# Source: https://www.gigaspaces.com/data-terms/what-is-conversational-analytics

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Conventional RAG Falls Short with Enterprise Databases

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    * [![vid-icon](https://www.gigaspaces.com/wp-content/uploads/2024/07/solutons.png) Massimo Pezzini, Gartner Analyst Emeritus  ](https://go.gigaspaces.com/5-top-use-cases-for-driving-business-with-data-hub-architecture)

5 Top Use Cases For Driving Business With Data Hub Architecture 

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      * [Semantic Reasoning](https://www.gigaspaces.com/how-it-works/semantic-reasoning)
      * [Questions to SQL Queries](https://www.gigaspaces.com/how-it-works/questions-into-sql-queries)
      * [Asked & Answered in Natural Language](https://www.gigaspaces.com/how-it-works/asked-answered-natural-language)
      * [Multiple Data Sources](https://www.gigaspaces.com/how-it-works/supported-data-sources)
      * [Proactive AI Governance](https://www.gigaspaces.com/how-it-works/proactive-ai-governance)
    * [![vid-icon](https://www.gigaspaces.com/wp-content/uploads/2025/02/How-it-works-menu.jpg)](https://go.gigaspaces.com/effective-ai-governance-wp)

Ensure GenAI compliance and governance 

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  * [Success Stories![](https://www.gigaspaces.com/wp-content/uploads/2022/11/Path-16484.svg)](https://www.gigaspaces.com/case-studies)

    * By Use Case

      * [Procurement](https://www.gigaspaces.com/use-cases/procurement-supply-chain)
      * [Operations](https://www.gigaspaces.com/use-cases/enhancing-pharmaceutical-operations)
      * [Budget Management](https://www.gigaspaces.com/use-cases/educational-organizations-budget-resources)
      * [Sales Operations](https://www.gigaspaces.com/use-cases/retail-boost-sales)
      * [Service Providers](https://www.gigaspaces.com/use-cases/contract-control-cost-savings)
      * [Utilities Management](https://www.gigaspaces.com/use-cases/cut-sla-penalties)
      * [Restaurant Management](https://www.gigaspaces.com/use-cases/power-smarter-restaurant-growth-erag)
    * By Industry

      * [Logistics](https://www.gigaspaces.com/case-studies/optimizing-supply-chain-with-ai-powered-insights)
      * [Pharma](https://www.gigaspaces.com/case-studies/transforming-patient-outcomes)
      * [Education](https://www.gigaspaces.com/case-studies/achieving-educational-budget-control)
      * [Retail](https://www.gigaspaces.com/case-studies/retail-intelligence-with-erag)
      * [Shipping](https://www.gigaspaces.com/case-studies/redefining-global-logistics)
      * [Energy](https://www.gigaspaces.com/case-studies/boosting-operations-reducing-penalties)
      * [Hospitality](https://www.gigaspaces.com/case-studies/restaurant-increase-profit-erag)
    * [![vid-icon](https://www.gigaspaces.com/wp-content/uploads/2025/02/Company-menu-thumb.jpg)](https://go.gigaspaces.com/webinarod/ecurely-unlocking-structured-data-for-enterprise-ai-0)

Monkey See, AI Do - All about CUA

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    * [![vid-icon](https://www.gigaspaces.com/wp-content/uploads/2025/02/Resources-menu-thumb.jpg)](https://www.gigaspaces.com/blog/from-rag-to-tag)

Taking the AI leap from RAG to TAG

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    * col2

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      * [System Integrators](https://www.gigaspaces.com/partners-lobby/system-integrators)
      * [Technology Partners](https://www.gigaspaces.com/partners-lobby/technology)
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GigaSpaces, IBM & AWS make AI safer

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        * [GenAI Catalyst](https://www.gigaspaces.com/products/genai-catalyst)
        * [Instant Data](https://www.gigaspaces.com/products/instant-data)
        * [Respond Proactively](https://www.gigaspaces.com/products/proactive-ai)
        * [Act Autonomously](https://www.gigaspaces.com/products/data-autonomy)
      * [Smart DIH](https://www.gigaspaces.com/products/smart-digital-integration-hub-lobby)
      * [XAP](https://www.gigaspaces.com/products/xap-imdg)
    * Solutions for

      * [Pharma](https://www.gigaspaces.com/products/erag/pharma)
      * [Procurement](https://www.gigaspaces.com/products/erag/procurement)
    * [![vid-icon](https://www.gigaspaces.com/wp-content/uploads/2025/02/Product-menu-thumb.jpg)](https://go.gigaspaces.com/webinar/why-conventional-rag-falls-short)

