Introducing Conversational Analytics: Turn Voice AI Calls Into Actionable Insight

If you’re using Voice AI agents to handle inbound calls, then you’re already feeling the impact on your business every day. But the real power comes in knowing what’s happening on those calls, what the outcomes are (and why) so you can take your agents’ performance to the next level.

Getting to this level of visibility in the past has traditionally required manual work: digging through transcripts, tracking down dispositions and tying them back to the right conversation so you understand how it’s performing against the metrics that matter most.

That changes today with the launch of Conversational Analytics. 

Hatch now automatically applies LLM-powered analysis to every inbound Voice AI conversation and surfaces the insights you need to improve conversion and optimize performance. 

Beyond raw call logs

When you deploy a Hatch Voice AI agent, you're trusting it to represent your business on every call. The problem is that most platforms give you raw call logs or disposition-level reporting and call it a day. That's not visibility, it's a starting point.

Hatch now takes that further with Conversational Analytics. With this new capability, every completed inbound Voice AI conversation is listed with a call summary and quick view of what happened on the call, and why while being translated into meaningful metrics - from bookable to containment rate. It's the difference between knowing a call happened and understanding what happened, and what you can do about it.

What Conversational Analytics looks like in action 

Here's a quick look at what you can do from the new Conversations dashboard:

Monitor calls at a glance. Every inbound Voice AI call is analyzed automatically upon completion, and your team gets a clean, navigable view of call outcomes across all locations, agents, and time periods, without opening a single recording.

Find and fix conversion gaps. The most important metric for any service business isn't how many calls came in, it's how many bookable calls actually got booked. Conversational Analytics gives you that bookable-to-booked rate directly, so you can identify where your AI agent is succeeding and where it's leaving revenue on the table.

Understand what callers actually want. Conversations are categorized by request types, and you'll soon be able to can see demand trends across your locations. This will enable you to make smarter decisions about how to train and tune your bots.

Dive deeper when you need to. Built into the Conversations page, you can click into any call to pull up the full recording and transcript side by side. No tab-switching, no third-party tools. And if a call outcome looks off, you can override it so your data stays clean and accurate.

Insights your team can act on

This isn't a reporting tool built for analysts. It's built for the people responsible for driving results.

Whether it’s the need to see high-level KPIs and trend data to monitor agent performance and report on ROI, or drill into the conversion of a single call and performance of the AI handling it, this new view lets teams review workflows, investigate underperformance, and take action faster.

Insight is only valuable when it's accessible to the people who can act on it.

Stay tuned for more analytics

This first release focuses on inbound AI voice conversations — the highest-stakes interaction for most service businesses. But we have plans to expand not only to other  channels and conversation types, but also additional metrics and insights, eventually giving you the visibility to optimize agent performance across your entire business.

In the coming weeks, we'll also add more filtering capability to let you drill down and zero in on what's driving performance or hindering it.

The bigger picture

As AI takes on more of the front-line customer conversation, businesses need more than automation—they need accountability and observability. The ability to measure, understand, and continuously improve how AI performs on their behalf.
Hatch has always believed that AI should work with your team, not around it. Conversational Analytics is the next step in that vision: turning every call your AI handles into a data point that has the power to make the next call better.

Learn more

Conversational Analytics is available now for all Hatch clients using Inbound Voice AI agents. Here are a few ways to explore this new feature.

• Hatch customers, log into Hatch to explore it from the Conversations page. If you have questions, reach out to your Account Manager here.
• If you're not yet a Hatch customer, book a demo here.
• To get a live walk-through, keep an eye out for our webinar on April 22. Registration page coming soon!