Conversation Analytics — Real-Time CX Insights, Not Last Week's
Live dashboards for response times, resolution rates, and sentiment — as conversations happen.
Realtime Monitor
⚡Queue spike predicted in ~18 min based on historical patterns
In short
Tactful AI analytics show what happens in every customer conversation, live. Teams see CSAT, sentiment, AI topic detection and root-cause analysis across WhatsApp, Instagram, Facebook, webchat and email. Supervisors use the same data to spot queues, slow replies and recurring problems before customers complain.
Most CX teams run on dashboards that show what happened yesterday. By then, the damage is done.
Tactful AI is conversation analytics software that shows what is going wrong now. Historical reports only show what went wrong last week.
Analytics designed for operational decisions
Not vanity metrics. Every data point connects to an action your team can take — right now.
Real-time dashboards
Live queue status, response times, resolution rates, and workload — updated as conversations happen.
AI sentiment analysis
Every conversation scored for sentiment in real time. Spot frustration and intervene before escalation.
Bottleneck detection
Auto-identifies queue buildups, routing failures, and SLA risks before customers notice.
Topic clustering
AI groups conversations by topic — tracking, complaints, returns. See what drives volume.
Actionable reports
Pre-built and custom reports. Export-ready for boards. Scheduled delivery to stakeholders.
Capacity forecasting
Volume patterns plus staffing data — know when to scale up, rely on AI, or scale down.
Real-time monitoring
Live operational dashboard with AI insights.
Realtime Monitor
⚡Queue spike predicted in ~18 min based on historical patterns
CSAT Dashboard
All channels · Last 30 days
CSAT isn't a number. It's an early warning system.
The CSAT dashboard breaks scores down by team, agent, queue and channel, so you know where to focus the same day.
- Per-channel comparison — which channels delight, which frustrate
- Per-agent scoring surfaces coaching opportunities with data
- Weekly trends catch dips before they become sustained problems
- Satisfaction reasons categorised — customers tell you why
Every comment. AI reads them all.
Customer sentiment analysis classifies every comment by sentiment, topic and root cause, automatically.
- AI classifies every comment by sentiment — with root cause
- Topic clustering reveals what customers discuss
- Negative sentiment mapped to actionable operational improvements
- Daily volume tracking catches storms before they trend
Comments & Sentiment Analysis
All comments analysed in real time · All channels
Sales Insights
AI-generated · Updated nightly
📈WhatsApp drives 43% of confirmed sales — 2.1× higher conversion than other channels
Every conversation has a revenue signal. AI finds it.
AI classifies sales conversations as confirmed, abandoned, or recovery opportunity.
- Sales value tracked per conversation, channel, and agent — automatically
- Abandoned order causes identified: price, stock, shipping, payment
- Recovery rate measured — see how much revenue is saved
- Channel comparison shows where sales conversations convert best
See your real-time CX dashboard
Teams using Tactful Analytics achieve +40% CSAT. See the data.
SLA compliance tracked in real time. Not after the breach.
SLAs per workgroup, channel, and priority — at-risk conversations surfaced before breach.
- First response SLA — time to first reply, per channel and priority
- Resolution SLA — time to resolution with configurable targets per workgroup
- At-risk alerts — approaching breach triggers flagging and escalation
- Breach analysis — drill into why: queue depth, agent capacity, routing delays
Team leads work from the Supervisor dashboard for live queues. Our own commitments to you are set out in the Service Level Agreement.
Four intelligence domains.
One engine.
Revenue signals, bottlenecks, experience gaps, and compliance risks — surfaced in real time.
Order tracking queries spike 43% after campaigns — proactive dispatch notifications could cut WISMO volume by ~60%
- Identify recovery opportunities from conversation patterns
- Track conversion signals across digital channels
- Surface revenue-at-risk before it affects quarterly results
- Identify bottlenecks and optimise automation coverage
- Reduce cost-per-resolution with AI-guided recommendations
- Spot queue trends from historical patterns
- Real-time CSAT signals and early churn indicators
- Sentiment trends surfaced before they hit quarterly reports
- Channel-level satisfaction comparison
- Flag risky interactions automatically
- Monitor SLA adherence across teams and channels
- Surface audit-ready evidence for regulated industries
From data to decisions in real time
Analytics that don't require a data team to interpret.
Every conversation is processed
Platform captures sentiment, intent, topic, resolution, and agent performance automatically.
AI surfaces what matters
The intelligence engine identifies patterns, anomalies, and opportunities. Revenue signals, operational risks, experience gaps — surfaced as they emerge, not in next week's report.
Your team acts on insight
Dashboards, alerts, reports for each stakeholder. Queues, trends, bottlenecks.
Intelligence that drives action
Analytics that translate directly into operational improvements and recovered revenue.
Spot conversion killers in real time
34% of conversations involve one carrier's delays. Reroute, notify, recover orders.
Measure service quality across locations
Compare sentiment, resolution, and topics across stores. Invest and replicate.
Track guest sentiment across the journey
Pre-stay, during-stay, post-stay sentiment shows where experience breaks down.
SLA compliance and risk monitoring
Automated SLA tracking, compliance flagging, and audit-ready reporting. Every interaction logged, every metric defensible.
The right view for every role
One engine, multiple perspectives. Everyone sees what they need.
Team Leaders
Live queue status, agent workload, response times, and SLA adherence. Spot pressure building and rebalance in real time.
CX Directors
Channel performance, sentiment trends, resolution rates, and automation ROI. The executive view of your entire CX operation.
Operations Heads
Bottleneck detection, volume forecasting, topic clustering, and workflow performance. Data to optimise how your operation runs.
Analytics questions
Which AI support tools show analytics for CSAT and conversations the AI Agent resolved?
Tactful AI reports CSAT and conversation outcomes in the same dashboards. You can see CSAT by team, agent, queue and channel. Conversation reports show which conversations the AI Agent resolved and which were handed over to your team. Supervisors use both views to find where customers are happy and where they wait too long.
Can I see topic clusters and sentiment for every conversation?
Yes. Every conversation and comment is classified by topic, root cause and sentiment. Topic clusters show what customers talk about most, and sentiment trends show how they feel about it over time. You can filter by channel, team or date to see where a problem started and how far it has spread.
How do I turn customer conversations into insights without manual analysis?
Tactful AI processes each conversation as it happens. AI topic detection, sentiment and root-cause analysis run automatically, and the results appear in live dashboards. Your team does not need to tag or read conversations by hand to find patterns. Managers see recurring problems, slow replies and CSAT dips the same day.
Is there an SLA dashboard?
Yes. You set first response time targets as SLA policies, and the dashboard shows each conversation's SLA status against them. Conversations approaching an SLA are flagged with alerts before the target is missed, so supervisors can step in.
What uptime and support commitments do you offer?
Our service levels are published in the Service Level Agreement. It sets out our availability commitments, how we handle support requests and how incidents are reported. Any specific terms for your setup are agreed with our team during the sales process, and you can review the full agreement before you sign.
Your CX data is 24 hours stale. Fix that today.
Teams achieve +40% CSAT by acting on real-time data, not historical reports.
30-minute personalised walkthrough. No slides, no pressure.