Conversational Analytics Technology
Solve the Customer Experience Puzzle using AI
Tactful Conversational Analytics technology is an advanced analytics engine that uses AI to extract difficult-to-find insights from several sources and a large volume of conversation data. Using Tactful Conversational Analytics you can turn every conversation into an opportunity to learn and improve.
You are in good hands
Monitor & control
Boost customer experience quality
Traditional methods of measuring customer experience quality don’t scale and are very expensive.
Tactful Conversational Analytics technology deep dives into every conversation and automatically extracts valuable insights such as customer satisfaction score, common issues, agents’ skills, process adherence, market intelligence, and much more at fraction of cost and time.
Omnichannel analytics
Holistic and 360 approach
Customers use multiple channels for communication so your
analytics need to cover them all.
Tactful Conversational Analytics is an omnichannel analytics technology, it digests all customer’s communications and extracts their journey on all different touch-points to draw a 360 profile that you can use to understand issues and enhance retention.
Parallel AI models
Multi-layer AI approach
Tactful Conversational Analytics dashboard enables you to create multiple models that work in parallel to extract orthogonal insights from the same data. By doing so, you can measure things like customer sentiment, agent attitude, resolution, issue type and much more in the same conversation at the same time.
Using Tactful Conversational Analytics technology you can qualify one measurement using the results from another one so you can zoom into the conversation flow and improve measurements quality using a multi-layer approach.
You can also find correlations between multiple measurements to uncover patterns or complex scenarios that affect the KPIs being measured.
Conversational Analytics Use Cases
Compliance and Adherence
Customer Satisfaction
Competitive Analysis
Service Quality
Agent Development
New Opportunities
Marketing ROI
Non Spoken Issues
Process Improvement
Connect your business tools
Overlay external information
You can add external data sources like CRM, marketing information, services status, etc to draw a better picture and find correlations between the extended business operations and how this affects your customer behavior.
This holistic analytics approach can lead to a significant increase in customer retention, sales as well as cost reductions.
Avoid brand damage
Setup monitor and alerts
Using Tactful Conversational Analytics you can set up alerts and automation that will be triggered once the system detects anomalies or uprising trends.
For example, you can set up an alert to trigger when the system detects consistent spikes in negative customer sentiment during the day so you can investigate and act instantaneously.
CX optimization
Analyze and improve
Using an interactive conversations analysis dashboard, Tactful Conversational Analytics will help your team drill down into each conversation and find unique information as well as issues.
The same interface can be used to analyze AI accuracy & provide feedback to the AI training engine to improve future results.
How it works
Connect With Major Business Intelligence Tools
Tactful Conversational Analytics uses a flexible and open analytics database scheme to enable easy integration with your preferred business intelligence tools so you can unify your reporting infrastructure.