Conventional RAG Falls Short with Enterprise Databases

[Watch the Webinar![icon](/wp-content/uploads/2023/04/Group-30743.png)](https://go.gigaspaces.com/webinar/why-conventional-rag-falls-short)

  * Solutions![](https://www.gigaspaces.com/wp-content/uploads/2022/11/Path-16484.svg)

    * Business Solutions

      * [Digital Innovation Over Legacy Systems](https://www.gigaspaces.com/use-cases/digital-innovation-acceleration)
      * [Integration Data Hub](https://www.gigaspaces.com/technology/integration-data-hub)
      * [API Scaling](https://www.gigaspaces.com/use-cases/application-acceleration)
      * [Hybrid / Multi-cloud Integration](https://www.gigaspaces.com/use-cases/hybrid-or-multi-cloud-integration)
      * [Customer 360](https://www.gigaspaces.com/use-cases/customer-360)
      * Industry Solutions
      * [Retail](https://www.gigaspaces.com/retail-and-ecommerce-2)
      * [Financial Services](https://www.gigaspaces.com/financial-services)
      * [Insurance Companies](https://www.gigaspaces.com/industry-solutions/insurance)
    * [![vid-icon](https://www.gigaspaces.com/wp-content/uploads/2024/07/solutons.png) Massimo Pezzini, Gartner Analyst Emeritus  ](https://go.gigaspaces.com/5-top-use-cases-for-driving-business-with-data-hub-architecture)

5 Top Use Cases For Driving Business With Data Hub Architecture 

[Watch the Webinar![icon](/wp-content/uploads/2023/04/Group-30743.png)](https://go.gigaspaces.com/5-top-use-cases-for-driving-business-with-data-hub-architecture)

  * How it Works![](https://www.gigaspaces.com/wp-content/uploads/2022/11/Path-16484.svg)

    * [eRAG Technology Overview](/how-it-works/erag-how-it-works)

      * [AI-Ready, IT-Friendly](https://www.gigaspaces.com/products/ai-ready)
      * [Semantic Reasoning](https://www.gigaspaces.com/how-it-works/semantic-reasoning)
      * [Questions to SQL Queries](https://www.gigaspaces.com/how-it-works/questions-into-sql-queries)
      * [Asked & Answered in Natural Language](https://www.gigaspaces.com/how-it-works/asked-answered-natural-language)
      * [Multiple Data Sources](https://www.gigaspaces.com/how-it-works/supported-data-sources)
      * [Proactive AI Governance](https://www.gigaspaces.com/how-it-works/proactive-ai-governance)
    * [![vid-icon](https://www.gigaspaces.com/wp-content/uploads/2025/02/How-it-works-menu.jpg)](https://go.gigaspaces.com/effective-ai-governance-wp)

Ensure GenAI compliance and governance 

[Read the Whitepaper![icon](/wp-content/uploads/2023/04/Group-30743.png)](https://go.gigaspaces.com/effective-ai-governance-wp)

  * [Success Stories![](https://www.gigaspaces.com/wp-content/uploads/2022/11/Path-16484.svg)](https://www.gigaspaces.com/case-studies)

    * By Use Case

      * [Procurement](https://www.gigaspaces.com/use-cases/procurement-supply-chain)
      * [Operations](https://www.gigaspaces.com/use-cases/enhancing-pharmaceutical-operations)
      * [Budget Management](https://www.gigaspaces.com/use-cases/educational-organizations-budget-resources)
      * [Sales Operations](https://www.gigaspaces.com/use-cases/retail-boost-sales)
      * [Service Providers](https://www.gigaspaces.com/use-cases/contract-control-cost-savings)
      * [Utilities Management](https://www.gigaspaces.com/use-cases/cut-sla-penalties)
      * [Restaurant Management](https://www.gigaspaces.com/use-cases/power-smarter-restaurant-growth-erag)
    * By Industry

      * [Logistics](https://www.gigaspaces.com/case-studies/optimizing-supply-chain-with-ai-powered-insights)
      * [Pharma](https://www.gigaspaces.com/case-studies/transforming-patient-outcomes)
      * [Education](https://www.gigaspaces.com/case-studies/achieving-educational-budget-control)
      * [Retail](https://www.gigaspaces.com/case-studies/retail-intelligence-with-erag)
      * [Shipping](https://www.gigaspaces.com/case-studies/redefining-global-logistics)
      * [Energy](https://www.gigaspaces.com/case-studies/boosting-operations-reducing-penalties)
      * [Hospitality](https://www.gigaspaces.com/case-studies/restaurant-increase-profit-erag)
    * [![vid-icon](https://www.gigaspaces.com/wp-content/uploads/2025/02/Company-menu-thumb.jpg)](https://go.gigaspaces.com/webinarod/ecurely-unlocking-structured-data-for-enterprise-ai-0)

