Nubitel AI - Conversation Analytics (CA)

Turn Customer Conversations into Actionable Insights

Analyze customer interactions with AI-powered Conversation Analytics to uncover conversation insights, evaluate service quality, understand customer sentiment, and identify agent performance opportunities at scale.

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Move beyond Manual QA with
AI-Powered Conversation Analytics

Manual sampling limits quality assurance (QA) coverage, slows evaluation, and can lead to inconsistent scoring – making it harder to identify recurring issues, performance gaps, and sentiment trends across customer interactions.

Nubitel Conversation Analytics uses advanced AI technologies to automatically analyze voice and digital interactions at scale. It brings contact center insights, conversation intelligence, agent performance analytics, and human-in-the-loop review together in one platform for faster, smarter, data-driven quality management.

See Contact Center Performance at a Glance

Get a centralized view of conversations scored, quality score, CSAT, average sentiment, and issues detected, alongside campaign performance, sentiment trends, detected issues, etc. This gives supervisors a faster way to spot trends, prioritize issues, and understand overall contact center performance.

Connect Performance Metrics to Agent Coaching Priorities

Assess agent performance across Quality Score, NPS Score, Compliance Score, Resolution Rate, and CSAT, with channel and time-range filters for focused analysis. Go deeper into compliance risk, sentiment, satisfaction drivers, resolution performance, coaching assignments, and low-CSAT campaigns to identify where agents need support and where supervisors should focus follow-up.

Quickly Gain Insights into Customer Interactions

Effortlessly analyze conversations with AI-powered summaries, transcription, sentiment, CSAT, dispositions, key topics, etc., to give teams a comprehensive view of interaction quality and customer experience.

Scale Quality Evaluation with Custom AI Score Cards

Evaluate interactions at scale with AI Score Cards, customizable criteria, scoring values, minimum passing thresholds, fail criteria, critical conditions, and Assignment Rules. Define what should be evaluated, which interactions or teams should be included, and how often evaluations are assigned - supporting broader QA coverage with consistent evaluation standards.

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Keep Human Oversight in AI-Powered Quality Management

Give QA teams control over AI-generated evaluations through Evaluation Review, Score Override, Interaction Exclusion, approval workflows, and Review History. Review results, adjust scores when necessary, manage exceptions, and track evaluation decisions to keep AI-powered quality management accurate, controlled, and traceable.

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Go Deeper Into the Conversations
Behind the Metrics

Nubitel Conversation Analytics analyzes 100% of your customer conversations to give supervisors a clearer view of what was discussed, how the interaction was handled, how the customer responded, and where quality can improve.

Understand Interactions Faster with AI-Generated Summaries

GenAI generates concise summaries of customer interactions, including chats, calls, and emails, capturing key points, actions taken, and outcomes. This helps supervisors quickly understand the context and resolution of each interaction, accelerating quality reviews.

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Automatically Transcribe Voice Interactions for Faster QA and Analysis

Nubitel uses Automatic Speech Recognition (ASR) to automatically transcribe voice interactions, with synchronized audio and transcript playback for efficient review. Quickly navigate spoken content and key conversational moments to support quality evaluation and deeper interaction analysis.

Quickly Identify Contact Drivers and Recurring Conversation Themes

Automatically identify interaction outcomes and key topics discussed to make conversations easier to categorize and analyze. Surface recurring themes and issues to help teams understand what is driving customer contacts and where service improvements may be needed.

Understand What Influences Customer Satisfaction/ Dissatisfaction

Gain a thorough understanding of service quality with insights into CSAT and sentiment from both customers and agents. Hovering over the CSAT score provides a GenAI analysis that reveals the underlying factors driving customer satisfaction or dissatisfaction.

Turn Quality Evaluations into
Targeted Agent Improvement

Quality evaluation becomes more valuable when teams can understand the performance patterns behind the scores. Nubitel connects AI-powered evaluation with agent performance metrics and improvement insights to help supervisors focus coaching where it matters.

Get Clear, Explainable Insights into Agent Performance

AI automatically evaluates agent performance across key quality metrics and provides clear, explainable insights behind every score. Identify agent strengths, performance gaps, and coaching opportunities to support data-driven decisions, targeted coaching, and more consistent service quality.

Pinpoint What Went Wrong and Where Coaching Matters Most

Automatically identify performance gaps with AI-generated explanations of what went wrong, why it matters, and how each interaction could be improved. Turn these insights into targeted coaching opportunities that support continuous agent development and more consistent service quality.

Explore Agent Performance

Extend AI-Powered Quality Monitoring across 50+ Languages

Nubitel Conversation Analytics detects and supports conversations across 50+ languages, including English, Chinese, Thai, Vietnamese, Bahasa Malaysia, Bahasa Indonesia, and more. It can detect and support up to two languages simultaneously within a conversation.

Monitor and Prioritize Customer Interactions from One Centralized View

Access all customer interactions in one place and quickly assess key indicators, including quality score, CSAT score, sentiment, complaint status, and review status, without opening conversations individually. Use search and filters to quickly identify interactions that need review or follow-up, helping QA teams focus their time where it matters most.

Scale Quality Monitoring without Sacrificing
Your Contact Center Standards

Manual QA makes it difficult to evaluate enough interactions while maintaining consistent standards. Nubitel AI Score Card automates interaction evaluation at scale, applying your own quality criteria, scoring logic, and evaluation rules across the conversations that matter.

Evaluate 100% of Interactions against Consistent Standards

Automatically evaluate interactions against defined quality criteria and understand why each score was assigned through supporting conversation evidence. Use evaluation results to identify strengths, gaps, and improvement opportunities while tracking quality trends over time.

