Call Transcript
Analytics

SignalPath turns raw contact-center conversations into structured, usable intelligence on customer needs, intent, and sentiment.

See A Demo –>Let's Connect

THE PROBLEM

Contact centers generate thousands of hours of conversation that mostly go unread.

This app shows how Concord turns those transcripts into decision-ready analytics:

Intent discovery — every utterance is grouped into an intent cluster, surfacing why customers are calling without anyone defining the categories up front.

Sentiment signal — each line is scored positive / neutral / negative, exposing the emotional arc of a conversation and your archive as a whole.

Conversation-level drill-down — any individual call can be replayed as a color-coded transcript for QA, coaching, and root-cause analysis.

HOW IT WORKS

Ingest

Raw call transcripts are reshaped and converted to a vector.

Cluster

Add to existing groups of utterances; new clusters may be created as needed. Clusters are titled appropriately for easy reference.

Score sentiment

The same model classifies every utterance as positive, neutral, or negative.

Visualize

This Streamlit app brings it together into an interactive analytics experience.

See it in action.

See how customers and agents are talking across the call portfolio: sentiment, intent clusters, and where to dig in for more detail.