Conversation Analytics
AI Transcript Intelligence
An analytics system that turns customer calls, reviews, and transcripts into structured insight — intent, sentiment, issues, and escalation signals.
- Python
- LLM Classification
- Structured Output
- Sentiment Analysis
- Summarisation
01
Problem
Support calls, sales conversations, and review streams contain the most direct customer signal a company has — and almost none of it is read. The volume makes manual analysis impossible; generic summarisation loses the categories teams actually act on.
02
Solution
The pipeline runs each transcript through staged LLM analysis with structured output schemas, producing fields that map to decisions: what the customer wanted, how it went, what should happen next, and who needs to know.
- Intent and topic classification
- Sentiment and emotional trajectory
- Issue extraction and recurrence grouping
- Churn-risk and escalation signals
- Per-audience summaries: product, support, leadership
03
What the system proves
That conversation analytics is a structured-extraction problem, not a chatbot problem. The same pattern extends to call-center QA, review mining for e-commerce, and voice-of-customer reporting — domains where the input is messy language and the output must be a table someone can act on.
What makes it credible
- Multi-view output: product, support, sentiment, churn-risk, leadership
- Structured JSON insights instead of freeform summaries
- Public repo with the full pipeline
- Clearly scoped, with a documented improvement roadmap
Best fit for
- Customer support & product teams
- Founders analysing calls, reviews & feedback
- Teams needing intent, sentiment & action points
Operating principles applied
- Structured extraction before dashboards
- Decision-ready fields over freeform summaries
- Scope kept honest and documented
Roadmap
- Multi-file and batch ingestion from call-platform exports
- Dashboard metrics with role-based views
- Topic clustering across conversations
- Exportable reports and stronger schema validation
- Evaluation set with labelled transcripts
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