Salesforce Einstein Conversation Insights [Newest AI Analytics]

Sales calls can be full of potential, but it's not always clear what to focus on.

That’s where Salesforce Einstein Conversation Insights comes into play: it’s an advanced tool that captures conversations, detects meaningful patterns, and boosts team performance with AI‑driven precision.

In this blog, we’ll cover:

• What Einstein Conversation Insights is and how it works inside Salesforce
• Real‑world use cases for sales, support, and marketing teams
• Core features such as speech‑to‑text transcription, sentiment analysis, and AI call summaries
• Concrete business benefits, including faster coaching and data‑driven decisions
• A step‑by‑step setup guide and quick tips for smooth adoption

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What is Salesforce Einstein Conversation Insights?

Salesforce Einstein Conversation Insights (ECI) is Salesforce’s AI engine for turning recorded sales and support conversations into searchable, insight‑rich data inside your CRM.

It listens to voice and video calls, transcribes the dialog, then flags moments that matter such as questions, objections, competitor mentions, and next‑step commitments.

Key functionalities include:

• Automatic speech‑to‑text: ECI creates full transcripts in more than thirty languages and dialects, so teams never have to rewatch a call just to find one detail.
• Keyword and phrase detection: Pre‑built and custom insights spot pricing talks, product interest, or at‑risk signals the second they appear.
• Generative summaries and Q&A: With Einstein for Sales, reps can click once to generate call summaries or ask natural‑language questions about any past meeting.
• Sales Signals themes: The AI groups related transcript data to reveal trends, so leaders can adapt playbooks fast.

Benefits for Businesses

Einstein Conversation Insights cuts coaching time because managers can jump straight to the moment an objection or competitor mention appears, leave feedback on the spot, and share the clip with the whole team.

It also allows reps to spend less time on admin work thanks to automatic call summaries and action‑item lists that arrive the moment processing is done.

Finally, it provides leaders a clearer view of deal health because every insight flows into Salesforce dashboards and reports, turning raw conversations into real‑time data they can trust to drive sales operations.

Built Into Salesforce

Because ECI lives inside Sales Cloud, every processed call becomes a Voice or Video Call record that sits in the Activity Timeline, Pipeline Inspection, and standard reporting.

There is no jumping between tools: reps review recordings, insights, and generative summaries right where they already track accounts and opportunities.

In short, Einstein Conversation Insights turns raw conversations into actionable intelligence that boosts revenue, improves customer support, and levels up team performance.

Einstein Conversation Insights Use Cases

Einstein Conversation Insights (ECI) fits seamlessly into the daily workflows of sales, support, and marketing teams, turning conversations into actionable intelligence that drives growth.

Sales Teams

Sales managers gain insights that help them sell smarter and faster:

• Targetedcoaching: Managers can skip to the exact moment a prospect raises an objection or mentions a competitor, then leave time-stamped notes for reps to review. This speeds up skill development and shortens ramp times for new hires.
• Effortless follow-ups: Automatic call transcripts and AI-generated action items are attached to each call record, helping reps craft accurate follow-up emails in minutes instead of hours.
• Deal insights: ECI highlights buying signals, recurring objections, and competitor mentions, enabling reps to refine their pitches and focus on high-probability opportunities.

Support Teams

Customer service agents and supervisors use ECI to improve satisfaction and reduce resolution times:

• Quick post-call summaries: ECI produces AI-driven summaries that capture tone, intent, and next steps. Agents can instantly understand whether a customer left happy or frustrated and respond appropriately.
• Proactive issue management: Supervisors track sentiment trends across support interactions, identifying patterns in complaints or common product issues before they escalate.
• Knowledge base optimization: Insights from calls inform updates to help desk articles, FAQs, and escalation workflows, leading to faster problem resolution and fewer repeated inquiries.

Marketing Teams

Marketing leaders and content strategists can use conversation insights to align campaigns with real customer needs:

• Message validation: By grouping keywords into themes, ECI reveals which product features, benefits, or competitors prospects mention most often during calls.
• Content strategy: These insights guide blog topics, email campaigns, and ad messaging, ensuring marketing speaks the same language as the market.
• Feedback loop: Marketing can share data-driven talking points with sales, creating tighter alignment between campaigns and the real objections or desires expressed by buyers.

Cross-Functional Benefits

Beyond individual departments, ECI delivers value organization-wide:

• Improved forecasting: Sales and revenue leaders gain visibility into conversation trends that indicate deal health, competitive threats, and pipeline risk.
• Compliance monitoring: AI can detect mentions of sensitive topics or regulatory language, alerting teams to potential compliance issues early.

Enhanced collaboration: Shared conversation clips make it easy for marketing, product, and customer success teams to align on voice-of-the-customer insights.

Benefits of Using Einstein Conversation Insights

Using Einstein Conversation Insights means teams spend less time digging through call recordings and more time acting on what matters.

