Optimize the Performance of Virtual Assistants

Conversation Insights

Enhance the IVA Training

by uncovering false positives and negatives

Efficiently identify training issues from millions of utterances using the interactive visual map. It organizes utterances based on semantic meaning and maps to intents. Quickly review false positives, false negatives, and true negatives to either train existing or create new intents. Add follow-up actions easily to train dialogs and FAQ intents.

Conversations Dashboard

Make data-driven decisions

by analyzing usage and containment metrics

Conversations Dashboard presents sessions, containment, and engagement trends, with the breakup of self-service, drop-off, and agent sessions. Further, you can see session distribution by channel, most active hours, conversation path and engagement analysis, and data on conversation and message trends.

This dashboard provides invaluable insights into how your customer interacts with the virtual assistant.

Users Dashboard

Assess user behavior

by tracking the user interaction data

The Users Dashboard displays the count of users interacting with the virtual assistants. You will see a breakup of new and returning users that helps you assess user trends and retention status.

The user data is invaluable as you can identify the user trends, active and inactive users, new and returning users over a specific period and more.

Performance Dashboard

Deliver extraordinary experiences

by monitoring the IVA performance and executing changes

Performance Dashboard provides insights about virtual assistants’ performance, focusing on intent identification rate, goal completion rate, API and script execution rate.

It will help the VA designer to take necessary measures to enhance the assistant’s performance further.

Custom Dashboards

Track Custom Metrics

to monitor business KPIs

Custom dashboards help you track business-specific custom key metrics and are now easy to construct. The latest version offers a no-code UI that assists business users in developing widgets and measuring KPIs. The latest handy filters let you drill down the data to a specific message, user, or session tag. For example, track business metrics for every store or region separately.

NLP Insights

Gain in-depth insights

into the NLP and optimize the training

Learn how virtual assistants respond to end user queries. Get greater visibility into the performance – see the intents identified, intents not unidentified, unhandled utterances and failed tasks. Mark critical items and view them in the Pinned tab.

Further, you can view all the scripts and API services across the VA tasks from a single window. Review and enhance the performance by taking corrective actions.

Conversations History

Analyze every interaction

by tracking the summary and chat history

The conversations history dashboard offers a consolidated view of all the virtual assistant conversations, a detailed flow summary and critical events, including intent identification, completed and failed tasks, flow errors and more.

You can further view the conversation flows and transcript. The analysis helps you to understand better what, why and how end users are interacting with your virtual assistant.

Conversation Flows

Trace user journey

with an interactive visual representation

Map popular user paths and exit points with the Kore.ai XO platform’s powerful session flow visualization tool. It gives you a comprehensive view of messages and tasks at a specific point in a conversation. You can even drill down to a particular user to view complete chat transcripts and debug context.

It provides the following flows –

• Intent flow – Understand how virtual assistant’s intents are identified and executed
• Session flow – View user journeys across the different intents during execution