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What Is Conversational Analytics?

Conversational analytics written over speech bubbles

Published On: 15th Jun 2023 07:00 - Modified: 22nd Jul 2026

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.

Contributed by: Contexta360

Author
Robyn Coppell

Robyn Coppell has worked as Digital Content Manager for Call Center Helper since 2021. After University her first job was in a contact centre and has stayed in this space ever since.

She has experience of contact centre operational management, software systems, css and php coding. She edits a lot of the guest content that is published on Call Centre Helper.

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What Is Conversational Analytics?

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