What Is Conversational Analytics?

Conversational analytics written over speech bubbles

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
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