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Build Evaluation Standards around Your Business

Create personalized AI Score Cards with custom criteria, score prompts, scoring values, minimum passing thresholds, failure rules, etc., tailored to your quality standards. For criteria that depend on business policies or procedures, enable Knowledge Base Compliance and select approved knowledge sources as the source of truth for evaluation.

This helps AI evaluate interactions against both your QA framework and the latest approved business knowledge - supporting more consistent, policy-aligned, and reliable quality assessments.

Automate Evaluation Assignment for Consistent QA Coverage

Define how interactions are distributed for evaluation by setting the evaluation frequency, number or percentage of interactions, due dates, assignment pool, and overdue reassignment rules. Apply a selected scorecard and version to each rule, helping teams distribute QA work consistently, keep evaluations on schedule, and reduce manual assignment effort.

Keep Human Review at the Center of
AI-Powered Quality Evaluation

AI can accelerate evaluation across large interaction volumes, while QA teams remain responsible for validating results, managing exceptions, and approving changes. Nubitel’s human-in-the-loop workflow keeps these decisions structured and traceable.

Review AI-Generated Evaluations with Full Context

QA users can review assigned evaluations and approve results directly within Nubitel Conversation Analytics. The workflow provides clear statuses for evaluations that are To Do, Draft, Awaiting Approval, Request Flag Out, Review Accepted, or Review Rejected, giving teams visibility into what still requires action.

Apply Human Judgment When Evaluation Results Need Adjustment

Evaluators can manually update a score, add remarks, preview the proposed changes, select an override reason, and submit the adjustment for Quality Manager approval.

Keep Unsuitable Interactions out of Evaluation

QA teams can exclude interactions that should not be evaluated by providing a reason, while requests can be routed to a Quality Manager for review where required. This helps maintain a relevant and consistent evaluation set.

Maintain a Traceable Record of Evaluation Changes

Track review requests, accepted and rejected changes, comments, and reasons through Review History, providing a clear record of how evaluation outcomes were handled.

See It in Action

From Customer Interactions to Connected AI-Powered Customer Experience

Nubitel Conversation Analytics captures and analyzes voice and digital interactions with advanced AI, turning conversation data into actionable insights on quality and performance.

As part of the Nubitel AI ecosystem, it brings AI-powered automation, agent assistance, knowledge management, and quality management together with human expertise to support better service decisions and customer experiences.

How Nubitel Turns Interaction Data into Actionable Intelligence

Nubitel applies AI-powered analysis throughout the interaction lifecycle – from capturing and transcribing conversations to generating conversation insights, evaluating quality, and identifying performance opportunities. This transforms interaction data into intelligence that QA teams, supervisors, and operations teams can use for review, coaching, and service improvement.

Connect Conversation Intelligence across the Customer Service Operation

Nubitel Conversation Analytics works within the wider Nubitel AI ecosystem, bringing together AI-powered automation, real-time agent assistance, knowledge management, and quality management. This creates a connected environment where AI supports different stages of the customer service operation while teams retain the human oversight needed to review, decide, coach, and continuously improve the customer experience.

FAQs about Nubitel Conversation Analytics

What is Conversation Analytics software?

Conversation Analytics software uses AI to analyze customer interactions across voice and digital channels and turn conversation data into actionable insights. It can help contact centers understand interaction quality, customer sentiment, conversation topics, outcomes, and agent performance, supporting better quality monitoring and customer experience decisions.

What does Conversation Analytics software do?

Enterprise Conversation Analytics software can capture and transcribe interactions, analyze sentiment and conversation topics, generate summaries, evaluate interaction quality, identify performance gaps, and surface trends across customer conversations.

Nubitel Conversation Analytics combines conversation intelligence, AI-powered quality evaluation, agent performance analysis, and human-in-the-loop quality management in one platform. It can analyze 100% of voice and digital interactions and provide capabilities including:

Conversation Summary: AI-generated summaries of key points, actions, and outcomes to speed up interaction review.
AI-Powered Voice Transcription: Synchronized transcription and audio playback for faster review and analysis of voice interactions.
CSAT & Sentiment Score: Customer and agent sentiment insights with AI analysis of factors associated with satisfaction or dissatisfaction.
Disposition & Key Topics: Automated identification of interaction outcomes, topics, and recurring conversation themes.
Quality Monitoring Dashboard: Centralized monitoring of quality score, CSAT, sentiment, complaint status, review status, and other interaction indicators.
AI Score Card: AI-powered evaluation across 100% of interactions with consistent scoring and supporting conversation evidence.
Scorecard Customization: Custom criteria, prompts, scoring values, minimum passing scores, failure criteria, critical conditions, and targeted evaluation scenarios.
Assignment Rules: Automated selection and assignment of interactions based on evaluation criteria, conditions, scorecards, target agents or teams, and frequency.
Agent Performance Metrics: AI-generated evaluation of agent performance with explainable insights behind scores, strengths, gaps, and coaching opportunities.
Key Areas for Improvement: AI-generated explanations of what went wrong, why it matters, and how an interaction could be improved.
Human-in-the-Loop Evaluation Review: QA teams can review AI evaluations, adjust scores, exclude unsuitable interactions, submit changes for approval, and track review history.
50+ Language Support: Conversation detection and analysis across more than 50 languages, including support for up to two languages simultaneously within a conversation.

What are the benefits of Conversation Analytics for contact centers?

Can Conversation Analytics analyze 100% of customer interactions?

Can Conversation Analytics score interactions against our own QA standards?

Does Conversation Analytics support multilingual interactions?

Can humans review AI-generated Conversation Analytics results?

Make Every Interaction Count with AI-Powered Conversation Analytics

Analyze 100% of your customer interactions at scale, standardize quality evaluation, understand agent performance, and keep human expertise in the QA process – all within Nubitel Conversation Analytics.