Insights and Analytics
Insights & Analytics enables you to make data-driven decisions on how to improve your IVA performance through getting a comprehensive view of both voice and digital channels.
- Understand IVA overview metics
- Monitor conversations to improve CX
- Review business performance metrics
Insights and Analytics
Key Features
- Keep up with your customer: Identify popular intents to stay ahead of customer needs.
- Go with the flow: Understand the conversation journey through entry, flow and exit behaviors.
- Get it done: Track task execution behavior of your IVA.
- Learn from your mistakes: Gain insights into failed tasks with utterances leading to failure to improve training
- Get feedback: Collect feedback through survey results from customer responses.
- Stop the cycle: Learn about unique and returning customers to the IVA to anticipate needs.
- Take a pulse: Gauge how your customers feel about your service through CSAT surveys.
- See what’s trendy: Identify popular requests to streamline important customer inquiries.
- Contain costs: Understand cost savings through automation by substituting human agents with IVAs through containment insights.
