As Head of Engineering and Product at Voiceops, I’ve spent years helping companies turn customer conversations into business value. Today, I’m thrilled to introduce Synthesis, our new AI-driven product that transforms the way businesses learn from their data. In this post, I’ll share why Synthesis is a game-changer for sales and call center teams – especially in regulated industries like education, financial services, and energy – and how it revolutionizes sales coaching with actionable intelligence.
Traditional BI often relies on dashboards full of charts and KPIs – informative, but not always actionable. Business Intelligence (BI) has come a long way from static reports and spreadsheets to slick dashboards. Traditional BI tools excel at aggregating data into graphs and tables, giving us snapshots of performance. However, if you’ve ever sat in front of a beautiful dashboard and still had to ask “So, what now?”, you’re not alone.
Conventional BI often overwhelms with metrics but falls short on guidance and definitely fails to tell you the story your data is trying to tell you. It fails to fully understand your customers better and certainly does not bridge the gap between insight and action (Why Traditional BI Is Failing: The Rise of Strategic Intelligence). We get loads of information but not necessarily the intelligence to know what to do next. In fast-moving markets and heavily regulated sectors, this lack of actionable insight isn’t just frustrating – it’s costly. Businesses need more than retrospective charts; they need forward-looking answers and context-aware recommendations. This is the gap we set out to fill with Synthesis.
Imagine if your business intelligence could tell a story rather than just show numbers. That’s exactly what Synthesis does. We designed Synthesis to transform BI from static dashboards into dynamic, AI-powered narratives derived from real customer conversations. Instead of just displaying charts, Synthesis listens to the actual calls and interactions your teams have with customers. It then “synthesizes” that raw dialogue into concise insights, trends, and recommended actions.
In short, Synthesis not only shows you the data, it interprets it for you. For example, rather than a bar graph of product mentions, Synthesis might deliver a narrative like: “Customers are frequently asking about pricing flexibility this week, which could indicate emerging pushback on value. Consider equipping reps with additional talking points on our discount options.” This is BI in narrative form – a living report that updates as your conversations evolve. The difference is profound: you move from staring at charts to understanding the story behind the numbers. And because these insights come straight from real calls, they carry the nuance and context that generic dashboards miss. It’s like having an analyst who crunches numbers and reads between the lines of every customer conversation.
One area we’re most excited about is how Synthesis will revolutionize sales coaching. Anyone leading a sales or call center team knows the challenge of coaching at scale – especially when you might have dozens of reps (or in some cases, 100 reps per 1 coach!) under your wing. Traditional call coaching meant spending hours listening to call recordings or combing through transcripts, trying to spot coachable moments. It doesn’t scale, and important insights slip through the cracks.
Synthesis changes the game by acting like a virtual expert coach that reviews 100% of calls and surfaces the moments that matter. Even more powerfully, it understands your business context and coaching philosophy. We’ve trained Synthesis to mirror the expertise of your top sales managers – the kind of coach who knows not just what to say, but why it matters for your business. The AI looks for behaviors and patterns your best coaches would recognize (for example, missed opportunities to upsell a new product, or a lack of empathy on a compliance-related call) and then provides concrete, actionable feedback to the rep and their manager. It’s as if your best coach could sit in on every single call and instantly write up coaching notes.
Early results are astounding: even teams with high coach-to-rep ratios have been able to cover every call and see consistent improvements. In one pilot, a call center with a 100:1 rep-to-coach ratio saw compliance issues virtually eliminated – “compliance completely solved” with measurable improvement in adherence to script and policy (Voiceops). Synthesis enabled them to catch and coach on issues that would have been impossible to find manually. We’re effectively turning every call into a coaching session, without piling extra work on your managers.
A question I often get is, “How is Synthesis different from just using a generic AI like ChatGPT?” The short answer: Synthesis is not a one-size-fits-all AI – it’s a tailor-made expert that speaks your company’s language. While generic AI can produce fluent text, it doesn’t inherently know your industry’s regulations, your product nuances, or what “good” looks like for your team. In fact, out-of-the-box AI tends to give boilerplate advice because it was never trained on your specific domain. As one analysis put it, a generic model will give you a generic answer, whereas a fine-tuned model delivers “more accurate and context-aware responses” in the domain it’s trained on (ChatGPT Enterprise vs. Fine-tuned ChatGPT – The Ultimate Guide for Decision Makers). Synthesis has your company’s coaching methodology baked into its core. We capture your team’s unique expertise and turn it into an AI model that thinks like your best people (Voiceops). That means the guidance Synthesis provides aligns with the techniques your top performers use and the compliance standards your industry demands. If your sales methodology says every call should open with a needs assessment, Synthesis will flag when it’s missing. If your compliance team requires a disclaimer before discussing certain topics, Synthesis will notice if a rep skips it. This isn’t generic advice – it’s your playbook, at scale.
The competitive edge here is huge: you get all the efficiency and consistency of AI, without sacrificing the personalization and relevance of your proven approach. It’s like having a version of ChatGPT that was raised within your company, under your best coaches’ tutelage, and under the watchful eye of your compliance officers. Your data stays secure (critical for industries like finance or energy), and the insights are laser-focused on moving your specific needles – be it higher enrollment rates in education, better upsell in financial services, or improved customer trust in energy utilities.
The real magic of Synthesis is hearing our customers describe the impact. One anecdote that still gives me goosebumps came from a coaching leader at one of our early adopters. After running Synthesis on their sales calls, this seasoned coach reviewed the AI’s coaching tips for her reps. Her reaction was: “This sounds like me.” She meant that the AI’s suggestions were indistinguishable from what she would have recommended herself. Synthesis had effectively captured her coaching voice – the same phrasing, the same priorities, the same motivational tone. For her, it was like seeing a digital version of herself guiding the team, but operating 24/7 and never missing a teachable moment. We’ve heard similar feedback elsewhere: managers feeling like the AI “gets it,” new reps saying the AI’s guidance is so practical that it’s like having a personal mentor.
One senior VP at a large education company told us that “this is the highest confidence we’ve had in any system capability by a landslide” after seeing Synthesis in action. That kind of trust is what we strive for. It’s not about tech for tech’s sake – it’s about solutions that truly work in the real world. And when our customers see their own expertise reflected back to them in the product, they know it was built for them, not a generic call center out there.
Ready to move beyond “What now?” and start unlocking the Growth hiding in plain sight? Let’s talk. Book a demo of Synthesis today, and let us show you what the future of intelligent coaching looks like for your organization. Your next breakthrough insight might just be one conversation away.