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Tap into existing customer conversations to reveal qualitative feedback. This unfiltered, renewable source of insights accounts for every customer voice – even those who don’t respond to surveys.

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Authenticx listens, analyzes, and activates customer voices using data you already own.

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Software that connects qualitative human emotion to quantitative metrics.​

Collecting data is only part of the equation. Understanding begins by listening and engaging with the story your customers are sharing.

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Conversation Analysis in Qualitative Research

Conversation analysis in qualitative research is used to study speech produced during human interactions. This type of research is especially helpful in call centers or other places where customer service occurs. But what is conversational analysis, and more specifically, what is conversation analysis in qualitative research? Conversational analysis is performed to gather customer-related data. This includes conversations through online chat, text, voice calls, and more. Conversational analysis in qualitative research seeks to understand customer behavior, concerns, and how businesses can better serve their needs.

One example of conversation analysis is listening directly to the voice of the customer to identify recurring themes about their experience. The overall goal is to try and gain a more thorough understanding of the customer experience. You can then use those insights to make changes for improvement. There is no better way to learn about customers’ needs than by listening to the customers themselves. Conversation analysis allows businesses to delve into real conversations from real people to extract meaningful insights.

Authenticx presents the new standard for humanizing customer interaction data at scale. Using pre-existing customer interaction data, Authenticx can help reveal hidden barriers, motivators, and transformational strategies. With Authenticx it is possible to combine existing customer interactions across call center data, texts, chats, emails, and more into a single source of truth. You can also categorize and tag existing data to give it structure. Less time organizing means more time to uncover hidden feedback and access all of it through your organization’s customizable dashboard.

Authenticx makes it possible for users to close the gap between their organization and customers with actionable, multi-sensory insights to share across the organization. This can greatly aid in conversation analysis in qualitative research, providing a solution to managing customer interaction data in a single platform.

Conversation Discourse Analysis

First, it helps to understand: what is conversational analysis in discourse analysis? Conversation discourse analysis examines the use of written, vocal, or sign language to communicate. There are many different approaches to discourse analysis, so depending on your business type and what you’re ultimately hoping to gain from this type of analysis, you have a number of options.

Organizations can use Authenticx as an approach to discourse analysis because it helps them listen to interactions from their customers to learn where and how they can improve. Authenticx helps companies mitigate risk, eliminate waste, and gain insights. This is important for many reasons. First, using artificial intelligence, machine learning, and natural language processing technology can help draw meaning from unstructured data to answer questions, provide quality service, and enhance customer support. This is absolutely critical in conversation discourse analysis.

While AI performs human-oriented tasks such as decision-making, predicting outcomes, assessing efficiencies, and automating a specified task, matching learning leverages computer algorithms to build models that help assess and analyze data sources. In recent years these tools have been used to process vast amounts of digital data to help identify insights and trends that businesses can use to become more effective.

Conversation Analysis in Research Methodology

Another common question that some may have is simply this: what is conversation analysis in research? During qualitative research, organizations can use conversation analysis to gather, interpret, and rate customer experiences. Conversation analysis in research methodology is great for pinpointing areas of concern and allowing companies a deeper look into the customer experience. Likewise, a conversation analysis research paper may compile findings into a readable format so that businesses can better understand what their customers need and want.

Authenticx automates the analysis of millions of customer interactions, bringing context at scale. First, users bring customer conversations into one insights platform to categorize and organize previously unstructured data. Then, they automate intake and evaluations for streamlined analysis to identify meaningful and statistically valid customer conversations. Finally, you can perform evaluations that capture customer journey insights directly from the voice of the customer to confidently take action.

With Authenticx, you can maximize the feedback data you already have. You also get an NLU algorithm specifically for healthcare and can surface meaning and context from data sources. Authenticx helps users organize unstructured data already being collected and identify where disruptions are occurring to better direct resources. The Authenticx platform enables researchers to perform conversation analysis and gain deeper insights into the customer experience.

