Conversational analytics is the convergence of speech analytics, chat analytics and wider text analytics across any medium (voice, video, app, mail or good old-fashioned letter). Ultimately, it is about:
- the voice of the customer
- what the customer is calling/texting/chatting about
- why the customer is calling/texting/chatting
- customer intent
- customer actions
- customer questions
- context of the conversation
- friction within the conversation
- emotion within the conversation
In short, it is the digital synthesis of a single indexed conversation, or trends and patterns across millions of indexed conversations.
Thanks to Contexta360
