Operations Center: Chatbot analytics and intelligence
- Full conversation analysis from entry to exit: Get holistic data from the customer journey from chatbot to voice bot to live agent.
- Automated transcript search: Dig into transcripts on any channel, and hone in on the details using search filters like date, channel, language, topic, and more.
- Performance metrics by contact reason: Measure customer satisfaction, bot automation, and even call handle time according to topic-based contact reasons, to quickly identify performance improvements for both bot and live agent.
- Missing intent recommendations: Receive suggestions for new intents that have been discovered by an external natural language processing (NLP) model.
- Impact analysis tools: Measure the effectiveness of bot product upgrades by measuring and comparing bot experience and bot automation according to topic or other metrics over a period of time.
- Industry-standard bot performance metrics: Compare bot performance with industry peers using the Bot Experience and Bot Automation Scores, to identify areas for improvement.
- Financial performance metrics: Track cost savings or revenue gains achieved from bot performance improvements.
Dialogflow: Reporting tools to see and understand chat journeys
- Usage metrics: Track # of sessions & interactions, average duration, and % of interactions with not-OK status.
- Path: See frequencies found in paths within a flow, aggregated at a session level; along with average duration and exit points.
- Understanding: See aggregate metrics on unhandled messages, sessions, interactions and exit % at the intent and flow level.
- Sentiment analysis: Evaluate customer intent as positive or negative, and identify opportunities for flow adjustments.
Click the link to download this PDF and see how the Wysdom Operations Center and Dialogflow are better together.
