What's the Conversation Intelligence?

A lot of companies that have a disconnect between website journey traffic and contact center demand I think will obviously as they are find in value in it. Where does the conversation intelligence bit come in then? Because all of what we've been discussing kind of so far is really around tying together a web journey and prior customer behavior to a conversation with a human. We're looking at how do we take this unstructured information extract it put it in a highly structured format feed it back into the customer engagement stack.