do not hear what happens on a shop floor. When a retailer searches for retail sales ...Read →ComparisonMystery Shopping Alternative for Indian Retail: Measure Every Conversation Instead of OneThe alternative to mystery shopping for Indian retailers is conversation intelligence: every consented sales conversation scored against your playbook, instead of one scripted v...Read →ComparisonConversation Intelligence vs CCTV and Footfall Analytics: How Many vs WhyFootfall counters and CCTV analytics tell a retailer how many people came, where they stood and how many left without buying. Conversation intelligence tells them why. What each...Read →ComparisonIn-Store Conversation Intelligence Vendors: The 2026 Category MapA map of every vendor selling in-store or in-person conversation intelligence in 2026, plotted on two axes: how the audio is captured (advisor's phone, wearable microphone, fixe...Read → ## By vertical Vertical guideConversation Intelligence for Car Dealerships in India: The Showroom Conversation, MeasuredHow Indian car dealerships use conversation intelligence on the showroom floor: scoring need discovery, the test drive offer, finance and exchange, competitor comparisons and th...Read →Vertical guideConversation Intelligence for Telecom Stores in India: Port-Ins, Plan Upgrades and the Counter ConversationHow telecom operators and their retail partners use conversation intelligence at the counter: scoring the plan comparison, MNP and SIM-exchange conversations, mandatory KYC and ...Read →Vertical guideConversation Intelligence for Consumer Durables in India: Demos, Attach Rates and the Promoter's PitchHow consumer durables and electronics brands and retailers in India use conversation intelligence: the demonstration as a scored step, extended warranty and finance attach, laun...Read →Vertical guideConversation Intelligence for Jewellery Showrooms in India: Making Charges, Exchange and the Family DecisionHow jewellery retailers in India use conversation intelligence: scoring the consultation on need discovery, design and purity explanation, making-charge and exchange handling, t...Read →Vertical guideConversation Intelligence for Education Counselling in India: Every Counsellor Conversation, AssessedHow coaching institutes and education providers in India use conversation intelligence on counselling conversations with students and parents: need discovery, course recommendat...Read → ## Privacy and consent DPDP guideDPDP Consent Notice for a Retail Store: Template for Recording Customer ConversationsA paste-ready DPDP consent notice and signage template for Indian retail stores that record customer conversations for quality, training and follow-up: the entrance notice, the ...Read →DPDP guideIs Recording Customer Conversations Legal in an Indian Store? DPDP, Consent and What Retailers Must DoYes, with notice and consent. What India's Digital Personal Data Protection Act 2023 requires of a retailer that records customer conversations in a store: who the Data Fiduciar...Read → ## Retail operations Retail operationsWalk-in Conversion Tracking in Retail: Beyond Counting, to WhyHow to track walk-in conversion in a retail store properly: the denominator (footfall), the numerator (sales), and the missing middle (what happened in the conversation). Why pe...Read →Retail operationsWhy Walk-ins Don't Convert: What Retail Floor Conversations Actually ShowThe reasons store visitors leave without buying, as they appear in real floor conversations rather than in the floor's summary: the objection was never answered, the step was sk...Read →Retail operationsHow to Evaluate Sales Advisors in Retail: From Revenue Rankings to Conversation EvidenceA practical method for evaluating retail sales advisors fairly: why revenue rankings reward location, what to measure instead (capture, adherence by step, objection handling, in...Read →Retail operationsRetail Sales Training That Works: Train the Gap, From Your Own FloorWhy most retail sales training in India does not change floor behaviour, and what does: measuring real conversations first, training the specific gap per advisor, using your own...Read → ## For brands For brandsPromoter Performance Tracking for Brands: What Your Promoters Say in Stores You Don't OwnHow consumer brands track in-store promoter performance beyond attendance and sell-out: the pitch actually delivered at the shelf, playbook adherence, competitor handling, shopp...Read → --- URL: https://borentis.com/learn/is-recording-customers-legal-in-india-retail/ Title: Is Recording Customer Conversations Legal in an Indian Store? DPDP, Consent and What Retailers Must Do DPDP guide # Is Recording Customer Conversations Legal in an Indian Store? DPDP, Consent and What Retailers Must Do By Borentis Research · DPDP guide · Updated 13 September 2026 · 6 min read Recording customer conversations in an Indian store is legal with notice and consent. India's Digital Personal Data Protection Act 2023 treats a recorded conversation that can identify a person as personal data, makes the retailer the Data Fiduciary responsible for it, and requires notice, a lawful basis (in practice, consent), purpose limitation, retention limits and the ability to withdraw. What follows is what that means on a shop floor. ## Who is responsible The retailer or brand that decides to record, and why, is the Data Fiduciary. The software vendor that transcribes and analyses on the retailer's instructions is a Data Processor, bound by contract. The customer is the Data Principal. The fiduciary carries the obligations; it cannot outsource them to the vendor, but it can and should require the vendor to provide the records that discharge them. ## What consent has to look like - Notice first: what is collected, why, how to withdraw, how to complain. - A clear affirmative action: a tap on the customer's own phone, or a spoken confirmation recorded at the start. Walking past a sign is not consent. - Specific to the purpose: quality, training and follow-up. Using the recording for anything else needs fresh consent. - Withdrawable: as easy to withdraw as to give, with the fiduciary stopping processing and deleting on request. - For minors: from the parent or guardian. ## The design choices that make it defensible - Consent before capture, never after. Nothing is recorded until the customer has agreed. - Decline is one tap and the conversation proceeds unrecorded, with nothing held against the advisor. - The advisor's disclosure line is a scored step, so every recording carries evidence that notice was spoken. - Audio is deleted after transcription, with the deletion timestamped. The transcript is what is kept. - A retention window for transcripts, set by the retailer, enforced automatically. - Customers anonymous in every aggregate report. A customer is identified only where they shared a number, for follow-up. - Access scoped by role and geography, so an advisor sees their own conversations and a regional head their region. ## What about staff consent? The advisor is also a person whose voice is recorded. Employment contracts and store policy should say that conversations are recorded for quality and training, what is done with the scores, and who sees them. In practice, advisors accept recording when they start and stop it themselves, see every score about themselves, and know the standard. Transparency to staff is both the legal posture and the adoption strategy. ## What to be able to produce If a complaint or a query arrives, the fiduciary should be able to show: the notice the customer saw, the consent record with method and time, the purpose the data was used for, the deletion timestamp for the audio, the retention rule for the transcript, and any withdrawal request and action. A programme designed as above produces all of these per conversation. Most floor processes today cannot produce any of them. ## Frequently asked questions ### Does the DPDP Act apply if we only keep transcripts and not audio? Yes, if the transcript can identify a person. Deleting the audio reduces risk; it does not remove the obligations. ### Can we record under signage alone, as CCTV does? CCTV counting is generally treated as anonymous processing under notice. A recorded conversation with a name and number in it is not anonymous. Take consent. ### Is this legal advice? No. It is a plain-language summary of the Act's requirements as they apply to a store. Confirm your programme with counsel. ## Related reading - DPDP consent notice template for a store - Free consent notice generator ## Where Borentis applies this - Compliance & Consent: Proof of what was said at the counter. - Walk-in Recovery: The customer who left is still yours. 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. Book a walkthroughSee the solutions → --- URL: https://borentis.com/learn/mindtickle-for-retail-stores/ Title: Mindtickle for Retail Stores? Sales Readiness vs Floor Conversation Intelligence Comparison # Mindtickle for Retail Stores? Sales Readiness vs Floor Conversation Intelligence By Borentis Research · Comparison · Updated 13 September 2026 · 5 min read Sales readiness platforms such as Mindtickle and Allego prepare a salesperson before the conversation: microlearning, certification, role-play and content. Floor conversation intelligence measures the conversation itself, after it happens, on a real customer. A retailer searching for retail sales coaching software in India usually needs the second and is shown the first. The two are complementary, and the order matters. ## What readiness platforms do well Mindtickle is a mature enterprise platform for sales readiness: onboarding paths, microlearning, quizzes and certifications, role-play with AI feedback, content management and manager coaching workflows, with conversation intelligence for recorded calls. Allego, Seismic and similar tools cover the same ground. They are strong at scale, at content, and at proving that a salesperson completed a curriculum. Google's own answer to "retail sales coaching software India" leads with them. ## What they cannot see None of them hear a showroom. A certified advisor and an uncertified one look identical the moment they start talking to a customer. The readiness platform records that the module was passed; it cannot say whether the demonstration happened on Tuesday, whether the finance offer was mentioned, or what the customer said when the rival's price came up. For a store network the unmeasured part is the part that decides conversion. ## Readiness vs floor conversation intelligence Sales readiness (Mindtickle, Allego)Floor conversation intelligence (Borentis) | Measures | Curriculum completion, quiz scores, role-play | Real conversations with real customers | Timing | Before the conversation | During and after | Evidence | Assessment results | Transcript lines behind every score | Coaching source | Content library and managers | The floor's own best conversations | Outcome link | Certification | Leads, follow-up, conversion on captured leads | Where the gap shows | Who has not completed training | Which step is skipped, by whom, in which store ## How they fit together Borentis's Learn section carries training material into the advisor's app and targets it at what each advisor missed, so small networks may not need a separate readiness platform at all. Large networks with an existing LMS keep it and connect the two. - Measure first. Conversation intelligence shows which playbook steps are actually missed, by whom. That is the training need, from evidence. - Train the gap. Push the module, or the reference conversation from your own top advisor, to the people who need it. - Measure again. The same advisor's adherence six weeks later tells you whether the training worked, which is the number no readiness platform can produce on its own. ## Frequently asked questions ### Does Mindtickle have conversation intelligence? Yes, for recorded sales calls and meetings. It does not capture face-to-face store conversations. ### Can Borentis replace an LMS? For a small network, its Learn section and reference conversations often cover the need. For a large network with an established LMS, Borentis supplies the evidence of what to train and the measurement of whether it worked. ### Which should a retailer buy first? The measurement. Training without measurement is a guess about what the floor needs; measurement without training still improves the floor, because the scorecard and the best examples are themselves coaching. ## Related reading - Best AI tools for in-store sales coaching in India - Retail sales training that works ## Where Borentis applies this - Coaching from Best Conversations: Your best advisor, teaching everyone. - Playbook Adherence: Your playbook, finally observed. - Advisor Recognition: Great work, finally witnessed. 