Conversational Analytics

Every Conversation
is an Opportunity

Supercharge your customer satisfaction and sales by using AI to analyze every customer conversation and provide deep insights that you wouldn’t be able to extract using conventional analytics.

You are in a good company!

Burger King@3x
Etisalat@3x
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Accor@3x
Seoudi@3x
Raffles@3x
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Mitel@3x
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Conversational Analytics Use Cases

Compliance
and Adherence

Service
Quality

Sentiment
Analysis

Marketing
ROI

New
Opportunities

Competitive
Analysis

Process
Improvement

Non Spoken
Issues

Customer
Satisfaction

Agent
Development

Monitor & Control

Boost Customer Experience Quality

Traditional methods of measuring customer experience quality don’t scale and are very expensive. Tactful’s conversational analytics technology deep dive into every conversation and automatically extracts valuable insights such as customer satisfaction score, common issues, pain points & more at a 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’s conversational analytics is an omnichannel analytics technology, it digests all customer’s communications and extract their journey on all different touch-points to draw a 360 profile that you can use to understand issues and enhance retention.

Understand Relations

It’s about Products, Customers, Team, & Processes

Best customer experience starts with the right product, for the right customer, delivered by a skilled team, and following the right processes. As things scale, understanding the gaps and drawing relations in this quadrant using traditional methods can be next to impossible. Tactful’s conversational analytics leverages AI to help you make sense of a large volume of customer interactions and find patterns that you never imagined they exist.

Sentiment Analysis

Quality Under Control

Tactful’s conversational analytics can crunch a massive number of conversations in different forms and provide automatic reports for service quality, process adherence, and violations so you can focus on improving the actual service.

Multilingual Analytics

Understand Customers Intents

Tactful’s conversational analytics is powered by a true multilingual AI technology, now you can measure and track customer experience by analyzing conversations spoken in any language and any dialect across your customer base.

Capabilities

AI Powered

Uses several layers of AI & Natural Language Processing to extract deep insights from everyday conversations and other interactions.

Omnichannel

Works across all channels including voice & digital that draws a 360 picture of your customers experience and find opportunities to improve.

Efficiency

Analyzes a massive number of customer interactions at the fraction of the cost and time required by traditional approaches.

Find Improper Behaviours

It’s about Continuous Improvement

Your team skills and competencies define your brand image and value. Tactful’s conversational analytics can help you understand skills gaps or improper behaviors so you can build the right training and development programs for your team.

Detect patterns & find trends

Market intelligence

Your customers will often tell you about ways to improve your products and services but this can be easily overlooked in increasingly overwhelming operations. Tactful’s conversational analytics will extract market intelligence information.

Avoid brand damage

Stay informed

We all would like to be immediately informed when critical issues and trends emerge. Using Tactful’s conversational analytics you can set up alerts and automation that will be triggered once the system detects anomalies or uprising trends.

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.

Why fast growing brands choose Tactful AI

10 %
Retention
11 %
Productivity
99 %
Response Time

Tactful CX Analytics Architecture