How do you analyse conversation with your customers?

Hi makers, I have a few questions for those companies that get a large number of customer requests through various channels - phone, video calls, chats, instant messengers on social networks. And also for those who have active sales through phone and video calls. 1. Do you record your client calls? 2. If so, do you analyze calls? Not their quantity, but the context of conversation? What is the purpuse to do it: team coaching/customer experience improvement? Do you use any special tools to transcribe these recordings, or are you just listening to the audio tracks? 3. How do you work with customer requests? Do you analyze the context of calls in general for all customers (for example, to find out the most critical pain point of the product/goods)? I will be appreciate for your help or advice