What Is Conversational Analytics? Related Articles An Introduction to... Contact Centre Analytics How to Build a Conversational Analytics Strategy Personalized CX: The Power of Conversational Commerce CX is Still at the Tip of the Conversational AI Iceberg © nepool - Shutterstock - 1671251236 Filed under - Definitions, Analytics, Contexta360 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 Author: Robyn Coppell Published On: 15th Jun 2023 - Last modified: 9th Oct 2023 Read more about - Definitions, Analytics, Contexta360 Recommended Articles An Introduction to... Contact Centre Analytics How to Build a Conversational Analytics Strategy Personalized CX: The Power of Conversational Commerce CX is Still at the Tip of the Conversational AI Iceberg Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to exclusive Webinars & Events Weekly Newsletter