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. Book a walkthroughSee the solutions → --- URL: https://borentis.com/learn/mystery-shopping-alternative-india/ Title: Mystery Shopping Alternative for Indian Retail: Measure Every Conversation Instead of One Comparison # Mystery Shopping Alternative for Indian Retail: Measure Every Conversation Instead of One By Borentis Research · Comparison · Updated 13 September 2026 · 6 min read The alternative to mystery shopping in retail is to measure the real conversations rather than a staged one: conversation intelligence scores every consented sales conversation on the floor against the retailer's own playbook, in every store, every day. Mystery shopping samples one scripted visit per store per quarter, and the advisor usually knows. The two are not enemies, but as the primary way of knowing how the floor sells, one of them cannot keep up. ## What mystery shopping is good at India has a mature mystery shopping industry: FloorWalk, Channelplay, Netrika, Ipsos, BARE and others run large programmes for retail chains, automotive dealers and banks. A mystery shop tests the whole visit end to end, from the car park to the bill, against a checklist, and it can test a specific scenario on demand: a difficult return, a finance question, a launch pitch. For store experience audits it remains the right tool. ## Where it breaks as a sales quality measure - Coverage. One visit per store per quarter against thousands of real conversations. Nothing between visits is seen. - Reactivity. Experienced advisors recognise a mystery shopper; behaviour changes; the score describes the audit, not the floor. - Fairness. One shopper's opinion of one visit decides an advisor's rating. Two shoppers score the same visit differently. - Lag. Reports arrive weeks later; the launch that was fumbled in week one is reported after it ended. - No customer. The shopper's objections are scripted. The real objections, the real competitor mention, the real budget, never appear. ## Mystery shopping vs conversation intelligence Mystery shoppingConversation intelligence | Coverage | One scripted visit per store per quarter | Every consented conversation, daily | Who is assessed | Whoever served the shopper | Every advisor, every conversation | Standard | Auditor checklist | Your playbook, same rubric everywhere | Evidence | Auditor's narrative | Transcript lines behind every score | Customer signal | None | Objections, competitors, budget, unmet demand | Lag | Weeks | Minutes | Cost basis | Per visit | Per store per year | Advisor acceptance | Resented when caught | Adopted first by top performers; scorecard is theirs ## How Indian retailers use both - Conversation intelligence for sales quality, playbook adherence and coaching, continuously. - Mystery shopping two to four times a year for the end-to-end experience: signage, cleanliness, queue, billing, the things a conversation does not show. - The mystery shop scenario chosen from what conversation intelligence found: if the finance disclosure is being skipped, send a shopper to ask about finance and see the whole journey. ## Consent and the DPDP Act Mystery shopping records nothing from the customer's side. Conversation intelligence does, and India's Digital Personal Data Protection Act makes the retailer the Data Fiduciary: notice at the entrance and the desk, consent before capture, audio deleted after transcription, transcripts retained for an agreed window. A programme that does this produces evidence of consent per conversation, which is more than most floor processes can show today. ## Frequently asked questions ### Is conversation intelligence more expensive than mystery shopping? It is priced per store per year rather than per visit. For a network doing four audits a store a year the annual cost is comparable, for thousands of measured conversations instead of four. ### Will advisors accept being recorded when they resented mystery shoppers? The difference is that the scorecard is theirs. They start and stop the recording, see every score about themselves, and know the standard. Top performers adopt first because good work finally shows. ### Can conversation intelligence check things like store cleanliness? No. That is what mystery shopping and floor audits remain for. Conversation intelligence measures the conversation. ## Related reading - Sales interaction monitoring in retail: four methods compared - How to evaluate sales advisors in retail ## Where Borentis applies this - Playbook Adherence: Your playbook, finally observed. - Execution Scorecards: See the floor before the P&L does. - Coaching from Best Conversations: Your best advisor, teaching everyone. 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. Book a walkthroughSee the solutions → --- URL: https://borentis.com/learn/promoter-performance-tracking-for-brands/ Title: Promoter Performance Tracking for Brands: What Your Promoters Say in Stores You Don't Own For brands # Promoter Performance Tracking for Brands: What Your Promoters Say in Stores You Don't Own By Borentis Research · For brands · Updated 13 September 2026 · 5 min read Promoter performance tracking for a brand means knowing what its in-store promoters actually say to shoppers in stores the brand does not own, not only whether they turned up and what the retailer's sell-out report shows a month later. The promoter is the brand's only voice at the shelf. Until the conversation is captured, the brand is tracking attendance and hoping. ## What brands track today, and what it misses Attendance apps, geo-tagged check-ins, sell-out data from the retailer, a mystery audit a quarter, and a field manager's visit. All of it measures presence and outcome. None of it hears the pitch: whether the feature story was told correctly, whether the demonstration happened, what the promoter said when the rival's promoter undercut on price, and what the shopper asked that nobody had an answer for. ## What to track from the conversation - Pitch adherence: the brand's feature story per SKU, delivered correctly, demonstration included. - Attach: warranty, finance, the second product, offered or skipped. - Competitor handling: which rival, on which model, at what price, and the answer. - Shopper reaction: interest, confusion, objection, in the shopper's words, by model and city. - Brand-owned leads: shoppers who shared a number with the promoter, with the model and the objection attached. - Coverage: consented conversations per promoter against shelf footfall. ## How it works in a store you do not own - The promoter records on their own phone, with the shopper's consent, under notice the retailer has agreed to. No hardware in the retailer's store. - The brand's playbook is the standard. The retailer's advisors are not scored by the brand. - Shoppers stay anonymous in every report; a shopper is identified only where they shared a number with the promoter for follow-up. - Insight rolls up by retailer, city and SKU, weekly, for brand, trade-marketing and category teams. ## What changes for the brand - The retailer meeting changes. The brand arrives with shopper evidence from that retailer's own floors: what was asked, what was objected to, which rival was named against which model. - Promoter training becomes specific: the exact claim said wrongly, the demonstration skipped, with the best promoter's conversation as the reference. - A launch is observable from day one at the shelf, in every retailer. - Demand for variants the retailer does not stock reaches the range review with numbers. ## Frequently asked questions ### Will the retailer allow it? The promoter is the brand's employee and the shopper consents. Most brands run it under their existing promoter agreement, with notice wording the retailer accepts. We provide the wording. ### Can the retailer see the brand's data? No. Each party sees its own people and its own playbook. Where the retailer is a partner, specific insights can be shared by agreement. ### Does this replace attendance and sell-out tracking? No. Keep both. This adds the middle: what the promoter said and how the shopper responded. ## Related reading - Conversation intelligence for consumer durables - Borentis for brands ## Where Borentis applies this - Brand Voice-of-Customer: The focus group hiding in plain sight. - Launch & Offer Execution: Know your launch landed, on day one. - Competitor Defence: Hear the rival the moment your customer names them. 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. Book a walkthroughFor Brands → --- URL: https://borentis.com/learn/retail-sales-training-that-works-india/ Title: Retail Sales Training That Works: Train the Gap, From Your Own Floor Retail operations # Retail Sales Training That Works: Train the Gap, From Your Own Floor By Borentis Research · Retail operations · Updated 13 September 2026 · 5 min read Retail sales training that works is training aimed at a measured gap, built from the floor's own best conversations, and checked afterwards in the same advisor's real conversations. Most retail training is the opposite: a module for everyone, built from a script, checked by a quiz. It produces certificates and leaves the floor as it was. ## Why the usual training does not stick - It is generic. The advisor who needs help closing sits through need discovery. - It is scripted. Nothing in the room comes from a real customer on your floor. - It is unmeasured. Completion is recorded; behaviour is not. - It is once. A day in a classroom against a thousand conversations a month. - It is invisible to the advisor. They never see what they actually do, only what they were told to do. ## The method - Measure first. Score real consented conversations against the playbook. Now the training need is a heatmap of theme against advisor, not a guess. - Train the gap. Each advisor gets the material for the step they miss, pushed to their phone, when they miss it. - Use your own floor as the curriculum. The best conversation on each step, from your own top advisors, is the reference. Nobody sells your product like the person who sold it yesterday. - Make feedback a moment, not an adjective. "Here is Tuesday at 4pm where the close was skipped, and here is how Arjun did it" beats "work on closing". - Certify new hires on scenarios drawn from real conversations before their first customer, and measure their first month against the network standard. - Measure again. The same advisor's adherence six weeks later is the only proof the training worked. ## What this looks like in a network A store manager stops relying on gut feel. The advisor with the highest conversion is not the loudest one; it is Arjun, whose objection handling is the best on the floor and whose closing is ordinary. Three colleagues are weak where he is strong, and his conversations become their material. His own coaching is about the close, with the regional leader's example beside it. Six weeks later the floor's objection handling is up, and so is Arjun's close rate. ## Where a readiness platform fits Large networks with an LMS keep it for content and certification and connect it to the measurement, so the LMS knows what to push and to whom. Smaller networks often find the scorecard, the reference conversations and the in-app Learn section are the training. Either way the sequence is the same: measure, train the gap, measure again. ## Frequently asked questions ### How much training time does this need? Less than a classroom day, spread thinly: a few minutes on the phone when a gap appears, and a weekly huddle with two conversations played. Consistency matters more than hours. ### Do advisors resent being trained from a colleague's conversation? The colleague is usually proud, and the recipient hears a real customer rather than a trainer. It lands better than any script. ### Can new hires be certified before meeting customers? Against the best conversations and the standard, from day one. A simulator that lets a new hire practise against customer personas built from your floor is where this is going. ## Related reading - Mindtickle for retail stores? Readiness vs floor intelligence - How to evaluate sales advisors in retail ## Where Borentis applies this - Coaching from Best Conversations: Your best advisor, teaching everyone. - Advisor Recognition: Great work, finally witnessed. - Playbook Adherence: Your playbook, finally observed. 