Today, Calabrio, the workforce performance company, announced its new suite of Bot Analytics tools for Quality Management (QM). Bot Analytics gives contact centers more performance data and insights to streamline and enhance the user experience.
Calabrio’s Bot Analytics helps monitor and improve the performance and quality of chatbots and voicebots; organizing all transcript conversations into topics, simplifying the review process, and making it easier to address issues efficiently.
Without a structured QM process and proper analytics tools in place, call volume can remain unchanged, customer satisfaction and adoption rates remain low, and savings are unrealized.
“Most of us have had a frustrating experience with a chatbot,” said Joel Martins, CTO and Interim CEO, Calabrio. “Now imagine you are trained to help customers and the very tool—a bot—being used to help improve a user’s experience results in frustration for customers and the call center agents trying to help. Our Bot Analytics changes the game, works with any virtual agent, and improves interactions, cost savings and customer and agent experiences.”
Capabilities of Calabrio Bot Analytics Tool
Calabrio Bot Analytics provides a detailed view of conversations from bot to live agent, allowing them to troubleshoot and address the gap between what is and is not meeting customer expectations. Bot Analytics software supports chatbot teams in a variety of roles—digital product owners, chatbot operators, conversation designers or digital analysts— offering:
- Analysis of virtual agent (VA) conversations with useful and actionable intelligence across all VA conversations.
- Insights on chatbot responsiveness, resolution and customer experience scoring.
- Rapid responses for setting up intent with AI-powered topic segmentation for easy analysis.
- Evaluation of Natural Language Understanding (NLU) model performance.
- Platform configuration and bot feedback to track conversation difficulty.
Bot Analytics Results at Work
“Our agents handle a variety of live calls. When we learned they were handling a significant amount of ‘track my truck’ requests for delivery, we knew we needed a platform that could help us optimize our chatbots and enable our customers with self-service options,” said Amber Prause, Digital Product Owner at Gordon Food Service. “By expanding our bot management program and adopting Bot Analytics, we’ve freed up hundreds of hours of productivity on this kind of request alone! Now our agents can focus on more complex calls and customers get a streamlined experience with instant access to what they need.”
The launch of Bot Analytics reflects Calabrio’s commitment to continual investment in innovative AI features and analytics and follows the recent acquisition of Wysdom, the leading expert in AI and virtual agent performance solutions.
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