Monkey See, AI Do - All about CUA

[Watch Webinar![icon](/wp-content/uploads/2023/04/Group-30743.png)](https://go.gigaspaces.com/webinarod/ecurely-unlocking-structured-data-for-enterprise-ai-0)

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    * [![vid-icon](https://www.gigaspaces.com/wp-content/uploads/2025/02/Resources-menu-thumb.jpg)](https://www.gigaspaces.com/blog/from-rag-to-tag)

Taking the AI leap from RAG to TAG

[Read the Blog![icon](/wp-content/uploads/2023/04/Group-30743.png)](https://www.gigaspaces.com/blog/from-rag-to-tag)

  * Company![](https://www.gigaspaces.com/wp-content/uploads/2022/11/Path-16484.svg)

    * Our Company

      * [About](https://www.gigaspaces.com/about)
      * [Customers](https://www.gigaspaces.com/customers)
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      * [Press Releases](/press-releases)
      * [Careers](https://www.gigaspaces.com/career-lobby)
    * col2

      * [Partners](https://www.gigaspaces.com/partners-lobby)
      * [OEM Partners](https://www.gigaspaces.com/partners-lobby/oem)
      * [System Integrators](https://www.gigaspaces.com/partners-lobby/system-integrators)
      * [Technology Partners](https://www.gigaspaces.com/partners-lobby/technology)
      * [Value Added Resellers](https://www.gigaspaces.com/partners-lobby/value-added-resellers)
      * Support & Services
      * [Services](https://www.gigaspaces.com/service-overview)
      * [Support](https://www.gigaspaces.com/support-lobby)
    * [![vid-icon](https://www.gigaspaces.com/wp-content/uploads/2025/02/Company-menu-thumb.jpg)](https://www.gigaspaces.com/news/gigaspaces-partners-with-ibm-and-aws-to-deliver-accurate-safe-genai-with-dbs)

GigaSpaces, IBM & AWS make AI safer

[Read How![icon](/wp-content/uploads/2023/04/Group-30743.png)](https://www.gigaspaces.com/news/gigaspaces-partners-with-ibm-and-aws-to-deliver-accurate-safe-genai-with-dbs)

  * [Book a Demo](https://www.gigaspaces.com/book-a-demo)