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. Book a walkthroughSee the solutions → --- URL: https://borentis.com/learn/sales-interaction-monitoring-retail/ Title: Sales Interaction Monitoring in Retail: From Mystery Shopping to Every Conversation Retail operations # Sales Interaction Monitoring in Retail: From Mystery Shopping to Every Conversation By Borentis Research · Guide · Published September 2026 · 8 min read Sales interaction monitoring in retail is how a brand checks what actually happens when an advisor talks to a customer: whether the trained pitch was delivered, the offer mentioned, the objection handled and the number asked for. For decades it meant a mystery shopper once a quarter and a manager walking the floor. Conversation intelligence now makes it possible to monitor every consented conversation, in every store, every day, and to do it in a way advisors accept. ## Why retailers monitor interactions at all A store network runs on a sales process someone designed carefully and nobody can see being executed. Conversion differs between stores with the same footfall and the same stock, and the difference is almost always in the conversation. Monitoring exists to close the gap between the playbook on paper and the playbook on the floor, and to find the advisor behaviours that convert so they can be taught to everyone else. ## The four methods, compared MethodCoverageWhat it catchesWhat it missesFairness | Mystery shopping | One visit per store per quarter | Whether the script is followed on a scripted scenario | Real customers, real objections, everything between visits; the advisor usually knows | One shopper's opinion of one visit | Floor walks and manager observation | Whoever is on shift when the manager is free | Presence, energy, obvious misses | The conversation itself; managers hear fragments and behaviour changes when they are near | Depends on the manager | CCTV and footfall analytics | Every visitor, continuously | How many came, where they stood, how long, who left unattended | Every word. Knows how many, never why | Objective but silent | Conversation intelligence | Every consented conversation | Each playbook step, the objection, the competitor, the budget, the follow-up | Conversations that were not recorded, which are themselves visible as a gap | Same rubric for everyone, every score traceable to the transcript The methods are not exclusive. Footfall analytics plus conversation intelligence answers both how many and why. Mystery shopping still has a place for checking the store experience end to end. But as the primary way of monitoring sales quality, sampling one visit a quarter cannot compete with scoring every conversation. ## What to monitor Monitoring is only as good as the definition of a good conversation. Most retail playbooks reduce to a small set of steps, and each can be scored as covered or missed: - Greeting and the consent disclosure line. - Need discovery: who is it for, what do they have today, what matters to them. - The recommendation, and whether the hero feature was demonstrated rather than described. - Objection handling, including how a named competitor was answered. - Offer, finance and exchange: mentioned, explained, or skipped. - The close, and asking for the customer's number. - Mandatory disclosures where regulation requires them. The steps differ by vertical. A car showroom scores the test drive; a telecom store scores the plan comparison; a durables floor scores the demonstration and the extended-warranty offer. The rubric should be the retailer's own, not a vendor's generic one. ## From monitoring to coaching Monitoring that ends in a report changes nothing. The point is what the manager does on Tuesday morning. Three things make the difference: - Evidence, not opinion. Feedback that points to the exact moment the close was skipped, next to what a top advisor said at the same moment, lands differently from “work on your closing”. - The gap, by person and by step. A heatmap of theme against advisor tells L&D where to spend a training hour, and which advisors to learn from rather than teach. - Recognition. A leaderboard built from real conversations makes good selling visible for the first time, which is why top performers adopt monitoring first. ## Monitoring without surveillance The line between monitoring and surveillance is drawn by design choices, and Indian law now forces them. Under the Digital Personal Data Protection Act the retailer is the Data Fiduciary: notice at the entrance and the desk, consent for the stated purpose before capture starts, and a clear retention window. Beyond the law, the choices that keep staff trust are: - Capture is deliberate: the advisor starts and stops it. No ambient microphones. - Audio is deleted after transcription, with the deletion timestamped. - Customers stay anonymous in every report; advisors are named because coaching needs names. - Advisors see their own scores and the evidence, not only their managers. - Scores are used for coaching first, and the rubric is shared with the people scored by it. ## The numbers a monitoring programme should produce - Capture rate: consented conversations recorded against footfall, per advisor. - Playbook adherence, per step, trended by store and region. - Lead capture rate: conversations where a number was shared. - Follow-up within the agreed window. - Conversion on captured leads, the number that connects the rest to revenue. Agree the baseline before the pilot starts. The first result of good monitoring is not a lift; it is knowing the real capture rate, adherence and follow-up performance for the first time. ## Related reading - In-store conversation intelligence: how it works, what it costs, what to ask a vendor. - Capture in-store conversations: consent, the advisor's phone, offline-first, and what the audio becomes. - Execution scorecards: the Borentis Score by store and region. ## Frequently asked questions ### What is sales interaction monitoring in retail? The practice of observing and assessing the conversations between store advisors and customers to check that the sales process is followed, to find coaching gaps and to catch lost opportunities. Traditionally done by mystery shoppers and floor walks on a small sample; increasingly done by conversation intelligence on every consented conversation. ### Is monitoring sales conversations legal in India? Yes, with notice to the customer and consent for the stated purpose under the Digital Personal Data Protection Act. Staff must also be told what is captured and how it is used. The safest design deletes the audio after transcription and keeps only the transcript and the scores. ### Will advisors accept being monitored? They accept it faster than managers expect, for two reasons. Monitoring from the conversation removes reporting: no CRM entry, no forms. And it makes good work visible: the advisor who handled a difficult customer well finally has evidence, and their leads are credited to them. ### How is this different from CCTV in stores? CCTV and footfall analytics count and locate people; they cannot hear what was said. They tell you how many customers left without buying, never why. Conversation monitoring answers the why: the objection, the competitor, the step the advisor skipped. ## Where Borentis applies this - Execution Scorecards: See the floor before the P&L does. - Coaching from Best Conversations: Your best advisor, teaching everyone. - Advisor Recognition: Great work, finally witnessed. Borentis monitors sales interactions on Indian retail floors by scoring every consented conversation against your playbook, with the transcript lines behind every score, coaching heatmaps by theme and advisor, and leads created automatically when a number is heard. Book a walkthroughCoaching from best conversations → --- URL: https://borentis.com/learn/walk-in-conversion-tracking-retail/ Title: Walk-in Conversion Tracking in Retail: Beyond Counting, to Why Retail operations # Walk-in Conversion Tracking in Retail: Beyond Counting, to Why By Borentis Research · Retail operations · Updated 13 September 2026 · 5 min read Walk-in conversion tracking in retail measures the share of store visitors who buy, and, done properly, why the rest did not. Most tracking stops at the rate: a people counter for the denominator and the billing system for the numerator. The conversation between the two is where conversion is decided, and it is the part that has never been tracked. ## The three parts of the number A retailer with the first two knows the size of the leak. A retailer with the third knows where it is and who can plug it. - Denominator: walk-ins, from a people counter or a manual count, staff excluded. - Numerator: bills, from the POS, sometimes per advisor via a sales rotation system. - The middle: the conversation. Who was served, what they wanted, what they objected to, what the advisor did, and whether a number was captured when they left without buying. ## What the conversation adds to the rate QuestionCounter plus POSWith conversation intelligence | Conversion rate by store | Yes | Yes | Conversion by advisor | Approximate, via rotation | Yes, on captured conversations | Why non-buyers left | No | Objection in the customer's words | Which playbook step was missed before the loss | No | Yes, per conversation | Competitor named | No | Yes, with the model and the answer | Recoverable non-buyers | No | Yes: leads with a number, intent and a follow-up date | Recovered sales attributed to a visit | No | Yes ## The metrics that turn a rate into a plan - Capture rate: consented conversations divided by walk-ins. Keeps everything else honest. - Conversation to lead rate: share of non-buying conversations that ended with a number. - Follow-up within the window: leads contacted by the agreed date. - Recovery rate: sales traced back to a non-buying visit. - Loss reason mix: top objections by store and week. - Adherence before loss: the playbook step most often missed in conversations that did not convert. ## A worked example Two stores with the same footfall convert at 14% and 22%. The counter cannot say why. The conversations can: at the weaker store the finance offer is mentioned in fewer than half of the conversations, and the delivery-timeline objection is left unanswered. The fix is one coaching session with the transcript lines and the stronger store's advisor as the example. Three weeks later the gap has halved, and the store knows which conversations moved it. ## Frequently asked questions ### Do we need a people counter to use conversation intelligence? No, but it helps. Without one, capture rate is measured against the store's own walk-in count or against POS transactions. ### Can conversation intelligence count visitors? No. It measures conversations. The counter and the conversation are complementary. ### What is a good walk-in conversion rate in Indian retail? It varies too much by category to quote: an electronics store and a jewellery showroom are different businesses. The useful comparison is your own stores against each other on the same footfall, which is what the middle layer explains. ## Related reading - Conversation intelligence vs CCTV and footfall analytics - Why walk-ins don't convert ## Where Borentis applies this - Walk-in Recovery: The customer who left is still yours. - Execution Scorecards: See the floor before the P&L does. - Objection Intelligence: The reason they did not buy, in their own words. 