Artificial Intelligence Discovers How To Improve Sales Performance

With the permission of both sales people and the customers, calls are recorded and stored in the cloud (as both audio and video files). Gong goes through a first-pass machine transcription of the calls and then applies NLP to work around the inaccuracies of the initial transcription and deal with the complexity of human to human interactions. In contrast to the relatively straightforward human to machine interaction in the case of Siri or Amazon Echo, the sales conversations Gong is tackling are free flowing, multi-party, and riddled with interruptions and speech fragments. The text of the transcription is categorized by pre-set topics such as "budget," "timeline," "pricing," "competitors," and "urgency." The analysis of the conversation shows which topic was discussed, when, and by whom, how much a sales person is talking vs. listening, which questions are asked, and the objections raised.