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News : Calabrio Introduces AI-Driven Bot Analytics to Enhance Quality Management

#contactcenterworld, @Calabrio

Minneapolis, MN, USA, Apr 17, 2024 - Calabrio, a workforce performance company, announced its new suite of Bot Analytics tools for Quality Management (QM). Bot Analytics gives contact centers 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; organizing 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 unrealized.

"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 center 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."

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 optimize 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."

#contactcenterworld, @Calabrio

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.businesswire.com


About Calabrio:
Company LogoThe digital foundation of a customer-centric contact center, the Calabrio ONE suite helps enrich and understand human interactions, empowering your contact center as a brand guardian. We maximize agent performance, exceed customer expectations, and boost workforce efficiency using connected data, AI-fueled analytics, automated workforce management and personalized coaching. Only Calabrio ONE unites WFO, agent engagement and business intelligence solutions into a true-cloud, fully integrated suite that adapts to your business.
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Today's Tip of the Day - Social Activities Help Motivate

Read today's tip or listen to it on podcast.

Published: Thursday, April 18, 2024

Printer Friendly Version Printer friendly version

2024 Buyers Guide Employee Engagement Solutions

 
1.) 
ContactCenterWorld

TopPlace2Work.com
Typical Problem!

In-house surveys can be time consuming, cumbersome at best and many staff often don't provide valid feedback as they fear ‘being too honest' with their employer for fear of retribution.

Even some 3rd party ‘managed' surveys can be challenging, costly and then there is no benchmark or significant value other than ‘managed by a 3rd party' approach, which leads to the problem of validity of data, security and integrity plus costs and time required by you.

The Solution!

TopPlace2Work is an easy to use program that allows you to gather valuable data on employee morale and engagement.

2.) 
Motivarnos

Motivarnos.com
Motivarnos helps your efforts in managing a constant recognition system that includes trivias, badges and competition elements that drives performance appraisal while agents have an encouraging environment.
 

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