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. Book a walkthroughSee the solutions → --- URL: https://borentis.com/learn/what-is-retail-conversation-intelligence/ Title: What Is Retail Conversation Intelligence? Retail Conversation Intelligence # What Is Retail Conversation Intelligence? By Borentis Research · Guide · Updated August 2026 · 6 min read Retail conversation intelligence (RCI) is a category of AI software that captures the sales conversations happening on a physical store floor, between a walk-in shopper and a store advisor, and turns them into structured, measurable insight: what the shopper wanted, how the advisor pitched, which objections came up, and whether the store did the things that actually close a sale. For decades, the single most valuable moment in retail, a customer standing in front of a trained associate, ready to buy, has been the one moment nobody could measure. E-commerce teams instrument every click. The physical floor, where the majority of high-consideration purchases in categories like electronics, jewellery, and automobiles still happen, has been a black box. Retail conversation intelligence exists to open that box. ## The one-line definition Retail conversation intelligence is the practice of recording, transcribing, and analyzing in-store sales conversations so that retailers can score execution, coach staff, and recover lost demand, the way digital teams already analyze web sessions and sales calls. ## How it differs from call-center conversation intelligence This is the most common point of confusion, so it's worth being precise. “Conversation intelligence” as a term was popularised by tools built for digital sales calls and contact centers, Gong, Chorus, Observe.AI, Enthu.AI and similar. Those platforms are excellent, but they are built around a fundamentally different conversation: Call-center / sales-call CIRetail conversation intelligence | Where it happens | Phone / video call, over a network | Physical store floor, face to face | Audio source | Clean, single-channel VoIP stream | Noisy, multi-speaker, ambient store audio | Connectivity | Always online | Frequently offline / weak signal | Language | Usually one language, English-first | Code-switched, regional, multilingual | What “good” looks like | Call handling, compliance, talk-time | In-store pitch, objection handling, walkout recovery | Outcome measured | Call disposition, CSAT | Sale, follow-up, attributed revenue A call-center CI tool pointed at a store floor will struggle: it expects a clean phone stream, an internet connection, and one language. The retail floor offers none of those. That mismatch is exactly why RCI is emerging as its own category rather than a feature of existing tools. ## How retail conversation intelligence works Most RCI platforms follow the same five-stage pipeline. The differences between products are mostly about how well each stage survives real-world store conditions. - Capture. A device, a lanyard recorder, a counter mic, or a phone app carried by the advisor, records the conversation. On a busy Indian shop floor with patchy Wi-Fi, this stage has to work offline-first: buffer locally, sync when a connection returns, and never drop a conversation because the signal did. - Transcribe & translate. Audio is converted to text. For India specifically, this is the hardest technical problem in the stack: real store conversations are code-switched, a single sentence mixes Hindi, English, and a regional language. English-first speech-to-text mangles this. Purpose-built RCI handles 50+ Indian languages and the Hinglish in between. - Score. The transcript is evaluated against a rubric of what good in-store selling looks like, pitch adherence, product knowledge, competitor defence, objection handling, capturing contact details, and setting up follow-up. This produces an execution score for the store and advisor, and an intent score for the shopper. - Coach. Insights flow back to floor staff and managers: where each advisor is strong, where they're leaking sales, and which real conversations from top performers to learn from. The best platforms coach in the moment, not just in a weekly report. - Act & attribute. A walk-in who didn't buy today isn't a lost cause, they're a warm lead. RCI platforms trigger automated follow-up (WhatsApp, SMS, voice) and attribute the eventual sale back to the original in-store conversation, closing the loop between what was said on the floor and what revenue it produced. ## What to look for in a platform - Offline-first capture, does it survive dead zones, or need constant connectivity? - Language coverage, does it genuinely handle code-switched, regional Indian speech, or is it English-first? - Execution scoring, not just transcription, does it tell you whether the store did the right things? - Coaching workflow, does it change advisor behaviour, or just produce reports nobody reads? - Follow-up and attribution, does it recover lost demand and prove revenue impact? - Privacy and consent, is capture consented and personal data anonymised in line with India's DPDP Act? ## Why it matters now Three things have converged to make retail conversation intelligence viable and urgent in 2026: speech AI can finally handle code-switched Indian languages; rising acquisition costs mean retailers can no longer let trained footfall walk out unmeasured; and the data was always there, every store already has its most important conversations happening daily. RCI simply instruments them. ## Retail conversation intelligence in India India is, in many ways, the category's proving ground. High-consideration retail, smartphones, consumer electronics, jewellery, automobiles, real estate, financial products, is overwhelmingly transacted in person, through a store advisor, across dozens of languages, often in locations with unreliable connectivity. It's the environment call-center CI was never built for, and exactly what purpose-built retail conversation intelligence is designed to serve. ## Related reading - In-store conversation intelligence: a buyer's guide to how it works, phone vs hardware capture, cost drivers and vendor questions. - Capture in-store conversations: consent, the advisor's phone, offline-first, and what the audio becomes. - Sales interaction monitoring in retail: mystery shopping, floor walks, CCTV and conversation intelligence compared. ## Where Borentis applies this - Playbook Adherence: Your playbook, finally observed. - Objection Intelligence: The reason they did not buy, in their own words. - Coaching from Best Conversations: Your best advisor, teaching everyone. Borentis is a retail conversation intelligence platform built specifically for Indian retail floors: offline-first capture across 50+ Indian languages, in-store execution scoring via the Borentis Score, live coaching, and automated omnichannel follow-up with closed-loop revenue attribution. Book a walkthroughCompare the tools → --- URL: https://borentis.com/learn/why-walk-ins-dont-convert/ Title: Why Walk-ins Don't Convert: What Retail Floor Conversations Actually Show Retail operations # Why Walk-ins Don't Convert: What Retail Floor Conversations Actually Show By Borentis Research · Retail operations · Updated 13 September 2026 · 5 min read Walk-ins do not convert for reasons the floor rarely reports accurately. Ask an advisor and the answer is price. Listen to the conversations and price is one reason among six, and often not the largest. This page lists the reasons as they appear in measured floor conversations across assisted-sales retail in India, and what each one asks of the retailer. ## The six reasons, as conversations show them - The objection was never answered. The customer raised delivery, EMI tenure or a rival's offer; the advisor acknowledged it and moved on. The customer left with the objection intact. - A step was skipped. No demonstration, no offer mentioned, no ask for the number. The customer was not sold to; they were shown a product. - The decision-maker was not in the room. The spouse, the parent, the business partner. The visit was reconnaissance, and nobody captured a number to reach the decision later. - The item was not there. The variant, the colour, the finance option. The customer asked and the store could not fulfil, and the request left no trace. - The comparison was conceded. The rival's price was named, the advisor matched or apologised, and the customer went to check the rival anyway. - The follow-up never came, or came generic. The customer said they would return; the message three days later did not mention the model they liked. ## What each reason asks for ReasonWhat it asks of the retailer | Objection unanswered | Coach the handling from the advisors who answer it well; put the answer in the playbook | Step skipped | Measure adherence per step; aim the coaching hour at the step and the advisor | Decision-maker absent | Capture a number every time; follow up with the family in mind | Item not there | Aggregate unmet requests by store; fix the range or the offer | Comparison conceded | Find the rebuttal that holds customers; make it everyone's | Follow-up generic | Write the follow-up from the conversation, on the agreed date ## Why the floor's summary is wrong Not from dishonesty. An advisor hears forty conversations a week and remembers the last sentence of each: "it is too expensive". The sentence before it, "because the EMI runs 36 months and I wanted 24", is the reason, and it is gone by the next customer. Measured conversations keep the sentence before. That is the whole difference between a report that says price and a report that says tenure. ## The number that changes first Retailers who start measuring conversations usually see one number move before conversion does: the share of non-buying conversations that end with a captured number. It is the leading indicator, because a walk-in with a number and a reason is recoverable and a walk-in without either is gone. ## Frequently asked questions ### Is price really not the main reason? Price is often the last thing said and rarely the whole reason. Measured conversations split it into finance terms, value perception and a rival's specific offer, each with a different fix. ### How quickly can a retailer see its own reasons? Within the first two weeks of capture. The pattern is usually visible from a few hundred conversations. ### Does this apply to a brand's promoters in multi-brand stores? Yes. The same six reasons appear at the shelf, and the brand sees them through its promoters' conversations. ## Related reading - Walk-in conversion tracking in retail - Conversation intelligence for car dealerships ## Where Borentis applies this - Objection Intelligence: The reason they did not buy, in their own words. - Walk-in Recovery: The customer who left is still yours. - Unmet Demand Signals: Demand for what you did not have. 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. Book a walkthroughSee the solutions → --- URL: https://borentis.com/learn/glossary/advisor-leaderboard/ Title: What is Advisor leaderboard? Category term # What is Advisor leaderboard? By Borentis Research · Glossary An advisor leaderboard in conversation intelligence ranks advisors on the quality of their conversations, such as playbook adherence and intent captured, rather than on revenue alone, so an advisor in a low-footfall store can top it. It is the reason top performers adopt recording first: the leaderboard makes their work visible for the first time. Advisors see their own position and evidence before their manager does. ## Related terms - Borentis Score: The Borentis Score is a single 0 to 100 measure of how well a store, region or advisor is executing its sales conversations, built from every consented conversation and comparable on one standard across the network. - 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. - Coaching heatmap: A coaching heatmap is a grid of playbook themes against advisors, coloured by miss rate, where each cell opens the conversations that show the gap, so a training hour can be aimed at the advisor and the skill that need it. ## Where Borentis applies this - Advisor Recognition: Great work, finally witnessed. - Coaching from Best Conversations: Your best advisor, teaching everyone. 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. Book a walkthroughAll terms → --- URL: https://borentis.com/learn/glossary/agentic-operating-system-for-customer-interactions/ Title: What is Agentic Operating System for Customer Interactions? Borentis term # What is Agentic Operating System for Customer Interactions? By Borentis Research · Glossary The Agentic Operating System for Customer Interactions is Borentis's description of a platform in which specialised agents capture every customer conversation, understand what happened, act on what it means, and teach the team from it, as one coordinated system rather than separate point tools. The four agents each own an outcome: Saarthi captures, Prajna understands, Cadence acts, Persona teaches. The rubric is the shared asset: the engine that scores a live conversation is the one that will certify a new hire against a simulated customer. ## 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. - 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. - Borentis Score: The Borentis Score is a single 0 to 100 measure of how well a store, region or advisor is executing its sales conversations, built from every consented conversation and comparable on one standard across the network. ## Further reading - Inside the technology 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. Book a walkthroughAll terms → --- URL: https://borentis.com/learn/glossary/borentis-score/ Title: What is Borentis Score? Borentis term # What is Borentis Score? By Borentis Research · Glossary The Borentis Score is a single 0 to 100 measure of how well a store, region or advisor is executing its sales conversations, built from every consented conversation and comparable on one standard across the network. It decomposes into its dimensions, so a movement has a cause attached: playbook adherence, objection handling, competitor defence, intent captured, follow-up rate and capture coverage. Because it measures conversation quality rather than revenue, a small store can outscore a flagship, which is the point: it separates execution from location. ## Related terms - 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. - 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. - 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. - Advisor leaderboard: An advisor leaderboard in conversation intelligence ranks advisors on the quality of their conversations, such as playbook adherence and intent captured, rather than on revenue alone, so an advisor in a low-footfall store can top it. ## Where Borentis applies this - Execution Scorecards: See the floor before the P&L does. 