Principles of Conversation Analysis

When discussing conversation analysis terminology, it’s important to be aware of the different components of analysis—and the basic principles of conversation analysis. Of course, each business might manage the features of conversation analysis a bit differently, but there are some key elements that are crucial to the foundation of any successful conversation analysis strategy.

For instance, Authenticx’s approach to conversation analysis involves three main steps: aggregate, analyze, and activate. They first leverage quantitative and qualitative data that users already have, combining that data across silos and teams. Authenticx then collects ongoing, real-time insights without creating friction for the customer. With your inputs in one place, the software helps categorize and customize your priorities to get the best results. You can organize by needs, interests, drivers, sources, and other contextual indicators—and access it all through one dashboard, customizable to reflect your organization’s top priorities.

Finally, you can take action with insights that close the gap between your organization and customers. Authenticx makes it possible for users to experience a combination of audio and visual outputs, leverage insights and trends made visible across multiple data sources, and get the right information to executives so they can connect with your customers.

By aggregating, analyzing, and activating your data, Authenticx helps businesses make the most out of their conversational data. Gathering customer data is great, but if you can actually use that data for meaningful purposes, even better.

How It Works

Gain a deeper level understanding of contact center conversations with AI solutions.

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Aggregate

Pull customer interaction data across vendors, products, and services into a single source of truth.

Analyze

Collect quantitative and qualitative information to understand patterns and uncover opportunities.

Activate

Confidently take action with insights that close the gap between your organization and your customers.

Types of Conversation Analysis

Conversation analysis in pragmatics refers to the study of how context contributes to meaning. For example, the speaker’s tone or their repeated reference to a certain keyword in relation to a particular topic should warrant attention. Some of the most useful types of conversation analysis capture not only the speaker’s words, but how those words are used in various contexts. For example, if an unmotivated customer agent seems disinterested, conversation analysis can help identify and provide valuable insight into the overall success of your support services.

Meaningful change is heavily dependent on the application of context to collected data. Siloed data or data taken out of context does little to help an organization. By listening to the full conversation in context, you can glean useful output related to future needs, vision, and ideal outcomes. Authenticx notes that investing in holistic, immersive insight helps businesses listen at scale to customer challenges and pain points, listen for business needs, understand and improve processes in place, and more.

Multimodal Conversation Analysis

A multimodal conversation analysis, much like pragmatics, can add context and meaning to conversations. But what is multimodal discourse analysis? In short, this type of analysis examines multiple models of communication, such as text, color, and images, and how they interact with each other to create meaning. Although it may seem auxiliary, studying multimodal discourse analysis, or the ways in which different forms of communication relate to and enhance one another can give you a better understanding of how effective your message or conversation is as a whole.

A multimodal discourse example or multimodal discourse analysis example might involve the use of both text and images to convey information to customers. Conversation analysis can be improved with the use of various forms of media, which is why it’s important to study how these media types act together to support the customer experience.

Narrative Analysis in Qualitative Research

Narrative analysis in qualitative research uses texts to understand how people create meaning in their lives. Conversation and preference structure, for instance, can say a lot about what people value and why they prefer to communicate the way that they do. Needless to say, understanding narrative analysis is critical to conversation analysis as a whole. Narrative analysis can help uncover feelings and behaviors that aren’t explicitly expressed, and this is key to learning about the customer journey and finding ways to improve your customer support system.

Conversational analysis articles often focus on the what, but not as much on the why and how, which is where narrative analysis steps in. If you’re attempting to monitor customer-business interactions in any capacity, it pays to understand why customers say the things they say. Knowing where they’re coming from and having the context to view their situation holistically can help call agents get a better sense of how to solve the issue at hand and how to improve processes down the road.

Authenticx allows users to view and manage conversation analysis from multiple angles. With more and more healthcare customers facing disruption along the customer journey, it’s become more important than ever to heed their concerns. These disruptions create a tremendous amount of waste, which is why Authenticx has developed a Customer Voices Report that identifies key themes sourced directly from the voice of the customer.

Listening to your customer is one thing, but listening to them and using conversation data—including that related to narrative analysis—can help you take things a step further and gain even deeper insights into your processes.

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