This document summarizes a presentation about using conversation analysis to gain consumer insights. Key points include: - Traditional research is structured and directed, while conversation analysis allows unstructured and unsolicited feedback in real-time. - Analysis of conversations about nursing homes found negative comments driven by a few individuals about abuse and investigations. - Discussions of assisted living facilities also focused on negative family experiences. - Conversation topics for senior care included quality of care, facilities, careers, and customer inquiries.