What Is Conversational Analytics?

Conversational analytics written over speech bubbles

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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

Published On: 15th Jun 2023
Read more about - Definitions, ,


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