Monitor the performance of your agents and chatbots, streamline automated workflows, and refine
your processes with conversation intelligence for better results.
Gather valuable insights from every customer interaction. Uncover customer behaviours, understand their reasons for reaching out, identify trending topics, and much more with conversation analytics.
Discover the time of the day where your visitors are most active and which days bring in the highest customer traffic. Use these insights to implement strategies that boost performance and deliver exceptional service during peak demand periods.
Understand the Interests of Your Customers Identify the most discussed topics and inquiries to uncover customer interests and engagement patterns. Enhance chatbot coverage by adding new question categories, refining existing ones, and adjusting chatbot flows to meet evolving user needs.
Identify the most common channels, like WhatsApp, Web, social media or voice, to tailor strategies and optimise the channels that drive the most interactions with Conversation Analytics.
Skim through live data and make proactive decisions. Track chat traffic, agent availability, response quality, and more. Reward top performers and address areas needing additional support with Conversation Analytics.
Track average visitors’ wait times and the number of open chats over a specific period to gauge your agents' workload. Use this data to balance tasks effectively and boost overall team performance.
Monitor Average Handle Time to identify challenges your agents may face in addressing customer inquiries. Longer conversations can indicate bottlenecks, allowing you to adjust workflows and improve efficiency before issues escalate.
Compare agent performance across key metrics such as resolved requests, unassigned requests, and expired requests. This allows for a clear view of top performers and areas requiring additional support and training.
Explore the intricacies of chatbot analytics, breaking down key metrics and performance indicators to help you optimise and elevate your chatbot's automation and performance.
Gain deeper insights into how your customers interact with your automated chat flows. Analyse each flow node to determine user satisfaction and assess how well they progress through your scenarios. Identify and resolve any bottlenecks to boost engagement and drive higher conversion rates.
Assess whether your chatbot is achieving its purpose of successfully answering queries, providing accurate information, and facilitating transactions. Goal Completion Rate (GCR) helps you evaluate if your content and workflows are driving successful outcomes. A low GCR signals the need to refine and enhance your workflow automation.
Understanding the bot-to-human escalation rate and Containment rate gives you valuable insight into where your chatbot's problem-solving capabilities may be falling short. This data highlights areas where the chatbot may need additional training or fine-tuning to enhance the overall conversation flow and improve user satisfaction.
Discover key metrics including missed chats, wait times, and customer rating scores to optimise your workflow and enhance customer satisfaction.
Beyond quantitative metrics such as containment rate, goal completion rate, and non-response rate, qualitative measures assess your chatbot’s 'human performance,' including its comprehension levels and the help it provides to users. These insights are critical for identifying any stumbling blocks and continuously improving performance.
Track how visitors rate your bot and livechat service over a specific time period, including the number of reviews and the average rating score. This gives you an instant snapshot of customer satisfaction, helping you stay on top of your service quality.
Optimise waiting times by gaining valuable insights into both average and longest wait times, as well as tracking the number of visitors who abandoned the queue or switched to a bot. Extended wait times can significantly impact customer satisfaction, making it essential to monitor and optimize these key metrics.
EnableX Custom Report allows you to design reports using the dimensions
and metrics of your choice.
Conversation analytics refers to the process of analysing and extracting interactions between customers and businesses across various conversational interface. The aim is to understand customer behavior, preferences, and sentiment, enabling organisations to personalise future conversations, improving both customer satisfaction and engagement.
Conversation analytics involves transcribing and analysing thousands of voice calls, chat interactions, social media engagements, and more to uncover patterns and insights that offer a deep understanding of customer behaviour.
The process starts with transcribing customer conversations into a machine-readable format using natural language processing (NLP) algorithms. Once transcribed, machine learning algorithms analyse the data to identify unique patterns and trends associated with each customer. Finally, AI algorithms transform these patterns into actionable insights, empowering businesses to deliver proactive and personalised interactions.
Conversation analytics helps businesses enhance customer experiences by analysing interactions across channels to uncover sentiment, patterns, and feedback. It enables personalisation, faster resolutions, workflow optimization, and data-driven decisions in marketing, sales, and support. By ensuring omnichannel consistency and providing real-time insights, it boosts efficiency, retention, revenue, and competitive advantage.
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