Expert Insights

What Is Conversational Analytics?

Conversational analytics written over speech bubbles

Published On: 5th Aug 2026 07:00

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

Reviewed by: Megan Jones

What Is Conversational Analytics?

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