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What is Conversational Flow Analysis?
Conversational flow analysis is what helps conversational AI better understand what humans are talking about using the context associated with different sections or phases of an agent/customer conversation.
With more accurate and deeper understanding, AI can better predict intent, guide agents with appropriate information and actions, help resolve issues faster, analyze correctly, and optimize the conversation. This in turn can feed accurate information for automating after-call work and promises management in a contact center.
This article will help you understand:
- Conversational flow analytics and its significance
- How AI can offer accurate in-call guidance to agents
- How machines learn call phases and flow of conversations