Question
We do receive around 1000 chats per day. I would like to gauge the quality of chats, is there a way to automate it somehow to know the trend and common questions asked over chats?
Answer
Hello,
If I am assuming that you have all these chats per day stored(If not storing these chats on a data warehouse for reporting purposes is an option). There is software such as Nvivo which is great for qualitative analysis which you can use for these tasks. There are also packages for R, Python and even Excel for analyzing data.
