Interaction Analytics – Linking What We Say and What We Do

Interaction Analytics

My interest in the emerging Interaction Analytics market goes back to a project I led in 2008 that was focused on the capture, index, store, sharing and analyzing of my voice, text and video conversations. Three recent announcements illustrate progress and growth toward the Interaction Analytics market opportunity: Join.me is an online meeting service from […]

Google Unlocks Voice Data

Google announced that starting today, you can download a copy of all your Google Voice and other communications data.   This is a huge move by Google that unlocks new value for end users, for application vendors and advertisers by enabling new ways to benefit from our communications and conversation data. The value of voice […]

True Value to be found in Sensing Relevance

"Context, the weaving together of interrelated conditions that brings meaning to why a person is doing something, is the key to delivering relevance.   The only thing of true value in a user-controlled medium is relevance."  @jonathanmendez , Display's Matching Problem   I agree with Jonathan and like his vision for integrating the emerging "sensing […]

Conversation Analytics within Companies

  Sandy Pentland talks about how his research and his book "Honest Signals" can help improve business productivity by analyzing communication flows within companies. Some key points include: – All social species are alike and improve productivity through Discovery and Integration – Higher access to information discovery improves productivity by 4% – Face-to-Face networks improve […]

Good Conversation = Brain Synchronization

From Brandon Keim at Wired: When two people experience a deep connection, they’re informally described as being on the same wavelength. There may be neurological truth to that. Brain scans of a speaker and listener showed their neural activity synchronizing during storytelling. The stronger their reported connection, the closer the coupling. The experiment was the […]

Twitter Graph Relevance

John Batelle provides further proof of the value found at the intersection of network graphs and conversation analytics.    We now have a number of graphs defined by aggregating links and conversations around social objects: web graphs ( e.g. Google), social graphs (e.g. Facebook), interest graphs (e.g. twitter), location graphs (e.g. foursquare).   "In short, […]

Conversation Analytics : Patterns, Sentiment & Intent

Here is another proof point supporting my vision for the emergence of conversation analytics.  Autonomy announces Autonomy Explore: "Autonomy Explore connects to all customer touchpoints including web, contact center, social media and email to deliver a complete understanding of each customer and customer segment, as well as the overall customer-base. Powered by Autonomy's unique meaning-based […]