Improve CSAT by 200% with Sprinklr’s Conversational Analytics

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 

• 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 

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 individualized 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.