Conversational analytics software that empowers chatbot teams – from digital product owners, to chatbot operators, conversation designers, and digital analysts – to monitor and improve the performance and quality of their AI bots.
Monitor the technical metrics and translate the outcomes into business KPIs, and better communicate the impact of conversational AI for your business.
Capture and organize conversational data from all voice bots, text bots, and live agents into one location, for an end-to-end view conversational performance.
Get direct access to every message – including transcripts and meta-data – from chatbots, voicebots, and live agent conversations, giving you everything you need to dig in and fix performance issues.
Make smart decisions with unprecedented visibility into conversation performance and bot responsiveness.
See every conversation from your bot to the live agent, to make sure your customers are getting the answers – and the experience – they came for.
Get fast answers into intent configuration, NLU model performance, and bot responses, to quickly zero in on what’s working – and what needs to be improved.
Conversational bot analytics software that works well with bot development platforms including Google Dialogflow, Kore.ai, Microsoft PowerVA, Salesforce Einstein, Amazon Lex, IBM Watson, and dozens of others. It also connects with CCAS platforms such as Genesys, Five9, Avaya, and others.
Measured globally or for each conversation topic, these metrics tell you how well your chatbots are meeting business goals.
Did the bot solve the customer’s problem? More than containment, Operations Center will help you uncover whether the bot was effective in getting the customer the information they came for.
How did the customer feel when engaging with the bot? AI modeling in Operations Center analyzes signals found within the conversation to give you a more accurate understanding of the customer experience.
The promise of a chatbot is cost savings, so we give you clarity on how much you’re paying across all your conversations.
With over 200 metrics unique to the performance of conversational bots, get all the information you need to improve the quality and performance of your conversational bot.
Data refresh every 24 hours.
Works with intent-based and gen-AI based bots.
AI-based false positives model.
AI-based topic model processes the context of every conversation.
Direct connections to data warehouse available.
Removes all Personal Identifiable Information (PII).
Number of conversations analyzed last year
Average quarterly increase in Bot automation score
Average quarterly increase in Bot experience score
Average quarterly cost savings per conversation
My bot is underperforming, I need to swap out the platform!
Getting access to the data is too complicated and takes too long!
What improvements do I tackle first?
Where is my bot struggling?
Are the changes I’m making having an impact?
Is our chatbot saving us money?