Get hands on with conversation data, to truly understand why customers are engaging with your bot, and help them get the answers they came for.
Go beyond intent analysis and track the main reasons your customers are engaging with your bot. Monitor performance KPIs according to contact reasons.
Use insights to inform, then click through to actual messages, to learn how customers are engaging with your bot. No SQL, no chat logs, and no specialized data resources.
Engagement doesn’t start and end with the bot. Capture the full conversation from bot to live agent in a coherent analytics portal, so you can understand the end-to-end customer experience.
Like an audit for your intents, Conversation Topics shows you what your customers wanted to talk about, giving a consistent view of conversation data across all platforms and channels for easy analysis and understanding.
Get hands-on with actual conversations, and accelerate your ability to extract meaning from automated experiences.
See the impact of your efforts, by comparing performance before and after changes.
The Wysdom Operations Center provided game-changing visibility into virtual agent performance, making it easy to find automation opportunities, and expand self-serve transactions related to policy updates and paying premiums.
With the Wysdom Operations Center, this retailer was able to zero in on a high-volume intent that needed help, ending up in better automation and customer experience, and adding up to significant cost savings.