CONVERSATIONAL ANALYTICS SOFTWARE
Uncover actionable intelligence from 100% of customer conversations
Analyze every interaction across all channels with conversational analytics. Gather useful insights by analyzing unstructured public data on 30+ social and digital channels.
Gain the ability to ‘act in the moment’ with the generative-AI-powered Insights Hub
Say goodbye to manual report analysis
Easily detect root causes, anomalies, trends and top impact factors on key contact center metrics. Leverage AI for recommendations on the next best action based on these insights.
Gain persona-relevant insights on your engagement
Enable an insights view with persona-specific information. Track these insights consistently and seamlessly collaborate with your global teams.
Go multiple levels deeper into each contact driver
Drill down into each contact driver to not only understand the attributes and the reasons but also the detailed descriptions of the root causes of that contact driver, with recommendations for taking the best action.
Gather hidden insights from every single customer conversation
Identify top issues and trending topics
Understand why your customers are reaching out. Discover trending topics as well as variations on customer intents and sentiments across 100% of your conversation data.
Uncover leading factors impacting your critical metrics
Get a clear picture of what influences your contact center metrics the most. Identify these factors for critical metrics like CSAT, AHT and NPS with our impact analysis tool.
Gain insights from the voice of the customer (VOC)
Spot common themes and phrases in customer conversations and quickly detect unidentified contact drivers.
Optimize support processes and improve agent performance
Notify supervisors with alerts on live conversations
Analyze live interactions to spot potential issues, like missed SLAs by a team/region or interactions with low predicted CSAT, and auto-alert supervisors with Sprinklr AI.
Reduce average handle time (AHT) and repeat calls
Identify issues that take the longest to resolve and the ones with the most repeat conversations, and identify areas of improvement for better performance.
Grade the quality of conversations
Score all conversations based on various quality and compliance parameters, and gain AI-powered reasoning behind those scores.
Forget multiple solutions by switching to a single, powerful speech-analytics platform
Transcribe 20+ languages in real time
Transcribe conversations with over 85% accuracy through Sprinklr's in-house automatic speech recognition (ASR). Accurately differentiate between the agent and customer responses in mono as well as stereo calls for better understanding.
Redact sensitive data automatically
Ensure compliance with industry standards like PCI and HIPAA, and reinforce data privacy by masking sensitive data, like PII or payment details, across all channels.
Integrate data between any source and destination
Deploy Sprinklr as a wrapper on your existing contact center infrastructure and integrate all your data sources. Export data and insights to any other platform or app with simple plug-and-play connectors.
Take a sneak peek into case details and agent resolution
Learn all the critical details about a case at a single glance. Get a quick snapshot of the case, assigned agent, executed actions and resolution for better context in future interactions.
Frequently asked questions
Conversational analytics software analyzes verbal and written input from customer interactions to derive insights, trends and performance data. It does this using AI, machine learning and natural language processing (NLP) to understand the content, sentiment and intent of every conversation.
Here are 10 key capabilities of conversational analytics software:
- Multichannel access: Captures data from voice calls, emails, SMS, live chat, social media, etc
- Speech processing: Uses speech-to-text, speech recognition and talk-over-detection to convert spoken content into text
- Content interpretation: Uses NLP and keyword extraction to interpret human language, intent and entity recognition to understand context
- Sentiment analysis: Assesses the sentiment and emotional tone of a conversation
- Conversation insights: Identifies recurrent topics, themes, emerging trends or issues
- Predictive analysis: Foresees future customer behavior based on historical data and gives actionable recommendations
- Performance tracking and QA: Tracks, analyzes and provides insights on agent performance to improve interactions. Helps supervisors to create personalized coaching plans based on QA
- Compliance adherence: Monitors conversations to ensure adherence to brand, state and federal regulatory guidelines
- Data privacy: Uses encryption protocols to protect sensitive information in transcriptions
- Live insights: Provides instant insights during live interactions, enabling agents to adapt and improve
- Impact analysis: Identifies top influences on contact center metrics like CSAT, average handling time and NPS
- Custom alerts: Identifies and sets automatic alerts for CX issues like missed SLAs
- Insights Hub: Provides a detailed drill-down into each contact driver to understand the root causes and their description. Most importantly, it also provides recommendations/suggestions on the next best action.
Conversational analytics software improves customer service in the following ways:
- Immediate issue resolution: Identifies and addresses customer concerns in real-time and detects emerging issues
- Tailored interactions: Analyzes customer preferences and history, enabling personalized service
- Training insights: Pinpoints gaps in agent interactions, enabling supervisors to build personalized training programs for superior service
- Predictive assistance: Forecasts customer needs based on trends, allowing for proactive support and product ideation/updates
Yes, conversational analytics software offers API integrations, allowing seamless connectivity with CRM, ERP and other enterprise systems, ensuring unified data analysis and streamlined workflow operations. For instance, Sprinklr Service integrates with 60 different tools to ensure you get a complete view of customer interactions across channels.
Conversational analytics software provides businesses insights into customer preferences, identifies trends, improves quality management, and drives informed decision-making.
Sprinklr resources
Learn everything about conversation analytics – definition, significance, benefits, and applications – and level up your overall support strategy.
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