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. Book a walkthroughAll terms → --- URL: https://borentis.com/learn/glossary/brand-voice-of-customer/ Title: What is Brand voice-of-customer? Category term # What is Brand voice-of-customer? By Borentis Research · Glossary Brand voice-of-customer is what shoppers say about a brand at the shelf of a store the brand does not own: how promoters pitch it, what shoppers ask and object to, and which rival is named against it, captured from consented conversations by the brand's own promoters. For a brand in multi-brand retail it is the only direct line to the customer decision. Sell-through arrives from the retailer late and without reasons; this arrives weekly, by city and by model, in the shopper's words. ## Related terms - Competitor defence: Competitor defence is the measurement of how often a rival is named in a store's conversations, against which product and with what argument, and how well the advisor's answer holds the customer. - Unmet demand signal: An unmet demand signal is a customer request for a product, variant, feature or finance option that the store could not fulfil, captured from the conversation and aggregated as a demand list beside sell-through. - ShopperDNA: ShopperDNA is Borentis's term for the composite picture of who visits a store and why, built from consented conversations and, as the platform extends to vision, from anonymous footfall and engagement signals: what customers came for, what they asked, what they objected to, and what made them buy or leave. ## Where Borentis applies this - Brand Voice-of-Customer: The focus group hiding in plain sight. 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. Book a walkthroughAll terms → --- URL: https://borentis.com/learn/glossary/buying-intent-score/ Title: What is Buying intent score? Category term # What is Buying intent score? By Borentis Research · Glossary A buying intent score is a per-customer estimate of how close a walk-in was to purchasing, derived from what they said in the conversation: the model discussed, budget stated, timeline, objections raised and whether a number was shared. Its purpose is prioritisation. Follow-up effort goes first to the customers who were closest, and the score decays on its own so a lead from six weeks ago does not sit at the top of the queue. Intent is scored on the conversation, not on demographics, which keeps it free of the profiling concerns that attach to footfall and camera analytics. ## Related terms - Walk-in recovery: Walk-in recovery is the practice of following up a store visitor who did not buy, using what they said in the conversation, and attributing the eventual sale back to the original visit. - Recovery play: A recovery play is a follow-up brief Borentis writes for an advisor from a specific conversation: what to reference, which objection to answer, and a suggested message in the customer's language, timed to the agreed follow-up date. - Retail lead capture: Retail lead capture is the creation of a lead from an in-store conversation the moment a customer shares a phone number, carrying the model discussed, stated budget, timeline and objection, without the advisor filling in a form. ## Where Borentis applies this - Walk-in Recovery: The customer who left is still yours. 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. Book a walkthroughAll terms → --- URL: https://borentis.com/learn/glossary/capture-rate/ Title: What is Capture rate? Category term # What is Capture rate? By Borentis Research · Glossary 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. It is the first number a conversation intelligence programme produces and the one that keeps every other number honest. A high playbook score on a small share of conversations is not a high playbook score. Capture rate is also the adoption metric. An advisor who records nothing is visible as a row on the coverage report before the store opens, which is why non-recording cannot be used to hide from scoring. ## Example A store with 60 walk-ins and 42 consented recordings has a capture rate of 70%. ## Related terms - 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. - 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. - Advisor leaderboard: An advisor leaderboard in conversation intelligence ranks advisors on the quality of their conversations, such as playbook adherence and intent captured, rather than on revenue alone, so an advisor in a low-footfall store can top it. ## Where Borentis applies this - Playbook Adherence: Your playbook, finally observed. - Execution Scorecards: See the floor before the P&L does. 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. Book a walkthroughAll terms → --- URL: https://borentis.com/learn/glossary/coaching-heatmap/ Title: What is Coaching heatmap? Category term # What is Coaching heatmap? By Borentis Research · Glossary A coaching heatmap is a grid of playbook themes against advisors, coloured by miss rate, where each cell opens the conversations that show the gap, so a training hour can be aimed at the advisor and the skill that need it. It is the working surface of coaching from evidence. A manager reads it on Monday and knows which three people need help with objection handling and which one to learn from. ## Related terms - 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. - Advisor leaderboard: An advisor leaderboard in conversation intelligence ranks advisors on the quality of their conversations, such as playbook adherence and intent captured, rather than on revenue alone, so an advisor in a low-footfall store can top it. ## Where Borentis applies this - Coaching from Best Conversations: Your best advisor, teaching everyone. 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. Book a walkthroughAll terms → --- URL: https://borentis.com/learn/glossary/competitor-defence/ Title: What is Competitor defence? Category term # What is Competitor defence? By Borentis Research · Glossary Competitor defence is the measurement of how often a rival is named in a store's conversations, against which product and with what argument, and how well the advisor's answer holds the customer. It is the earliest competitive signal a retailer or brand has: a rival's campaign appears in customers' mouths weeks before it appears in sell-through. The output is a mention rate by store and week, and the rebuttal that works, found on the floor and spread to everyone. ## Related terms - Objection intelligence: Objection intelligence is the aggregation of the reasons customers give for not buying, in their own words, across every conversation, ranked by frequency and by how often each reason ends the conversation. - Brand voice-of-customer: Brand voice-of-customer is what shoppers say about a brand at the shelf of a store the brand does not own: how promoters pitch it, what shoppers ask and object to, and which rival is named against it, captured from consented conversations by the brand's own promoters. ## Where Borentis applies this - Competitor Defence: Hear the rival the moment your customer names them. 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. Book a walkthroughAll terms → --- URL: https://borentis.com/learn/glossary/consent-first-capture/ Title: What is Consent-first capture? Category term # What is Consent-first capture? By Borentis Research · Glossary 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. Under India's Digital Personal Data Protection Act the retailer is the Data Fiduciary and must show notice, consent, purpose and retention. Consent-first capture produces evidence of all four per conversation. Decline is one tap and the session does not start. The advisor's disclosure line is itself a scored step, so every recording carries proof that notice was spoken. ## Related terms - Disclosure line: A disclosure line is the sentence an advisor says at the start of a conversation to tell the customer it may be recorded and why, treated as a scored playbook step so that every conversation carries evidence that notice was given. - Data Fiduciary: A Data Fiduciary, under India's Digital Personal Data Protection Act 2023, is the entity that decides the purpose and means of processing personal data; for conversations recorded in a store, that is the retailer or brand, with the software vendor acting as a Data Processor on its instructions. - Transcript retention window: The transcript retention window is the agreed period for which a conversation's transcript and derived scores are kept after the audio has been deleted, set by the retailer as Data Fiduciary and enforced automatically. - 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 - Capture in-store conversations: the five design decisions ## Where Borentis applies this - Compliance & Consent: Proof of what was said at the counter. 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. Book a walkthroughAll terms → --- URL: https://borentis.com/learn/glossary/data-fiduciary/ Title: What is Data Fiduciary? Category term # What is Data Fiduciary? By Borentis Research · Glossary A Data Fiduciary, under India's Digital Personal Data Protection Act 2023, is the entity that decides the purpose and means of processing personal data; for conversations recorded in a store, that is the retailer or brand, with the software vendor acting as a Data Processor on its instructions. The fiduciary owes the customer notice, a lawful basis (usually consent), purpose limitation, retention limits and the ability to withdraw consent. A conversation intelligence programme has to be able to produce records of each. ## Related terms - 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. - Transcript retention window: The transcript retention window is the agreed period for which a conversation's transcript and derived scores are kept after the audio has been deleted, set by the retailer as Data Fiduciary and enforced automatically. - Disclosure line: A disclosure line is the sentence an advisor says at the start of a conversation to tell the customer it may be recorded and why, treated as a scored playbook step so that every conversation carries evidence that notice was given. ## Where Borentis applies this - Compliance & Consent: Proof of what was said at the counter. 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. Book a walkthroughAll terms → --- URL: https://borentis.com/learn/glossary/disclosure-line/ Title: What is Disclosure line? Category term # What is Disclosure line? By Borentis Research · Glossary A disclosure line is the sentence an advisor says at the start of a conversation to tell the customer it may be recorded and why, treated as a scored playbook step so that every conversation carries evidence that notice was given. A typical line: "To help me capture your requirements accurately, may I use our digital assistant during this conversation?" Mandatory product disclosures, such as finance terms or warranty conditions, are scored the same way. ## Related terms - 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. - Sales playbook: A sales playbook is the sequence of steps, claims, offers and disclosures a retailer trains its advisors to deliver in a customer conversation, such as greeting, need discovery, demonstration, objection handling, offer and close. - Data Fiduciary: A Data Fiduciary, under India's Digital Personal Data Protection Act 2023, is the entity that decides the purpose and means of processing personal data; for conversations recorded in a store, that is the retailer or brand, with the software vendor acting as a Data Processor on its instructions. ## Where Borentis applies this - Compliance & Consent: Proof of what was said at the counter. 