In Australia, conversational AI platform Cognigy has launched an analytics suite called Cognigy Insights, to help enterprises make sense of their conversational data and act on the findings.
The Cognigy.AI platform offers voice and chatbots to help businesses improve service quality, reduce operational costs, and support teams across the enterprise. The firm's artificial intelligence understands user intent and enables dialogs in more than 100 languages, then automates business processes through integrations into backend systems.
The new Cognigy Insights analytics suite allows users to track and measure each step in a conversation, and organisations can use the suite's 'Step Explorer' feature to better understand the customer experience. Co-developed with clients, the suite provides an instant, real-time overview and customisable dashboard to track KPIs. Users can drill down into aggregated conversations to understand how to improve processes for better overall conversion.
Sebastian Glock (pictured), the firm's Senior Technology Evangelist, says the suite provides 'invaluable insights for customer services businesses as they enable deeper analysis and understanding of virtual agent led conversations and the entire contact centre customer experience'. He adds: 'Ultimately, this helps to streamline contact center operations for greater effectiveness, leading to a higher degree of automation and an increased ROI'.
The firm, which also has offices in Europe, North America, Korea and Japan, and recently raised $44m in a Series B round of funding, is online at www.cognigy.com .
All articles 2006-21 written and edited by Mel Crowther and/or Nick Thomas unless otherwise stated.