What Is Conversational Analytics?

Conversational analytics written over speech bubbles
349

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, ,

Follow Us on LinkedIn

Recommended Articles

3D Analytics Concept
How to Build a Conversational Analytics Strategy
Measuring and benchmarking concept with hands holding measuring tape
Bias, Accuracy and Benchmarking for Conversational AI
graph-analytics
An Introduction to... Contact Centre Analytics
AI with communication platforms concept
The Impact of Conversational AI in Telecoms: 5 Use Cases