Conversational Analysis

Every customer conversation contains signals — about satisfaction, buying intent, compliance risk, and agent effectiveness. The challenge isn't that these signals don't exist. It's that most teams only hear a fraction of them.

Conversation analysis uses AI to extract structured insights from spoken interactions, turning unstructured dialogue into data your team can measure, track, and act on. Gistly applies conversation analytics across every call your organization handles — not just sales calls, not just flagged calls, but every interaction across every department.

What Conversation Analysis Actually Measures

At its core, conversation analysis examines what was said, how it was said, and what those patterns reveal about the interaction's quality and outcome.

Sentiment tracking identifies emotional shifts throughout a conversation. A call that starts neutral, escalates to frustration, and ends with resolution tells a different story than one that stays negative from start to finish. Gistly tracks sentiment in real time, so teams can identify at-risk interactions before they become complaints or churn events.

Talk ratios and patterns reveal the dynamics of each conversation. Is the agent dominating the dialogue, or is the customer given space to explain their issue? These patterns correlate with customer satisfaction and resolution rates — and they're invisible without systematic analysis.

Topic detection surfaces the subjects customers raise most frequently. When 200 callers in a week mention the same billing issue, that's a product signal, not just a support problem. Conversation analytics aggregates these topics across your entire call volume, turning individual mentions into trends your operations team can address.

Keyword and phrase monitoring catches specific language that matters for compliance, competitive intelligence, or quality standards. Whether it's a required disclosure, a competitor mention, or a prohibited claim, Gistly flags these automatically — across 100% of conversations.

Beyond Sales: Conversation Analytics for Every Department

Most conversation intelligence platforms were built for sales teams. That's valuable for sales — but it leaves support, compliance, collections, and QA teams without the insights they need.

Sales teams use it to identify winning conversation patterns, track objection frequency, and understand why deals progress or stall.

Support teams use it to monitor customer sentiment trends, identify recurring issues, and measure whether resolution approaches actually work.

QA and compliance teams use it to verify that every conversation meets regulatory requirements — flagging deviations, tracking adherence rates, and building defensible compliance records.

Collections teams use it to ensure agents follow mandated disclosure requirements while identifying communication approaches that lead to successful outcomes.

How Gistly's Approach Differs

Full conversation coverage. Gistly analyzes every call, not a sample. Analytics built on 3% of your call volume produce conclusions that are statistically unreliable.

Cross-department analytics from one platform. Sales, support, QA, and compliance teams share the same conversation data but see analytics tailored to their needs.

Structured outputs, not just dashboards. Conversation analysis generates data. Gistly structures that data into agent scorecards, compliance flags, sentiment trend reports, and topic aggregations that route to the right stakeholder automatically.

From Analysis to Insight to Action

When conversation analytics reveals that a specific agent struggles with compliance disclosures, that finding routes to the QA team's coaching queue. When topic detection shows a surge in questions about a particular product feature, that insight routes to the product team. When sentiment analysis flags a high-value account trending negative, that alert reaches the account manager.

The value of conversation analysis isn't in the analysis itself — it's in the decisions it enables.

Start Analyzing Every Conversation

Whether your team handles hundreds of calls or tens of thousands, Gistly's conversation analysis delivers structured, actionable insights from every interaction — across every department, every channel, and every use case.

Related Features

• AI Meeting Summary
• Conversation QA & Risk Intelligence
• Sales & Admissions Use Cases
• Automated Auditing