  * Products
    * Our Products
      * [eRAG](https://www.gigaspaces.com/products/erag)
        * [GenAI Catalyst](https://www.gigaspaces.com/products/genai-catalyst)
        * [Instant Data](https://www.gigaspaces.com/products/instant-data)
        * [Respond Proactively](https://www.gigaspaces.com/products/proactive-ai)
        * [Act Autonomously](https://www.gigaspaces.com/products/data-autonomy)
      * [Smart DIH](https://www.gigaspaces.com/products/smart-digital-integration-hub)
      * [XAP](https://www.gigaspaces.com/products/xap-imdg)
    * Solutions for
      * [Pharma](https://www.gigaspaces.com/products/erag/pharma)
      * [Procurement](https://www.gigaspaces.com/products/erag/procurement)
  * Solutions
    * [Digital Innovation Over Legacy Systems](https://www.gigaspaces.com/use-cases/digital-innovation-acceleration)
    * [Integration Data Hub](https://www.gigaspaces.com/technology/integration-data-hub)
    * [API Scaling](https://www.gigaspaces.com/use-cases/application-acceleration)
    * [Hybrid/Multi-cloud Integration](https://www.gigaspaces.com/use-cases/hybrid-or-multi-cloud-integration)
    * [Customer 360](https://www.gigaspaces.com/use-cases/customer-360)
    * [Retail](https://www.gigaspaces.com/retail-and-ecommerce-2)
    * [Financial Services](https://www.gigaspaces.com/financial-services)
    * [Insurance Companies](https://www.gigaspaces.com/industry-solutions/insurance)
  * How it Works
    * [eRAG Technology Overview](https://www.gigaspaces.com/how-it-works/erag-how-it-works)
      * [AI-Ready, IT-Friendly](https://www.gigaspaces.com/products/ai-ready)
      * [Semantic Reasoning](https://www.gigaspaces.com/how-it-works/semantic-reasoning)
      * [Questions to SQL Queries](https://www.gigaspaces.com/how-it-works/questions-into-sql-queries)
      * [Asked & Answered in Natural Language](https://www.gigaspaces.com/how-it-works/asked-answered-natural-language)
      * [Multiple Data Sources](https://www.gigaspaces.com/how-it-works/supported-data-sources)
      * [Governance](https://www.gigaspaces.com/how-it-works/proactive-ai-governance)
  * [Success Stories](https://www.gigaspaces.com/case-studies)
    * By Use Case
      * [Procurement](https://www.gigaspaces.com/use-cases/procurement-supply-chain)
      * [Operations](https://www.gigaspaces.com/use-cases/enhancing-pharmaceutical-operations)
      * [Budget Management](https://www.gigaspaces.com/use-cases/educational-organizations-budget-resources)
      * [Sales Operations](https://www.gigaspaces.com/use-cases/retail-boost-sales)
      * [Service Providers](https://www.gigaspaces.com/use-cases/contract-control-cost-savings)
      * [Utilities Management](https://www.gigaspaces.com/use-cases/cut-sla-penalties)
      * [Restaurant Management](https://www.gigaspaces.com/use-cases/power-smarter-restaurant-growth-erag)
    * By Industry
      * [Logistics](https://www.gigaspaces.com/case-studies/optimizing-supply-chain-with-ai-powered-insights)
      * [Pharma](https://www.gigaspaces.com/case-studies/transforming-patient-outcomes)
      * [Education](https://www.gigaspaces.com/case-studies/achieving-educational-budget-control)
      * [Retail](https://www.gigaspaces.com/case-studies/retail-intelligence-with-erag)
      * [Shipping](https://www.gigaspaces.com/case-studies/redefining-global-logistics)
      * [Energy](https://www.gigaspaces.com/case-studies/boosting-operations-reducing-penalties)
      * [Hospitality](https://www.gigaspaces.com/case-studies/restaurant-increase-profit-erag)
  * Resources
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    * [Videos](https://www.gigaspaces.com/resources/videos)
    * [Q&As](https://www.gigaspaces.com/answers)
    * [Whitepapers & Brochures](https://www.gigaspaces.com/resources/brochures)
    * [Customer Case Studies](https://www.gigaspaces.com/resources/case-studies)
    * [Events](https://www.gigaspaces.com/resources/events/)
    * [Glossary](https://www.gigaspaces.com/data-terms)
    * [FAQs](https://www.gigaspaces.com/products/erag/faq)
    * [Blog](https://www.gigaspaces.com/blog)
    * [Technical Documentation](https://docs.www.gigaspaces.com/latest/landing.html)
  * Company
    * [About](https://www.gigaspaces.com/about)
    * [Customers](https://www.gigaspaces.com/customers)
    * [Management](https://www.gigaspaces.com/leadership)
    * [Board Members](https://www.gigaspaces.com/board-members)
    * [Investors](https://www.gigaspaces.com/investors)
    * [News](https://www.gigaspaces.com/news)
    * [Press Releases](https://www.gigaspaces.com/press-releases)
    * [Careers](https://www.gigaspaces.com/career-lobby)
    * [Partners](https://www.gigaspaces.com/partners-lobby)
      * [OEM Partners](https://www.gigaspaces.com/partners-lobby/oem)
      * [System Integrators](https://www.gigaspaces.com/partners-lobby/system-integrators)
      * [Technology Partners](https://www.gigaspaces.com/partners-lobby/technology)
      * [Value Added Resellers](https://www.gigaspaces.com/partners-lobby/value-added-resellers)
    * Support & Services
      * [Services](https://www.gigaspaces.com/service-overview)
      * [Support](https://www.gigaspaces.com/support-lobby)
  * [Pricing](https://www.gigaspaces.com/pricing)
  * [Book a Demo](https://www.gigaspaces.com/?schedule-meeting-form=true)



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# Conversational Analytics

[More Glossary Terms](https://www.gigaspaces.com/data-terms)

## What is Conversational Analytics?

Conversational analytics is a process that analyzes conversations between people and businesses. These can happen over chat, email, social media, or the phone. The goal is to gain insights into what customers need, their sentiments, and their behavior.

This type of analytics helps companies understand what customers are saying, what they want, and how they feel. It goes beyond simple data points like call duration or chat length, instead, it looks at the intent, context, and emotions behind conversations.

