In most organizations, these conversational fragments — often rich with insight — seldom find their way into CRM systems or dashboards. Despite their potential, they hold valuable intelligence regarding crucial business aspects such as why a deal failed, what a customer truly thought, or how a competitor was mentioned and dismissed.

This is the challenge that communication intelligence — a burgeoning sector of corporate AI focused on interpreting human dialogue in real time — seeks to overcome. It represents a shift toward what industry experts refer to as agentic AI. According to Grand View Research, the global corporate agentic AI market was valued at $2.59 billion in 2024 and is expected to expand at a compound annual growth rate of 46.2% through 2030. In practical terms, this suggests a projected market size nearing $30 billion by 2030 — a strong indicator that demand for proactive, decision-making AI is escalating across sectors.

Dima Gutzeit, founder and CEO of LeapXpert — the communication intelligence firm that recently acquired messaging AI startup StartAdam — stated in an interview that significant business insights frequently remain hidden within routine discussions. “A financial advisor discussing deal specifics with a high-net-worth client via WhatsApp typically had limited means to convey that context to their team. Communication intelligence alters this scenario,” Gutzeit remarked.

For enterprises communicating externally across platforms like WhatsApp, iMessage, and email — and internally on collaboration tools like Teams or Slack — there has never been a greater necessity to unify the fragmented communication domains prevalent today. Simply storing conversations is insufficient; organizations must now comprehend them, regulate them, and act upon them.

LeapXpert is not the sole player in this domain. Competitors include Moveworks, which employs generative AI to enhance workplace communication; Observe.ai, which assists contact centers in analyzing agent performance; and Cognigy, which automates conversation processes across customer service teams. Although their applications vary, the fundamental premise remains consistent: Corporate conversations are brimming with data — provided you can capture, interpret, and manage it.

The Era Of Forgotten Conversations

Executives have traditionally invested in business intelligence dashboards and CRMs to derive value from structured data. However, the majority of human interaction occurs in channels not designed for analysis. This gap is generating numerous blind spots, according to Gutzeit.

“If a company isn’t managing consumer-grade tools like WhatsApp or Signal, it’s exposing itself significantly in terms of knowledge and compliance management,” he informed me. The consequences extend beyond regulatory exposure; they also lead to redundant efforts, diminished situational awareness, and missed opportunities from clients.

Communication intelligence aims to resolve this by leveraging AI to interpret conversation data as it unfolds — highlighting risks, detailing key topics, or condensing actionable items into CRM entries. When executed effectively, it transforms daily exchanges into strategic feedback. Conversely, poor execution might transform organizational communication channels from disarray into complete disorder.

From Summaries To Strategy

LeapXpert’s AI layer, Maxen, is among a growing array of agentic AI tools that don’t merely react to inquiries but proactively engage in workflows. This entails recommending subsequent actions, prompting employees to follow up, or identifying compliance breaches in real time.

“Agentic AI actively participates in conversations akin to a smart assistant,” Gutzeit elucidated. “It consolidates key points, records them in CRMs, and facilitates real-time cooperation — all without manual intervention.”

The broader corporate AI landscape is trending in this direction. For instance, Zoom AI companion now provides real-time meeting summaries and sentiment tracking. Microsoft’s AI copilot is also embedding conversational intelligence into Teams. While copilot and Zoom serve as excellent AI tools for internal use on one platform, Maxen adopts a distinct approach, functioning like copilot but across all your channels, whether internal or external.

For numerous business leaders, the issue is no longer whether AI can grasp dialogue. Instead, it’s more about how to utilize that comprehension.

A Competitive Edge Or Compliance Risk?

In heavily regulated fields like finance and healthcare, communication intelligence also presents a route to compliance. AI tools can highlight language breaching policies, bring attention to disclosures, or generate audit trails across consumer messaging platforms.

However, there exists a delicate boundary between oversight and overreach. Numerous AI skeptics and critics have voiced worries that extensive scrutiny of workplace dialogues might blur ethical lines, particularly when AI summaries misinterpret tone or context.

To counteract this, vendors are incorporating transparency features. For example, Maxen links every AI summary to the original threads, enabling users to validate assertions. “Nuance is maintained through several layers of verification,” Gutzeit highlighted. “Summaries quote directly from Slack, Teams, WhatsApp, and CRM systems.”

Where The Market Is Heading

As vendors compete to develop scalable agentic AI tools, integration and context will be pivotal differentiators. LeapXpert’s acquisition of StartAdam, for instance, adds Slack-to-WhatsApp bridging, Discord support, and native synchronization with Salesforce, HubSpot, and Microsoft Dynamics. The objective isn’t solely to regulate communication but to render it intelligent enough to inform decisions.

As Gutzeit pointed out, this transformation will ultimately render communication intelligence as indispensable as CRMs or BI tools — a bold assertion, yet potentially realistic. “Instead of merely reporting sales figures, leaders will increasingly declare: ‘Here’s what our client conversations revealed about upcoming trends.’”

It’s easy to envision a foreseeable future where strategic planning doesn’t commence with spreadsheets but with transcripts, where what was said, how it was expressed, and who said it becomes a company’s most valuable data.

The above is the detailed content of Can AI Turn Workplace Chat Into Revenue? These Companies Think So. For more information, please follow other related articles on the PHP Chinese website!