New analytics suite allows users to track and measure each step of conversation
Cognigy, a global leader in omnichannel Customer and Employee Service Automation, announced the launch of Cognigy Insights, a powerful analytics suite integrated with the Cognigy.AI platform. The new launch helps enterprises understand their conversational data and gives them the means to act upon insights, all within one suite.
Virtual assistants create millions of data points every day. Getting value from all this data remains a challenge for enterprise customer service. Cognigy Insights allows enterprises to access and analyse conversational data easily and leverage them for optimizing workflows and processes in their customer and employee services. The new analytics suite allows users to track and measure each step of conversation and pinpoint exact pain points by using its unique Step Explorer feature to better understand the customer experience beyond the limited capabilities of intent-driven analytics.
Cognigy Insights was co-developed with customers using the Cognigy.AI low-code platform and represents an accessible and easy-to-use tool that delivers best-in-class monitoring and reporting as well as the ability to analyse and understand complex conversational data. Cognigy Insights provides users with an instant, real-time overview in a customisable dashboard for easy KPI tracking.
The suite enables users to drill down into aggregated conversations for actionable insights on how to improve processes for better overall conversion. The access to conversational data is fully GDPR-compliant.
Cognigy Insights can extract data from human-to-human interactions which helps businesses analyse and make sense of the conversation with the virtual agent and the entire contact centre processes, even if a conversation is handed over to a human agent. This helps to streamline contact centre operations for greater effectiveness, leading to a higher level of automation and an increased ROI.
Sebastian Glock, Senior Technology Evangelist, Cognigy, said:
“Better Conversational AI analytics is one of the key demands to improve customer communication as enterprises optimize their customer journey. Cognigy Insights helps customers make sense of their conversational data and give them the means to act upon insights, all within one best-in-class suite.”