What Is Conversational Analytics? Related Articles An Introduction to... Contact Centre Analytics What Is Conversational Commerce? How to Build a Conversational Analytics Strategy Personalized CX: The Power of Conversational Commerce © nepool - Shutterstock - 1671251236 Filed under - Definitions, Analytics, Contexta360 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 Read more about - Definitions, Analytics, Contexta360 Recommended Articles An Introduction to... Contact Centre Analytics What Is Conversational Commerce? How to Build a Conversational Analytics Strategy Personalized CX: The Power of Conversational Commerce Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to Webinars & Events Weekly Newsletter