New AI-Driven Bot Analytics to Enhance Quality Management

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Filed under - Contact Centre News,

Calabrio has announced its new suite of Bot Analytics tools for Quality Management (QM). Bot Analytics gives contact centres 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; organising 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 unrealised.

“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 centre 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 optimise 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.

This blog post has been re-published by kind permission of Calabrio – View the Original Article

For more information about Calabrio - visit the Calabrio Website

About Calabrio

Calabrio Calabrio is a trusted ally to leading brands. The digital foundation of a customer-centric contact centre, the Calabrio ONE workforce performance suite helps enrich and understand human interactions, empowering your contact centre as a brand guardian. We maximise agent performance, exceed customer expectations, and boost workforce efficiency using connected data, AI-fuelled analytics, automated workforce management, and personalised coaching. Only Calabrio ONE unites workforce optimisation (WFO), agent engagement, and business intelligence solutions into a cloud-native, fully integrated suite that adapts to your business.

Find out more about Calabrio

Call Centre Helper is not responsible for the content of these guest blog posts. The opinions expressed in this article are those of the author, and do not necessarily reflect those of Call Centre Helper.

Author: Calabrio

Published On: 17th Apr 2024 - Last modified: 18th Apr 2024
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