What Is Conversational Analytics?

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