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. Book a walkthroughAll terms → --- URL: https://borentis.com/learn/glossary/evidence-trail/ Title: What is Evidence trail? Borentis term # What is Evidence trail? By Borentis Research · Glossary 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. It is the safeguard that matters more than any accuracy claim. A surprising score can be checked in seconds by reading the lines behind it, and corrected if the transcript was misheard. It also changes how coaching lands. Feedback that points to the exact moment the close was skipped, next to what a top advisor said at the same moment, is evidence rather than opinion. ## Related terms - 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. - Coaching heatmap: A coaching heatmap is a grid of playbook themes against advisors, coloured by miss rate, where each cell opens the conversations that show the gap, so a training hour can be aimed at the advisor and the skill that need it. - Borentis Score: The Borentis Score is a single 0 to 100 measure of how well a store, region or advisor is executing its sales conversations, built from every consented conversation and comparable on one standard across the network. ## Where Borentis applies this - Coaching from Best Conversations: Your best advisor, teaching everyone. - Execution Scorecards: See the floor before the P&L does. 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. Book a walkthroughAll terms → --- URL: https://borentis.com/learn/glossary/in-store-conversation-intelligence/ Title: What is In-store conversation intelligence? Category term # What is In-store conversation intelligence? By Borentis Research · Glossary 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 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. Book a walkthroughAll terms → --- URL: https://borentis.com/learn/glossary/ Title: Retail Conversation Intelligence Glossary Glossary # The vocabulary of retail conversation intelligence The category is new enough that its words are still being settled. These are the ones we use, each defined in one sentence and then explained. Terms marked as Borentis terms are ours; the rest are category terms we define here first. Category termAdvisor leaderboardAn advisor leaderboard in conversation intelligence ranks advisors on the quality of their conversations, such as playbook adherence and intent captured, rather than on revenue alone, so an advisor in a low-footfall store can top it.Read →Borentis termAgentic Operating System for Customer InteractionsThe Agentic Operating System for Customer Interactions is Borentis's description of a platform in which specialised agents capture every customer conversation, understand what happened, act on what it means, and teach the team from it, as one coordinated system rather than separate point tools.Read →Borentis termBorentis ScoreThe Borentis Score is a single 0 to 100 measure of how well a store, region or advisor is executing its sales conversations, built from every consented conversation and comparable on one standard across the network.Read →Category termBrand voice-of-customerBrand voice-of-customer is what shoppers say about a brand at the shelf of a store the brand does not own: how promoters pitch it, what shoppers ask and object to, and which rival is named against it, captured from consented conversations by the brand's own promoters.Read →Category termBuying intent scoreA buying intent score is a per-customer estimate of how close a walk-in was to purchasing, derived from what they said in the conversation: the model discussed, budget stated, timeline, objections raised and whether a number was shared.Read →Category termCapture rateCapture 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.Read →Category termCoaching heatmapA coaching heatmap is a grid of playbook themes against advisors, coloured by miss rate, where each cell opens the conversations that show the gap, so a training hour can be aimed at the advisor and the skill that need it.Read →Category termCompetitor defenceCompetitor defence is the measurement of how often a rival is named in a store's conversations, against which product and with what argument, and how well the advisor's answer holds the customer.Read →Category termConsent-first captureConsent-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.Read →Category termData FiduciaryA Data Fiduciary, under India's Digital Personal Data Protection Act 2023, is the entity that decides the purpose and means of processing personal data; for conversations recorded in a store, that is the retailer or brand, with the software vendor acting as a Data Processor on its instructions.Read →Category termDisclosure lineA disclosure line is the sentence an advisor says at the start of a conversation to tell the customer it may be recorded and why, treated as a scored playbook step so that every conversation carries evidence that notice was given.Read →Borentis termEvidence trailThe 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.Read →Category termIn-store conversation intelligenceIn-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.Read →Category termLive nudgeA live nudge is a quiet prompt on the advisor's screen during a conversation, pointing to a playbook step that is being missed, such as asking for the number or mentioning the current offer.Read →Category termObjection intelligenceObjection intelligence is the aggregation of the reasons customers give for not buying, in their own words, across every conversation, ranked by frequency and by how often each reason ends the conversation.Read →Category termPlaybook adherencePlaybook 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.Read →Borentis termRecovery playA recovery play is a follow-up brief Borentis writes for an advisor from a specific conversation: what to reference, which objection to answer, and a suggested message in the customer's language, timed to the agreed follow-up date.Read →Category termRetail conversation intelligenceRetail 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.Read →Category termRetail lead captureRetail lead capture is the creation of a lead from an in-store conversation the moment a customer shares a phone number, carrying the model discussed, stated budget, timeline and objection, without the advisor filling in a form.Read →Category termSales playbookA sales playbook is the sequence of steps, claims, offers and disclosures a retailer trains its advisors to deliver in a customer conversation, such as greeting, need discovery, demonstration, objection handling, offer and close.Read →Borentis termShopperDNAShopperDNA is Borentis's term for the composite picture of who visits a store and why, built from consented conversations and, as the platform extends to vision, from anonymous footfall and engagement signals: what customers came for, what they asked, what they objected to, and what made them buy or leave.Read →Category termTranscript retention windowThe transcript retention window is the agreed period for which a conversation's transcript and derived scores are kept after the audio has been deleted, set by the retailer as Data Fiduciary and enforced automatically.Read →Category termUnmet demand signalAn unmet demand signal is a customer request for a product, variant, feature or finance option that the store could not fulfil, captured from the conversation and aggregated as a demand list beside sell-through.Read →Category termWalk-in recoveryWalk-in recovery is the practice of following up a store visitor who did not buy, using what they said in the conversation, and attributing the eventual sale back to the original visit.Read → --- URL: https://borentis.com/learn/glossary/live-nudge/ Title: What is Live nudge? Category term # What is Live nudge? By Borentis Research · Glossary A live nudge is a quiet prompt on the advisor's screen during a conversation, pointing to a playbook step that is being missed, such as asking for the number or mentioning the current offer. Nudges are coaching in the moment rather than a week later. At Borentis they are a roadmap capability offered as a pilot option; scoring and coaching after the conversation are available today. ## Related terms - 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. - Coaching heatmap: A coaching heatmap is a grid of playbook themes against advisors, coloured by miss rate, where each cell opens the conversations that show the gap, so a training hour can be aimed at the advisor and the skill that need it. ## Where Borentis applies this - Coaching from Best Conversations: Your best advisor, teaching everyone. 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. Book a walkthroughAll terms → --- URL: https://borentis.com/learn/glossary/objection-intelligence/ Title: What is Objection intelligence? Category term # What is Objection intelligence? By Borentis Research · Glossary Objection intelligence is the aggregation of the reasons customers give for not buying, in their own words, across every conversation, ranked by frequency and by how often each reason ends the conversation. It replaces the floor's summary ("price") with the customer's actual words ("the EMI tenure", "delivery by Diwali", "my wife has to see it"). Four teams read it: sales for the pattern, training for the handling gap, finance for the offer, and the category team for what a price point triggers. ## Related terms - Competitor defence: Competitor defence is the measurement of how often a rival is named in a store's conversations, against which product and with what argument, and how well the advisor's answer holds the customer. - Unmet demand signal: An unmet demand signal is a customer request for a product, variant, feature or finance option that the store could not fulfil, captured from the conversation and aggregated as a demand list beside sell-through. - Recovery play: A recovery play is a follow-up brief Borentis writes for an advisor from a specific conversation: what to reference, which objection to answer, and a suggested message in the customer's language, timed to the agreed follow-up date. ## Where Borentis applies this - Objection Intelligence: The reason they did not buy, in their own words. 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. Book a walkthroughAll terms → --- URL: https://borentis.com/learn/glossary/playbook-adherence/ Title: What is Playbook adherence? Category term # What is Playbook adherence? By Borentis Research · Glossary 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. It replaces the sampled view of mystery shopping and floor walks with a measured one. The useful form is not a single percentage but a breakdown by step, so a retailer sees that need discovery is fine and the finance offer is the step being skipped, and where. Adherence is trended weekly and compared across stores on the same standard, which makes the comparison fair regardless of footfall. ## Example Adherence of 82% on the EMI-offer step at three stores and 38% at two others points the coaching hour at two stores, not at the network. ## Related terms - Sales playbook: A sales playbook is the sequence of steps, claims, offers and disclosures a retailer trains its advisors to deliver in a customer conversation, such as greeting, need discovery, demonstration, objection handling, offer and close. - 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. - Coaching heatmap: A coaching heatmap is a grid of playbook themes against advisors, coloured by miss rate, where each cell opens the conversations that show the gap, so a training hour can be aimed at the advisor and the skill that need it. - 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 - Sales interaction monitoring in retail ## Where Borentis applies this - Playbook Adherence: Your playbook, finally observed. 