Tracking of near conversions in user engagements

A method for tracking near conversions in user engagements, comprising:

• providing an interaction engine by which a user and an agent interact with each other, said interaction engine using any of a plurality of available channels as a mode of interaction;
• wherein said interaction engine is configured for categorizing said user into a converted user or a non-converted user;
• wherein a converted user is a user with whom the agent has been able to complete a transaction;
• and
• wherein a non-converted user is a user with whom the agent was unable to complete the transaction.

A method for identifying a user as a near-converted user, comprising:

• an analysis engine receiving one or more transcripts of user and agent interactions from an interaction engine;
• said analysis engine checking if a user corresponding to the transcript has been converted by checking information present in the disposition of an agent responsible for the user interaction;
• wherein if the user has not been converted, the analysis engine analyzes the transcripts and identifies topics present in the transcript;
• wherein based on the topics present in the transcript, the analysis engine scores the transcript;
• wherein the analysis engine checks if the score is above a predetermined threshold;
• wherein if the score is above a threshold, the analysis engine classifies the user corresponding to the transcript as a near converted user.