Use AI-powered insights to improve sales conversations
Important
This content is archived and is not being updated. For the latest documentation, go to the Microsoft Dynamics 365 documentation. For the latest release plans, go to Dynamics 365 and Microsoft Power Platform release plans.
| Enabled for | Public preview | General availability |
|---|---|---|
| Users, automatically | 
Aug 2, 2022 |
Oct 3, 2022 |
Business value
Viva Sales conversation intelligence leverages state-of-the-art natural language technology to automatically generate a call report, detect questions, calculate conversational KPIs, extract action items, and more. By capturing these key moments, salespeople can focus on the conversation and stay actively engaged with their customers.
Feature details
For Teams meetings with customers, Viva Sales provides sales-specific analysis helping a seller stay on top of any important topic that comes up.
The analysis includes rich insights and a navigable call timeline and a call transcript that's segmented automatically and decorated with highlights and sentiment detections.
Insights include:
- Call summary: State-of-the-art natural language technology to automatically generate a call report to capture all the key moments.
- Question detection: Allows salespeople to discover their customers' objections and concerns, learn what matters to them, and profile their buying process.
- Entity recognition (including brand and competitor detection): Quickly identify mentions of people, competitors, money, and dates.
- Conversational KPIs: Talk-to-listen ratio, talking speed, switches between participants, and more. Using this capability, sales managers can easily identify winning sales strategies, formulate dos and don’ts for customer engagements, and quickly scale them across the entire sales organization.
- Topic segmentation: Provides a powerful tool for salespeople to navigate through a conversation by splitting the conversation into unique segments where each topic was discussed.
- Speech to text: Supports 15 languages—Chinese Simplified, Dutch, English, French, German, Italian, Japanese, Portuguese, Spanish, Hebrew, Danish, Swedish, Finnish, Norwegian, and Arabic.
- Sentiment analysis: Designed to help companies improve customer sales conversations by identifying positive, negative, and neutral moments within conversations.
- Keywords and competitor tracking: Customer conversations can be tracked using keywords and competitors to gain insights into customer interests, pains, buying habits, and growth opportunities.
- Action items: Automatically captures action items raised during calls.