AI conversational analytics for generating quantified CX insights from transcripts
Uncover trends and patterns in call center and live chat transcripts
Reveal drivers of positive and negative customer service interactions
Apply insights to improve customer service processes and training
Conversational analytics data sources
Contact center call transcripts
Live chat support transcripts
Sales cold-call transcripts
Sales & customer success emails
Conversational analytics FAQs
What is the best way to prepare transcripts for analysis?
Analyzing transcripts at scale requires some thoughtful data preparation. As a best practice, our research team recommends asking a standard set of questions and creating a spreadsheet whereby responses are sectioned out based on the question asked by the moderator (using the questions as column headers). Stripping moderator comments out of the transcript is also essential to a reliable analysis. Screening questions such as age and job function should be asked prior to the interview and then associated with transcribed conversations. This will allow you to segment conversations using these metadata points if desired. If you want to learn more about analyzing transcripts, book a discovery call with one of our experts.
Does Relative Insight have built in recording and transcription capabilities?
No, Relative Insight is strictly an analysis platform but our team will be happy to recommend transcription tools.
Is speech analytics the same as conversational analytics?
Speech analytics is a sub-discipline within conversational analytics specifically focused on analyzing the spoken word. Conversational analytics applies more broadly to interactions that take place by other means such as chat or email.