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AI conversational analytics for generating quantified CX insights from transcripts

Data Library Project

Uncover trends and patterns in call center and live chat transcripts

Quickly reveal trending topics in customer service interactions so you can take proactive corrective action, keep your teams informed about ongoing issues and improve training.
Heartbeats

Reveal drivers of positive and negative customer service interactions

Link transcripts with resolution and satisfaction metrics to understand the varying behaviors and tactics of high- and low-performing agents. Identify recurring themes from huge volumes of transcripts in minutes.
Insights

Apply insights to improve customer service processes and training

Use insights to drive continuous improvement in your customer service processes and training programs. Understand and coach the behaviors which drive positive results within your customer service teams.
Heatmap

Conversational analytics data sources

Contact center call transcripts

Contact center call transcripts

Live chat support transcripts

Live chat support transcripts

Sales cold-call transcripts

Sales cold-call transcripts

Sales & customer success emails

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.

Analyze customer interactions at scale