Getting started with conversational analysis

The final type of research we want to cover is conversational analysis. We don’t have a ChatGPT solution yet, so how can I have anything to analyze? Maybe not, but let’s consider other sources. Are there existing trouble tickets or service requests? Maybe there are live-person chats or phone channels. Even reviewing community posts in forums is a good source. Perhaps an existing conversational AI doesn’t include ChatGPT integration. This is an excellent source of existing data. Conversational analysis isn’t valuable for backend solutions or even recommendation systems. Use other research and needs analysis tools there.

At one company, we kept metrics on the quantity and type of support calls. Unsurprisingly, password reset requests and account activations were broken out. We precisely knew the percentage of calls for these services and could then calculate savings to a change in a process that improved that...