Think of it as a way to turn noisy conversations into actionable information. Businesses can improve customer support, sales, product development, and overall experience.

## The Key Components of Conversational Analytics

Several elements make up conversational analytics. Understanding them helps you see why this technology is so powerful.

  * **Natural Language Processing (NLP):** This allows machines to understand human language and interpret text or voice, recognizing meaning and context.
  * [**Sentiment Analysis**](https://www.gigaspaces.com/data-terms/sentiment-analysis)**:** This identifies the tone of a conversation — positive, negative, or neutral. Companies use it to gauge customer satisfaction.


  * **Intent Recognition:** This detects the purpose behind a message, for example, is the customer asking a question, making a complaint, or seeking help?


  * **Topic Extraction:** Tools can identify the main subjects discussed in conversations. This helps focus on what matters most to customers.


  * **Performance Monitoring:** Analytics tracks how well agents or chatbots are performing, measuring KPIs like response time and resolution rate.


  * **Personalization and Recommendations:** By analyzing past conversations, businesses can suggest tailored solutions and offers to customers.



[Conversational analytics tools](https://www.gigaspaces.com/blog/top-12-ai-tools-for-data-analysis) combine these components into software solutions that automate analysis and generate insights.

## How Conversational Analytics Works

Conversational analytics software works in a step-by-step process. Here’s a simplified overview:

**Data Collection:** Pull together conversations from chats, emails, social media, and phone calls. If it’s voice, convert it to text to make for easier analysis. 

**Preprocessing:** Clean up the data and remove any duplicates, irrelevant bits, or mistakes. Standardize the text so the analysis runs smoothly.

**Processing with AI:** Let AI do the heavy lifting. Use NLP, [ML](https://www.gigaspaces.com/data-terms/machine-learning-inference), and sentiment analysis to understand what’s being said, why it’s being said, and how people feel about it.

**Analysis and Reporting:** Turn the data into clear insights. Dashboards, charts, and reports show trends, common problems, and opportunities to improve.

**Prescriptive Actions:** Some tools go further by suggesting what to do next. For example, they might recommend better agent replies or product changes based on patterns in conversations.

**Continuous Learning:** The system keeps improving as new data comes in. This makes insights [more accurate](https://www.gigaspaces.com/blog/rag-technology-increasing-genai-accuracy) and lets businesses react in real time.

This approach allows businesses to respond faster and make data-driven decisions while conversations are still happening. That is why conversational AI analytics has become essential in modern customer experience strategies.

## The Applications of Conversational Analytics

Conversational analytics is useful across industries. Here are some of the main ways companies use conversational analytics:

  * **Customer Support:** Companies can look at chats, calls, and emails to see which questions or problems come up most often. This helps support teams solve issues faster and gives agents tips to improve how they handle customers.
  * **Voice of the Customer (VoC):** By analyzing real conversations, businesses can understand what customers like, dislike, or find frustrating. This gives a direct view of customer needs and helps make better decisions.


  * **Sales and Marketing:** Conversational analytics can show what makes customers interested in a product or service. Businesses can then tailor offers, messages, and campaigns to what people actually want, making sales and marketing more effective.


  * **Product Development:** Patterns in customer feedback expose recurring problems or ideas for new features. Companies can use this information to make their existing products better or build new ones that meet evolving customer needs.


  * **Fraud Detection:** In banks or financial services, analyzing conversations can flag anomalous or suspicious activity. This helps prevent fraud before it causes harm.


  * **Compliance:** Businesses can monitor interactions to make sure employees follow the rules, regulations, and internal policies.



## FAQs

### What technologies are commonly used in Conversational Analytics?

Key technologies include NLP, sentiment analysis, machine learning, speech-to-text, and AI-driven categorization. Modern tools combine these into automated workflows for actionable insights.

### How can companies benefit from implementing Conversational Analytics?

Companies gain:

  * Quicker response to customer issues
  * Better agent and chatbot performance
  * A more thorough understanding of customer needs
  * Cost savings through automation
  * More intelligent decisions based on real insights



### How do privacy regulations affect conversational analytics?

Privacy laws like GDPR and HIPAA are in place to make sure businesses handle customer data carefully. Companies need to keep data safe, remove personal identifiers wherever possible, and only use it for the reasons it was collected. Doing this keeps customers’ trust and ensures the insights from analytics are accurate and reliable.

### Can conversational analytics be used for real-time analysis? 

They can. Real-time conversational analytics tools let businesses monitor interactions as they happen. Companies can spot shifts in sentiment, address issues at once, and optimize customer engagement instantly.

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