Conversation Analytics

Measure, understand, improve.

Every conversation is a goldmine of data.
Conversation Analytics transforms customer-company interactions into strategic insights: it assesses service quality, monitors performance, compares human and virtual agents, and reveals opportunities for continuous optimisation.
A tool designed for teams that want to make decisions based on data — not assumptions.

Data that makes a difference

Optimise the quality of your service in an informed way.

Activate Conversation Analytics

Conversation Analytics allows you to:

Analyse your knowledge base in depth to understand how it is used and where it needs improvement

Assess the quality of the service provided by measuring the clarity, effectiveness and consistency of responses

Monitor strategic KPIs such as AHT (Average Handling Time), FCR (First Call Resolution), retention, escalation rate and many others

Compare the performance of human agents and virtual assistants, highlighting strengths and areas for improvement for both.

The advantages of Conversation Analytics

Because measurement is the first step to improvement.

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Quality under control

Objective assessment of the quality of conversations, both human and automated, across all active channels.

KPI always up to date

TMA, FCR, CSAT, escalation, retention: all relevant indicators in a single dashboard, easy to read and immediately actionable.

Optimised knowledge base

Identify information gaps, unused or outdated content, and constantly improve the knowledge base to support agents.

Comparative analysis

Compare human agents and AI agents in real time: identify effective behaviours, training gaps and replicable models.