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Customer Service: Is there a way to gauge the quality of our chats and know the trend in common questions?
AB
AB
Allen Broady, Developer and Scientist. answered:

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.

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