Conversation Analysis
The methodology of using AI to transcribe and evaluate customer interactions (calls, chats, emails) to assess agent performance, compliance, and customer sentiment.
Detailed Explanation
While 'Conversation Intelligence' refers to the software, Conversation Analysis is the strategic application of that technology. It replaces manual, random QA sampling with 100% coverage of all customer interactions. By processing audio and text logs, this analysis identifies patterns in agent behavior (empathy, objection handling) and customer intent. It allows managers to move from subjective feedback to data-driven coaching, pinpointing exactly where team members excel or need support. This process directly optimizes operational metrics like Average Handling Time (AHT) and Customer Satisfaction (CSAT).
Examples
Analyzing 100% of support calls to automatically score agents on empathy and script compliance
Aggregating negative sentiment clusters to identify a new product bug before it becomes a widespread issue
Reviewing top-performing agents' conversations to build a 'best practices' training model for new hires
Why It Matters
Support and sales teams can no longer rely on reviewing just 2% of their calls. Conversation Analysis ensures no critical customer feedback is missed and provides an objective, scalable way to improve team performance and customer experience simultaneously.
Related Terms
Conversation Intelligence Platform
A comprehensive platform for capturing, analyzing, and acting on conversational data. These platforms provide dashboards, analytics, and recommendations to improve conversation quality, agent performance, and customer satisfaction across AI and human interactions.
AI Mention Sentiment
The emotional tone and context in which AI engines mention your brand. Positive sentiment in AI responses drives better conversion and brand perception.
AI Citation
When an AI engine references or mentions your brand, product, or content as a source in its generated response. Citations are crucial for building AI visibility and credibility.
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