Conversation analysis
Analyze conversation quality and extract structured data from customer interactions.
Conversation analysis provides tools to evaluate performance, extract information, improve prompts, and search customer interactions.
Success evaluation
Define custom criteria to assess conversation quality, goal achievement, and customer satisfaction.
Data collection
Extract structured information from conversations such as contact details and business data.
Sentiment analysis
Understand whether users are having positive, neutral, or negative conversations.
Searching conversations
Find messages by keyword or meaning across your conversation history.
Overview
Section titled “Overview”ElevenAgents provides several complementary analysis capabilities:
- Success evaluation: Define custom criteria to assess conversation quality, goal achievement, and customer satisfaction
- Data collection: Extract specific data points from conversations such as contact information, issue details, or any structured information
- Sentiment analysis: Understand user sentiment across completed conversations
- Searching conversations: Find relevant messages across conversation history
These features process conversation transcripts to provide insights that improve agent performance and business outcomes.
Key benefits
Section titled “Key benefits”Performance measurement
Track conversation success rates, customer satisfaction, and goal completion across all interactions to identify improvement opportunities.
Automated data extraction
Capture valuable business information without manual processing, reducing operational overhead and improving data accuracy.
Quality assurance
Ensure agents follow required procedures and maintain consistent service quality through systematic evaluation.
Business intelligence
Gather structured insights about customer preferences, behavior patterns, and interaction outcomes for strategic decision-making.
Integration with platform features
Section titled “Integration with platform features”Conversation analysis integrates with other ElevenAgents capabilities:
- Post-call Webhooks: Receive evaluation results and extracted data via webhooks for integration with external systems
- Analytics: View aggregated performance metrics and trends across all conversations
- Spotlight: Review real-time insights, sentiment analysis, topic discovery, and supporting conversations
- Agent Transfer: Use evaluation criteria to determine when conversations should be escalated
Getting started
Section titled “Getting started”Choose your analysis approach
Determine whether you need success evaluation, data collection, or both based on your business objectives.
Configure evaluation criteria
Set up Success evaluation to measure conversation quality and goal achievement.
Set up data extraction
Configure Data collection to capture structured information from conversations.
Monitor and optimize
Review results regularly and refine your criteria and extraction rules based on performance data.