Conversation Analytics
Analyse Customer Engagement
With Conversation Analytics
Monitor the performance of your agents and chatbots, streamline automated workflows, and refine
your processes with conversation intelligence for better results.
Decode Your Customers, Accelerate Your Business Success
Gather valuable insights from every customer interaction. Uncover customer behaviours, understand their reasons for reaching out, identify trending topics, and much more with conversation analytics.
Discover the Peak Activity Times of Customers
Discover the time of the day where your visitors are most active and which days bring in the highest customer traffic. Use these insights to implement strategies that boost performance and deliver exceptional service during peak demand periods.
Understand the interests of Your Customers
Understand the Interests of Your Customers Identify the most discussed topics and inquiries to uncover customer interests and engagement patterns. Enhance chatbot coverage by adding new question categories, refining existing ones, and adjusting chatbot flows to meet evolving user needs.
Uncover Customers’ Favourite Channels
Identify the most common channels, like WhatsApp, Web, social media or voice, to tailor strategies and optimise the channels that drive the most interactions with Conversation Analytics.
Gain a Clear Picture of the Performance of Your Agents
Skim through live data and make proactive decisions. Track chat traffic, agent availability, response quality, and more. Reward top performers and address areas needing additional support with Conversation Analytics.
Understand Agents’ Workload
Track average visitors’ wait times and the number of open chats over a specific period to gauge your agents' workload. Use this data to balance tasks effectively and boost overall team performance.
Detect Potential Issues Early On
Monitor Average Handle Time to identify challenges your agents may face in addressing customer inquiries. Longer conversations can indicate bottlenecks, allowing you to adjust workflows and improve efficiency before issues escalate.
Identify Stars and Strengthen Support
Compare agent performance across key metrics such as resolved requests, unassigned requests, and expired requests. This allows for a clear view of top performers and areas requiring additional support and training.
Optimise Chat Automation and Improve Support Processes
Explore the intricacies of chatbot analytics, breaking down key metrics and performance indicators to help you optimise and elevate your chatbot's automation and performance.
Understand The Engagement Flow
Gain deeper insights into how your customers interact with your automated chat flows. Analyse each flow node to determine user satisfaction and assess how well they progress through your scenarios. Identify and resolve any bottlenecks to boost engagement and drive higher conversion rates.
Know Your Goal Completion Rate (GCR)
Assess whether your chatbot is achieving its purpose of successfully answering queries, providing accurate information, and facilitating transactions. Goal Completion Rate (GCR) helps you evaluate if your content and workflows are driving successful outcomes. A low GCR signals the need to refine and enhance your workflow automation.
Understand the Bot-to-Human Escalation Rate
Understanding the bot-to-human escalation rate and Containment rate gives you valuable insight into where your chatbot's problem-solving capabilities may be falling short. This data highlights areas where the chatbot may need additional training or fine-tuning to enhance the overall conversation flow and improve user satisfaction.
Unlock Insights Into Your CX Performance
Discover key metrics including missed chats, wait times, and customer rating scores to optimise your workflow and enhance customer satisfaction.
Qualitative Measures are important
Beyond quantitative metrics such as containment rate, goal completion rate, and non-response rate, qualitative measures assess your chatbot’s 'human performance,' including its comprehension levels and the help it provides to users. These insights are critical for identifying any stumbling blocks and continuously improving performance.
Gain Valuable Feedback
Track how visitors rate your bot and livechat service over a specific time period, including the number of reviews and the average rating score. This gives you an instant snapshot of customer satisfaction, helping you stay on top of your service quality.
Minimise Waiting
Optimise waiting times by gaining valuable insights into both average and longest wait times, as well as tracking the number of visitors who abandoned the queue or switched to a bot. Extended wait times can significantly impact customer satisfaction, making it essential to monitor and optimize these key metrics.
Tailed Made Your Reports
EnableX Custom Report allows you to design reports using the dimensions
and metrics of your choice.
FAQ on Conversation Analytics
1. What is Conversation Analytics?
Conversation analytics refers to the process of analysing and extracting interactions between customers and businesses across various conversational interface. The aim is to understand customer behavior, preferences, and sentiment, enabling organisations to personalise future conversations, improving both customer satisfaction and engagement.
2. How does Conversation Analytics works ?
Conversation analytics involves transcribing and analysing thousands of voice calls, chat interactions, social media engagements, and more to uncover patterns and insights that offer a deep understanding of customer behaviour.
The process starts with transcribing customer conversations into a machine-readable format using natural language processing (NLP) algorithms. Once transcribed, machine learning algorithms analyse the data to identify unique patterns and trends associated with each customer. Finally, AI algorithms transform these patterns into actionable insights, empowering businesses to deliver proactive and personalised interactions.
3. What are the key benefits of Conversation Analytics for businesses ?
Conversation analytics helps businesses enhance customer experiences by analysing interactions across channels to uncover sentiment, patterns, and feedback. It enables personalisation, faster resolutions, workflow optimization, and data-driven decisions in marketing, sales, and support. By ensuring omnichannel consistency and providing real-time insights, it boosts efficiency, retention, revenue, and competitive advantage.
Witness the true power of conversational analytics with a 30-day free trial