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. Book a walkthroughAll terms → --- URL: https://borentis.com/learn/glossary/recovery-play/ Title: What is Recovery play? Borentis term # What is Recovery play? By Borentis Research · Glossary A recovery play is a follow-up brief Borentis writes for an advisor from a specific conversation: what to reference, which objection to answer, and a suggested message in the customer's language, timed to the agreed follow-up date. Plays are specific to the objection and the vertical. A delivery-timeline objection on a car gets a different play from a making-charge comparison on jewellery. The advisor sends the message; Borentis prepares and tracks it. That keeps the relationship and the consent with the person the customer met. ## Related terms - Walk-in recovery: Walk-in recovery is the practice of following up a store visitor who did not buy, using what they said in the conversation, and attributing the eventual sale back to the original visit. - Objection intelligence: Objection intelligence is the aggregation of the reasons customers give for not buying, in their own words, across every conversation, ranked by frequency and by how often each reason ends the conversation. ## Where Borentis applies this - Walk-in Recovery: The customer who left is still yours. - Objection Intelligence: The reason they did not buy, in their own words. 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. Book a walkthroughAll terms → --- URL: https://borentis.com/learn/glossary/retail-conversation-intelligence/ Title: What is Retail conversation intelligence? Category term # What is Retail conversation intelligence? By Borentis Research · Glossary 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 - What is retail conversation intelligence? - In-store conversation intelligence: a buyer's guide 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. Book a walkthroughAll terms → --- URL: https://borentis.com/learn/glossary/retail-lead-capture/ Title: What is Retail lead capture? Category term # What is Retail lead capture? By Borentis Research · Glossary Retail lead capture is the creation of a lead from an in-store conversation the moment a customer shares a phone number, carrying the model discussed, stated budget, timeline and objection, without the advisor filling in a form. It replaces the CRM entry that says "interested, will revert" with a record of what was actually said, and assigns the lead to the advisor who had the conversation with a follow-up date drawn from it. ## Related terms - Walk-in recovery: Walk-in recovery is the practice of following up a store visitor who did not buy, using what they said in the conversation, and attributing the eventual sale back to the original visit. - Buying intent score: A buying intent score is a per-customer estimate of how close a walk-in was to purchasing, derived from what they said in the conversation: the model discussed, budget stated, timeline, objections raised and whether a number was shared. - Recovery play: A recovery play is a follow-up brief Borentis writes for an advisor from a specific conversation: what to reference, which objection to answer, and a suggested message in the customer's language, timed to the agreed follow-up date. ## Where Borentis applies this - Walk-in Recovery: The customer who left is still yours. 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. Book a walkthroughAll terms → --- URL: https://borentis.com/learn/glossary/sales-playbook/ Title: What is Sales playbook? Category term # What is Sales playbook? By Borentis Research · Glossary A sales playbook is the sequence of steps, claims, offers and disclosures a retailer trains its advisors to deliver in a customer conversation, such as greeting, need discovery, demonstration, objection handling, offer and close. In conversation intelligence the playbook is the scoring standard. Each step is marked delivered or missed per conversation, so adherence can be measured rather than assumed. Playbooks are specific to a vertical and often to a store format. A car showroom scores the test drive; a telecom store scores the plan comparison; a durables floor scores the demonstration and the extended-warranty offer. ## Related terms - 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. - Disclosure line: A disclosure line is the sentence an advisor says at the start of a conversation to tell the customer it may be recorded and why, treated as a scored playbook step so that every conversation carries evidence that notice was given. - Borentis Score: The Borentis Score is a single 0 to 100 measure of how well a store, region or advisor is executing its sales conversations, built from every consented conversation and comparable on one standard across the network. ## Where Borentis applies this - Playbook Adherence: Your playbook, finally observed. - Launch & Offer Execution: Know your launch landed, on day one. 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. Book a walkthroughAll terms → --- URL: https://borentis.com/learn/glossary/shopperdna/ Title: What is ShopperDNA? Borentis term # What is ShopperDNA? By Borentis Research · Glossary ShopperDNA is Borentis's term for the composite picture of who visits a store and why, built from consented conversations and, as the platform extends to vision, from anonymous footfall and engagement signals: what customers came for, what they asked, what they objected to, and what made them buy or leave. It is a store-level and network-level picture, not an individual profile. Customers stay anonymous in every aggregate; the unit of analysis is the store, the model and the week. Voice alone answers why. Vision alone answers how many. ShopperDNA is the ambition to answer both from the same floor. ## Related terms - Brand voice-of-customer: Brand voice-of-customer is what shoppers say about a brand at the shelf of a store the brand does not own: how promoters pitch it, what shoppers ask and object to, and which rival is named against it, captured from consented conversations by the brand's own promoters. - Buying intent score: A buying intent score is a per-customer estimate of how close a walk-in was to purchasing, derived from what they said in the conversation: the model discussed, budget stated, timeline, objections raised and whether a number was shared. - Objection intelligence: Objection intelligence is the aggregation of the reasons customers give for not buying, in their own words, across every conversation, ranked by frequency and by how often each reason ends the conversation. ## Where Borentis applies this - Brand Voice-of-Customer: The focus group hiding in plain sight. - Unmet Demand Signals: Demand for what you did not have. 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. Book a walkthroughAll terms → --- URL: https://borentis.com/learn/glossary/transcript-retention-window/ Title: What is Transcript retention window? Category term # What is Transcript retention window? By Borentis Research · Glossary The transcript retention window is the agreed period for which a conversation's transcript and derived scores are kept after the audio has been deleted, set by the retailer as Data Fiduciary and enforced automatically. Audio is the liability; it is deleted once transcribed, with the deletion timestamped. Transcripts are kept for the window, and short-lived signals such as intent scores expire on their own. This is what turns "we record customers" into a posture a legal team can sign. ## Related terms - 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. - Data Fiduciary: A Data Fiduciary, under India's Digital Personal Data Protection Act 2023, is the entity that decides the purpose and means of processing personal data; for conversations recorded in a store, that is the retailer or brand, with the software vendor acting as a Data Processor on its instructions. ## Where Borentis applies this - Compliance & Consent: Proof of what was said at the counter. 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. Book a walkthroughAll terms → --- URL: https://borentis.com/learn/glossary/unmet-demand-signal/ Title: What is Unmet demand signal? Category term # What is Unmet demand signal? By Borentis Research · Glossary An unmet demand signal is a customer request for a product, variant, feature or finance option that the store could not fulfil, captured from the conversation and aggregated as a demand list beside sell-through. Sell-through records what sold. It is silent about the variant that was asked for forty times and stocked twice, because a request for an absent item leaves no trace in a billing system. The signal gives range decisions the other half of the evidence. ## Related terms - Objection intelligence: Objection intelligence is the aggregation of the reasons customers give for not buying, in their own words, across every conversation, ranked by frequency and by how often each reason ends the conversation. - Brand voice-of-customer: Brand voice-of-customer is what shoppers say about a brand at the shelf of a store the brand does not own: how promoters pitch it, what shoppers ask and object to, and which rival is named against it, captured from consented conversations by the brand's own promoters. ## Where Borentis applies this - Unmet Demand Signals: Demand for what you did not have. 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. Book a walkthroughAll terms → --- URL: https://borentis.com/learn/glossary/walk-in-recovery/ Title: What is Walk-in recovery? Category term # What is Walk-in recovery? By Borentis Research · Glossary Walk-in recovery is the practice of following up a store visitor who did not buy, using what they said in the conversation, and attributing the eventual sale back to the original visit. Most walk-ins do not buy on the first visit and most share a phone number. Recovery treats that visitor as a warm lead rather than a cold one: the follow-up references the model they liked, the budget they stated and the objection that stopped them. The recovery rate, sales traced back to a non-buying visit, is the number that ties conversation intelligence to revenue. ## Related terms - Recovery play: A recovery play is a follow-up brief Borentis writes for an advisor from a specific conversation: what to reference, which objection to answer, and a suggested message in the customer's language, timed to the agreed follow-up date. - Buying intent score: A buying intent score is a per-customer estimate of how close a walk-in was to purchasing, derived from what they said in the conversation: the model discussed, budget stated, timeline, objections raised and whether a number was shared. - Retail lead capture: Retail lead capture is the creation of a lead from an in-store conversation the moment a customer shares a phone number, carrying the model discussed, stated budget, timeline and objection, without the advisor filling in a form. ## Where Borentis applies this - Walk-in Recovery: The customer who left is still yours. 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. Book a walkthroughAll terms → --- URL: https://borentis.com/tools/dpdp-consent-notice-generator/ Title: DPDP Consent Notice Generator for Retail Stores (Free) Free tool # DPDP Consent Notice Generator for Retail Stores A DPDP consent notice is the written notice and consent wording a retailer uses, under India's Digital Personal Data Protection Act 2023, to tell customers that conversations may be recorded, for what purpose, for how long, and how to withdraw. Fill in your details and this page writes the entrance sign, the desk card, the advisor's disclosure line in English and Hindi, the consent page, the withdrawal notice, and the list of records to keep. Business nameType of placeStoreShowroomCentre (counselling, service)Purposesqualitytrainingfollow-up on your enquiryTranscript retention period30 days90 days180 days12 monthsPrivacy contact emailContact phoneHow customers withdraw consentCustomers may be under 18 (education, family purchases) ### Entrance notice (signage) Copy Conversations with our advisors in this store may be recorded, with your consent, for quality, training and follow-up on your enquiry. Recordings are transcribed and the audio is deleted. You can decline, and you can withdraw consent at any time. Details and contact: [Business name], [privacy email], [phone]. ### Desk card Copy We may record this conversation for quality, training and follow-up on your enquiry. We will ask for your consent first. Say no at any time and nothing will be recorded. Your details, if you share them, are used only to follow up on this enquiry and are kept for 90 days. Full notice: ask our advisor or scan the code. ### Advisor disclosure line (English) Copy To help me capture your requirements accurately without taking notes while we talk, may I use our digital conversation assistant? You can review and accept on your phone, or just say yes and read the code on my screen. ### Advisor disclosure line (Hindi, romanised) Copy Aapki zaroorat sahi se samajhne ke liye, kya main apna digital assistant use kar sakta/sakti hoon? Aap apne phone par dekh kar accept kar sakte