CONVERSATIONAL ANALYTICS SOFTWARE

Conversational analytics software is designed to capture and analyze customer interactions across voice and digital channels. It uses technologies like speech recognition, natural language processing, and AI to identify patterns in what customers say and how they say it.

With it, you can:

• Identify recurring topics and root causes behind issues
• Understand sentiment trends in real time
• Spot performance gaps and improvement opportunities

In short, it turns everyday conversations into actionable insights so you can improve customer experience, agent performance, and overall business outcomes.

Conversational analytics platforms go beyond basic call monitoring to reveal insights that are often hidden in day-to-day interactions. By analyzing both speech and text, they can uncover:

• Sentiment trends (positive, negative, or neutral tone over time)
• Top contact drivers that influence key metrics like CSAT or resolution rates
• Topic clusters that show what customers are talking about most
• Agent performance signals, such as compliance, empathy, or coaching needs
• Emerging issues before they escalate into larger problems

Conversational analytics software goes beyond traditional speech analytics by analyzing every interaction (voice and text) across multiple channels, not just phone calls. Here’s how it differs:

• Broader scope: Covers chat, email, and social messages in addition to speech
• Deeper insights: Surfaces sentiment, topics, and root causes tied to KPIs
• Real-time value: Detects emerging issues and trends as they happen
• Actionable outputs: Delivers AI-powered, role-specific recommendations

The result is a more complete picture of the customer experience, enabling faster, smarter decisions.

Conversational analytics software is making the biggest impact in industries where customer experience directly drives business outcomes. Key examples include:

• Financial services: Tracking compliance, detecting fraud signals, and improving trust
• Telecommunications: Reducing churn by identifying service issues early
• Retail and E-commerce: Understanding buying behavior and refining support journeys
• Healthcare: Monitoring patient sentiment and ensuring HIPAA-compliant communication
• Travel and hospitality: Anticipating customer needs and personalizing experiences

Enterprises should prioritize conversational analytics software that can scale beyond call transcripts to deliver true business impact. The most critical capabilities include:

• Cross-channel coverage to analyze speech and text without blind spots
• Automated root-cause analysis to quickly uncover what drives KPIs
• AI-powered recommendations that guide next steps, from agent coaching to workflow optimization
• Role-specific insights so operations, product, and compliance teams get what they need
• Enterprise-grade security and compliance with built-in data masking and PCI readiness

Sprinklr brings these capabilities together in a single AI-powered platform, helping enterprises act with precision and maximize contact center performance.

Sprinklr’s Conversational Analytics software unifies insights by analyzing 100% of voice, chat, email, and social conversations on one platform. Instead of relying on samples or fragmented tools, it applies the same AI models across 30+ channels to capture sentiment, topics, and root causes with consistency.

Contact drivers are automatically organized into multi-tier models that reveal overlaps, gaps, and emerging issues, giving enterprises a complete view of customer experience. Layered with role-specific dashboards, this unified approach ensures every team has actionable insights drawn from the full spectrum of customer interactions.

Sprinklr’s Conversational Analytics solution is designed to meet strict security and compliance requirements, giving enterprises confidence as they analyze 100% of conversations. Key measures include:

• Real-time redaction of personally identifiable information, payment details, and other sensitive data
• Built-in compliance with industry standards, such as PCI and HIPAA
• Configurable AI pipelines that let enterprises refine workflows while keeping guardrails intact
• Enterprise-grade data protection to safeguard customer trust at scale

This combination ensures organizations can unlock insights without compromising security or compliance.

Global businesses choose Sprinklr because it delivers conversational analytics as part of a unified, enterprise-grade platform, which is something standalone tools can’t match. Instead of piecing together point solutions, enterprises get one AI-native platform that scales across every channel and every team.

Key reasons include:

• 100% coverage across 30+ channels (voice, chat, email, and social)
• Integrated contact driver models that continuously refine with AI
• Role-specific insights for operations, product, and compliance teams
• Seamless interoperability with existing enterprise tools
• Built-in security and compliance with real-time redaction and PCI readiness

With Sprinklr, organizations eliminate silos and act with precision across the entire customer journey, turning every interaction into a measurable business impact.

Sprinklr ensures conversational data is handled securely across regions by combining global compliance standards with enterprise-grade safeguards. The platform is built to adapt to diverse regulatory requirements while protecting sensitive customer information everywhere it operates.

Key measures include:

• Real-time masking of PII and payment details to minimize exposure
• Compliance with global standards such as PCI and HIPAA
• Configurable AI pipelines that maintain security guardrails while meeting local needs
• Flexible deployment that integrates with existing enterprise systems across geographies

For instance, it can close knowledge base gaps when recurring questions appear, optimize bot workflows as new intents emerge, and elevate agent training by surfacing targeted coaching opportunities. By linking analytics with automation in these ways, Sprinklr helps enterprises resolve issues proactively and deliver faster, more precise customer experiences.