Talkmap

About Talkmap

Talkmap provides a conversational intelligence platform that utilizes artificial intelligence and machine learning to analyze customer conversations from contact centers. Founded in 2017 by Jonathan Eisenzopf, and led by CEO Tim Moss, the company aims to give businesses visibility into their most valuable assets: customer conversations. Originally named discourse.ai, the Dallas-based company has secured $17.6 million in total funding, including an $8 million Series A round in February 2022.

The company’s core product, the Talkdiscovery™ Platform, ingests raw, unstructured data from 100% of customer calls and chats. It then uses a combination of patented AI, machine learning, and advanced linguistics to automatically structure, label, analyze, and visualize these interactions in near real-time. This process uncovers actionable insights that can be used to improve customer experience (CX), employee experience (EX), operational efficiency, and automation. The platform identifies conversation intents and patterns, enabling businesses to understand customer needs, detect emerging issues, and discover revenue opportunities. Talkmap serves large enterprises, particularly in the financial services and mobile operator markets.

Features include real-time analytics, data visualization, sentiment analysis, and seamless integration with existing enterprise systems like Customer Data Platforms (CDP) and Customer Relationship Management (CRM) tools. In August 2024, Talkmap launched Talkdiscovery 9.0, which introduced Continuous Question Intelligence (CQI), allowing users to automatically and continuously ask specific questions of their conversation data. The platform is designed to provide better-than-human accuracy at scale, helping companies to enhance agent performance, monitor for compliance, and make data-driven decisions to boost profitability and customer loyalty.