hain, ya bas "haan" boliye aur screen par likha code padh dijiye. ### Consent page (QR or WhatsApp link) Copy [Business name] would like to record and transcribe this conversation for quality, training and follow-up on your enquiry. The audio is deleted after transcription. Your name and phone number, if you share them, are used only for follow-up on this enquiry and kept for 90 days. You can withdraw consent at any time by messaging us on WhatsApp or emailing us ([privacy email], [phone]). Questions and complaints: [privacy email]. You may also approach the Data Protection Board of India. [Accept and start] [Decline] ### Withdrawal and erasure notice Copy To withdraw consent or ask [Business name] to delete your details, contact [privacy email] or [phone] with the date and store. We will confirm within 7 working days. ### What to keep as a record Copy Keep per conversation: consent method and time, notice version shown, the advisor's spoken disclosure in the transcript, audio deletion timestamp. Keep per programme: the 90 days transcript retention rule and its deletion job, the withdrawal log, and the data processing agreement with your software provider. Copy everythingPrint Generated in your browser; nothing you type leaves this page. This is a working template based on the DPDP Act 2023 and published retail guidance, not legal advice. Confirm the wording with your counsel. ## How to use these - Print the entrance notice at A4 or larger and place it where customers enter. Place the desk card at every counter or consultation table. - Train advisors to say the disclosure line before any recording starts, and score it as a step in your playbook so every recording carries evidence that notice was spoken. - Put the consent page text behind a QR code on the desk card and in any WhatsApp or SMS consent link. - Keep the records listed. If a query arrives, they are what you will be asked for. ## Frequently asked questions ### Is signage enough for consent under the DPDP Act? No. Signage is notice. Consent needs a clear affirmative action for the stated purpose: a tap on the customer's own phone, or a spoken confirmation recorded at the start of the conversation. ### Do I need a Hindi version? The Act expects notice in a language the customer understands. For most Indian floors that means English and Hindi at minimum, with a regional language where the floor speaks one. ### Is this legal advice? No. It is a working template based on the Act and published retail guidance. Confirm the wording with your counsel before you print it. ## Further reading - DPDP consent notice for a retail store: the templates explained - Is recording customer conversations legal in an Indian store? - Capture in-store conversations: consent first Borentis takes consent before capture, on the customer's own phone or by spoken code, scores the disclosure line as a playbook step, deletes audio after transcription, and keeps the records this page lists, for every conversation on your floor. Book a walkthroughCompliance & Consent → --- URL: https://borentis.com/tools/ Title: Free Tools for Retail Floor Teams Free tools # Tools for retail floor teams Three small tools that run entirely in your browser. Nothing you type leaves the page. PrivacyDPDP consent notice generatorEntrance signage, desk card, the advisor's disclosure line in English and Hindi, consent page and withdrawal wording, filled with your details.Open →RevenuePilot baseline calculatorWalk-ins, capture rate, lead rate, follow-up and conversion in; the recoverable revenue on your floor out. The five numbers a pilot should agree before week one.Open →ExecutionPlaybook self-assessmentTwelve questions about how your floor sells today, scored, with the gap each answer points to.Open → --- URL: https://borentis.com/tools/pilot-baseline-calculator/ Title: Pilot Baseline Calculator for Walk-in Recovery (Free) Free tool # Pilot Baseline Calculator for Walk-in Recovery A pilot baseline is the set of five numbers a retailer measures before a conversation intelligence pilot changes anything: capture rate, lead rate, follow-up within the window, recovery rate and conversion on captured leads. Set your floor's values below and see how many non-buying visitors leave with no number today, and what recovering some of them is worth at your ticket size. Your networkStores in the pilot10Walk-ins per store per day40Trading days per month26Buy on the day18%Average ticket₹35,000The five pilot numbersCapture rate (consented conversations ÷ non-buying walk-ins)70%Lead rate (captured non-buyers who share a number)45%Follow-up within the agreed window80%Recovery rate (followed-up leads who buy later)12% ### Per month, from your inputs 10,400 walk-ins 8,528 leave without buying 5,970 of those, captured with consent 2,686 become leads with a number 2,149 followed up on time 258 recovered sales ₹90,26,035 recovered revenue per month, at your ticket size ### The number that changes first 5,842 non-buying visitors a month currently leave with no number and no reason recorded. That is the pool recovery draws from. Raising capture rate and lead rate moves it before anything else does. ### What to agree before week one - The current values of the five numbers, measured for two weeks before the pilot changes anything. - Which stores, which advisors, and who owns follow-up. - How a recovered sale is attributed to its original visit. - The retention window and the consent method. - The decision rule at week twelve. Every figure above is arithmetic on the values you set; nothing is a benchmark or a promise. Use your own two-week baseline for the five pilot numbers and the calculator becomes your plan. ## Frequently asked questions ### What is a capture rate? The share of a store's customer conversations that were recorded with consent, measured against walk-ins. It is the first number a conversation intelligence pilot produces and the one that keeps every other number honest. ### Where do the default values come from? They are placeholders to make the sliders useful, not benchmarks. Replace them with a two-week measurement from your own floor before the pilot starts. ### Is recovered revenue a promise? No. It is arithmetic on the numbers you set. The point of the pilot is to measure the five inputs on your floor, then this page becomes your plan rather than an estimate. ## Further reading - Walk-in conversion tracking in retail - Why walk-ins don't convert - What is capture rate? Borentis measures all five numbers on your floor from consented conversations, creates the lead the moment a number is shared, and tracks every follow-up to the agreed date. Book a walkthroughWalk-in Recovery → --- URL: https://borentis.com/tools/playbook-self-assessment/ Title: Retail Sales Playbook Self-Assessment (Free) Free tool # Retail Sales Playbook Self-Assessment A sales playbook self-assessment is a structured check of whether a retail floor can see its own selling: whether the playbook is written, whether adherence is measured, whether customers' reasons are known, and whether coaching rests on evidence. Answer twelve questions honestly and the page tells you where the gaps are. - PlaybookIs there a written sales playbook with named steps (greeting, need discovery, demonstration, offer, objection handling, close)? YesPartlyNo - PlaybookCan you say, for last week, what share of real customer conversations followed the playbook? YesPartlyNo - PlaybookDo you know which single step is skipped most often, and in which stores? YesPartlyNo - CustomersDo you know the top three reasons customers left without buying last month, in their own words? YesPartlyNo - CustomersWhen a non-buying customer shares a phone number, is a lead created with the model, budget and objection attached? YesPartlyNo - CustomersIs every agreed follow-up tracked to its date, with a visible overdue list? YesPartlyNo - CompetitionDo you know how often each rival is named on your floor, and against which model? YesPartlyNo - CompetitionIs there one trained rebuttal per top competitor comparison, and do you know whether it is used? YesPartlyNo - CoachingCan a manager point to the exact moment in a real conversation when a step was missed? YesPartlyNo - CoachingAre your best advisors' real conversations used as training material? YesPartlyNo - ConsentIf you record or note customer details on the floor, is notice given and consent taken before capture, with a record per customer? YesPartlyNo - CoverageDo you know your walk-in count and how many walk-ins were served by an advisor, per store, per day? YesPartlyNo ### Answered 0 of 12 – / 100 Scored in your browser; nothing is sent anywhere. The score is a mirror, not a benchmark. ## Further reading - How to evaluate sales advisors in retail - Sales interaction monitoring in retail - What is playbook adherence? Borentis turns every “no” above into a measured number: playbook adherence per step, the customer's reasons in their own words, the rival named at the counter, and coaching from your own best conversations. Book a walkthroughPlaybook Adherence → --- URL: https://borentis.com/how-we-write/ Title: How We Write Borentis Research # How we write Everything under Learn on this site is written by Borentis Research, the editorial desk at Borentis, to the standards below. We publish them so a reader, a journalist or an answer engine can judge what our pages are worth. ## What we publish - Definitions. Each glossary entry opens with a one-sentence definition in the form “X is”, then explains it. We define category terms we did not coin as carefully as the ones we did, and we mark which is which. - Guides. Practical explanations of how something works on an Indian retail floor, written for the person who has to decide or do it. - Comparisons. Borentis against named competitors and against the older methods it replaces. ## The rules - Definition first. The first sentence of a page answers the question in the title. Nothing is buried below a preamble. - Competitors are described from their own public material, quoted or paraphrased faithfully, and we say where they are stronger than we are. A comparison that only flatters us is not useful to a buyer and would not be cited by anyone. - No invented numbers. Where we cite a figure it comes from a named source or from our own demo and pilot data, labelled as such. Where we have no figure we say so rather than estimating one. Language counts, ROI percentages and accuracy claims are not made on this site. - Roadmap is stated as roadmap. A capability that is not available today is described as a direction, never as a feature. Our own product pages follow the same rule. - Customers stay anonymous. Worked examples use fictional advisors and unnamed retailers. We do not publish a client name without written permission, and we have not yet published any. - Law is summarised, not advised. Pages on India's Digital Personal Data Protection Act summarise the Act and published retail guidance in plain language, and say that they are not legal advice. - Dates are honest. Every page carries its published and updated dates, and the sitemap reports the real last change from version control, not a refreshed timestamp. ## Sources we rely on - The Digital Personal Data Protection Act 2023 and the Retailers Association of India's guidance for members. - Competitors' own websites and documentation, fetched at the time of writing. - Our own platform: what it does today, tested, and what is on its roadmap. - Conversations with retail sales, learning and operations leaders in India, unattributed. ## Review and corrections Every page is reviewed by the founding team before publication and re-read when its subject changes. If you find an error, a claim about your product you believe is wrong, or a number without a source, write to hello@borentis.com and we will correct it and note the change on the page. ## Machine readers Search and answer engines are welcome to read and cite this site. The full text is available at /llms-full.txt, with an index at /llms.txt. We ask only that a citation link to the page it came from. Start with what retail conversation intelligence is, the glossary, or the full Learn index. Learn →About Borentis --- URL: https://borentis.com/pricing/ Title: Pricing Custom pricing # Build your Borentis plan Borentis is priced per store per year, with paid pilots of eight to twelve weeks. Three questions and we will send a plan for your network. ## 1. How many advisors would you track? 1 to 50 advisors (pilot)50 to 250 advisors (mid-market)250 to 1,000 advisors (enterprise)1,000+ advisors (large enterprise) Next →