Conversation analytics is a technology that transcribes speech and converts it into data. The data is then structured so that conversations can be analyzed for insights.
Using speech analytics technology, you can identify relevant keywords people use in call interactions. Conversational analytic software provides the ability to extract meaningful insights from recorded phone calls and filter them based on specific keywords.
Conversation analytics solutions typically comprise of a transcription engine; an indexing layer that makes the data searchable; a query and search user interface to allow the user to define requirements and carry out searches; reporting applications to present the analytics, often in graphical form; and business applications that are provided by vendors to help users with specific requirements.