Here are some of the key benefits:

• Time saved on every call: Automatic transcripts, action items, and optional AI call summaries land on the record within minutes, eliminating hours of manual note taking each week.
• Quicker, smarter coaching: Managers jump to the exact quote, leave comments, and bundle the best clips into Call Collections that new hires can binge like playlists, so feedback loops stay tight and focused.
• Better decisions in the pipeline: Every call and its insights flow into standard Salesforce dashboards and reports, letting leaders spot risks or trends without juggling extra spreadsheets.
• One tool, many teams: Sales, support, and marketing all tap keyword trends and sentiment cues to refine messaging and workflows, turning raw talk tracks into cross‑team wins.
• Reusable enablement assets: Call Collections bundle the best moments into shareable playlists, turning real conversations into everyday learning material that keeps skills sharp.

How to Set Up Einstein Conversation Insights

Getting started with Einstein Conversation Insights (ECI) is simple, but following the right steps ensures everything runs smoothly. 

Here’s how to enable ECI and start turning every customer call into searchable, insight-rich sales data:

Confirm Edition Compatibility

Check that your Salesforce edition supports ECI before beginning:

• ECI is included in Performance and Unlimited Editions

• Enterprise Edition users can add it for an additional fee

Enable the Feature in Setup

You’ll need to turn on ECI within Salesforce Setup:

• In Setup, search for “Einstein Conversation Insights”

• Open General Settings and switch Conversation Insights to “On”

• Wait for the readiness indicator; dashboards appear once processing completes

Assign Permission Sets

Make sure the right users have access to ECI features:

• On the General Settings page, click Add Assignment

• Choose Einstein Conversation Insights permission sets

• Pick the users who need access and save

Connect a Voice Recording Provider

To capture voice conversations, link ECI to your call recording provider:

• Expand Connect a Voice Recording Provider and select Connect

• Salesforce supports: Sales Dialer, Dialpad, RingCentral, Aircall, Amazon Connect, and others

• Ensure your provider is actively recording calls for seamless integration

Integrate a Video Recording Provider (optional)

If your team uses video conferencing, you can also connect a video provider:

• Under Connect a Video Recording Provider, pick Zoom, Google Meet, or Microsoft Teams

• For Zoom: enable Zoom in ECI, accept terms, install the Salesforce Sales Cloud 360 app from the Zoom Marketplace, then have each user link their Zoom account

• A confirmation message will guide users through completion

Define Call Insights

Next, configure the keywords and triggers you want to track:

• Open Call Insights Setup and add keywords for products, competitors, or specific triggers

• Create up to 100 custom insights, each with 25 keywords

• Work with sales leadership to ensure all high-value insights are captured

Monitor Status and Licenses

Keep an eye on system health and user access:

• Use the Status and Usage panel to check license counts and connection health

• Verify that all intended users are assigned and active

Test and Train

Finally, test your setup and onboard your team:

• Record a test call and confirm that a Voice or Video Call record appears with a transcript and insights

• Train reps on how to review calls, extract action items, and leverage AI summaries

Pro tip: Use the Flow Conversation Transcript action in Flow Builder to automatically create follow-ups or tasks based on transcript text.

Einstein Conversation Insights Key Features

Einstein Conversation Insights bundles speech recognition, natural-language AI, and coaching tools into one Salesforce panel.

The following are some of its standout features:

Speech-to-text transcription

Every call is automatically transcribed, so reps and agents don’t need to rewatch recordings. They can quickly search for specific phrases, review what was said, and focus on the follow-up instead of note-taking.

Sentiment analysis

ECI detects the tone of each call (positive, neutral, or negative) and includes it in the AI-generated summary. Support teams can use this to understand how customers feel and tailor responses that match the mood.

Actionable insights

Keywords like competitor names, pricing questions, or product mentions are flagged automatically. Sales reps can see what mattered most in the call, while managers can use these patterns to guide coaching and improve messaging.

Real-time coaching tools

Managers are allowed to leave comments on specific moments in the transcript, tag teammates, and build playlists of key clips. This can speed up the hiring process and ensure the whole team learns from real conversations.

Call summaries and next steps

After each call, ECI generates a short summary and a list of action items. Sales teams can use this to send timely, relevant follow-ups that keep deals moving without missing key details.

FAQ About Einstein Conversation Insights

What does an ECI call look like?

Each recorded voice or video meeting appears in Salesforce as a Voice Call or Video Call record. The page shows an interactive player, a clickable transcript, and insight chips that jump to the exact second a question, objection, or next step occurred.

How do you integrate Salesforce ECI with a voice recording provider?

In Setup, open Einstein Conversation Insights > General Settings, expand Connect a Voice Recording Provider, and click Connect. Follow the prompt for your dialer: Sales Dialer, Dialpad, RingCentral, Aircall, Amazon Connect, or another CTI tool, and save. Once the admin finishes, users link their accounts and recorded calls flow into Salesforce automatically.

How much does Einstein Conversation Insights cost?

Baseline ECI is included at no extra charge in Sales Cloud Unlimited Edition. Enterprise Edition gets ten ECI licenses by default; additional seats or generative AI features like Call Summaries and Sales Signals require either the Einstein 1 Sales Edition or the Einstein for Sales add-on.

What is the limit on Einstein Conversation Insights?

Pricing and availability vary by edition, contracts, and enablement options. The best path is to check the official Salesforce pricing page and speak with your Salesforce account representative for current details and packaging.