Every day, your business engages in countless conversations — live chats, phone calls, emails…
But did you know that these aren’t just support interactions? They’re packed with golden insights that can drastically improve your customer experience — if you know how to uncover them.

This is where conversation analytics steps in — helping you sift through the noise and reveal what truly matters.

From Raw Dialogue to Actionable Insights

AI-powered conversation analytics dives deep into every interaction between your customers and your business. It doesn’t just capture what was said — it analyzes word choice, tone, even silences.

Through patterns, emphasis, and recurring language, AI reveals hidden trends, emotional cues, and pain points.

This analysis helps companies answer essential questions such as:

• What are customers complaining about the most?

• Which agents resolve issues the fastest?

• Which product features cause confusion?

• At what point in the journey does satisfaction drop?

These insights not only help you understand the present — they empower you to shape future operations proactively.

Sentiment Analysis: Hear Not Just What, But How It's Said

Sentiment analysis focuses on the feeling behind the words. It detects emotions like anger, satisfaction, frustration, or excitement — all based on word choice and phrasing.

In call centers, this becomes a game-changer. A seemingly calm message may hide growing dissatisfaction. With real-time emotional insights, your team can step in before issues escalate — turning potential churn into retained loyalty.

In short, conversation analytics doesn’t just show what’s said — it helps you understand how it’s said, enabling a shift from reactive to predictive support.

Fix What’s Broken, Elevate What Works

Beyond emotion, conversation analytics also surfaces systemic problems. If multiple customers are raising the same issue, chances are your product or process needs a fix.

Here’s how you can put these insights to work:

• Redesign your FAQs to reflect real customer concerns.

• Help product teams fix confusing interfaces or flawed features.

• Tailor agent training based on the most frequent pain points.

As a result, your team evolves with every interaction.
Customer satisfaction (CSAT) goes up, agent performance is measured objectively, and your customer experience becomes smarter and more scalable.

Data Privacy & Security: Non-Negotiable

Customer conversations contain highly sensitive data. That’s why privacy and security must be central to any conversation analytics initiative.

Regulatory compliance with laws like GDPR and KVKK is not optional — it’s fundamental.

At Orbina, we take this seriously. We use your data strictly for its intended purpose, protect it with advanced encryption, and enforce strict access controls. Your trust is our top priority — and you never have to trade privacy for innovation.

Turn Raw Dialogue into Strategic Power

AI-powered conversation analytics is advancing rapidly. Soon, systems will:

• Suggest real-time responses,

• Pull answers from your knowledge base on the fly,

• And automate routine workflows.

The strategic value hidden in your daily support conversations is massive — and AI helps you tap into it. You'll identify customer needs, product flaws, and growth opportunities for your team like never before.

At Orbina, we support this journey with powerful, privacy-respecting conversation analytics.
We automatically analyze your interactions, detect sentiment and intent, and highlight pain points — offering not just data, but actionable insights.

Ready to stop guessing and start supporting with data? Let Orbina help you transform your support operations into a smarter, more predictive engine.