Conversation Intelligence Plus lets sales and support teams tailor post-call summaries, automate scorecard selection and prepare follow-up email drafts.

CloudTalk has introduced Conversation Intelligence Plus, extending its call analysis tools with settings tailored to different teams. The announcement focuses on four capabilities: custom summaries, custom topics, automatic template assignment and AI-assisted follow-up emails.

With custom summary templates, administrators can specify what a summary should capture and how it should read. Support teams could record the customer’s problem, troubleshooting steps and resolution, while sales could capture needs, budget and next actions. Accounts can keep up to 10 summary templates, including the default. Templates apply to future calls after they are saved, rather than rewriting past summaries. CloudTalk Help Center

Plus also adds automatic assignment of scoring templates by group or Voice Agent. This could reduce the manual work involved in applying different quality criteria across departments. Up to 10 scoring templates are available in both CI Basic and CI Plus; automatic assignment is the Plus capability. CloudTalk Help Center

Businesses can define up to 20 custom topics, such as product names, competitors or pricing objections. These appear alongside automatically detected topics in filters and analytics, helping teams track recurring issues across conversations. CloudTalk Help Center

The email follow-up feature creates a subject line and message from the call. Agents trigger generation, review and edit the draft, then send it through their own email application. CloudTalk does not automatically send these messages. CloudTalk Help Center

According to CloudTalk’s plan documentation, CI Plus costs €19 per user per month, replacing the €9 CI Basic charge. Existing paying Basic customers are charged from the upgrade date. Customers without Conversation Intelligence can start a 30-day trial, which converts to the selected paid plan unless cancelled. For human-