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.

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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.

02-Monitor & Control
Conversation Tabel (2)

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.

Parallel AI

Conversational Analytics Use Cases

Compliance
and Adherence

Customer
Satisfaction

Competitive
Analysis

Service
Quality

Agent
Development

New
Opportunities

Marketing
ROI

Non Spoken
Issues

Process
Improvement

05-Connect Your Business Tools

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.

Avoid Brand Damage 2
08-CX Optimization

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

Setup
Assemble
Extract
Analyze
Set up insights measurements based on business objectives and different data sources.
Gathers customers’ interactions data from multiple communication channels.
Processes each conversation to extract patterns & insights that correlate to the customer journey.
Visualize generated insights & dig deeper into each metric & understand driving factors.

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.

BI Tools Integrations

Why fast growing brands choose Tactful AI

10 %
Retention
11 %
Productivity
99 %
Response Time