Conversation Analytics

Conversation Analytics uses AI to automatically generate actionable insights from customer conversations. It enables teams to understand underlying sentiment, pinpoint unmet needs, and capitalize on key interests.

The impact is felt across the entire organization: Marketing gauges real-time reactions to campaigns and products. Business strategy aligns its goals with evolving customer interests. Tech support identifies and resolves widespread issues promptly. Most importantly, contact centers directly pinpoint how to improve agent training and boost customer satisfaction (CSAT) scores.

AI-powered Sentiment Analysis enables businesses to gauge customer satisfaction, monitor agent performance, and measure the efficacy of tools used for agent assistance. It classifies each customer interaction as Positive, Negative, and Neutral based on the overall language and tone used. Such sentiment analysis results can be used to filter conversations for evaluation in QM or generate reports for the business, and can also be used to trigger flows in the Conversation Studio, such as alerting Supervisors or scheduling a callback.

By analyzing the conversation transcripts, AI identifies emerging Topics and Trends, pinpointing core interests and common grievances. This intelligence directly informs the optimization of services and products.