Business Insights
Take advantage of 100% transparency into the operational performance of your virtual agent and leverage the big data generated by DiaManT® for continuous improvement.
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Know Your Business
Omilia’s Conversational AI platform comes with DRTviewer®, a web-based tool that provides real-time transparency to all interactions between the customer and the Virtual Agent on DiaManT®, regardless of channel. Via the DRTviewer® tool, business users can monitor live sessions in real-time as well as search through historical dialogs.
Visualize the big data generated by DiaManT® to analyze customer conversations with the virtual agent as well as with live agents. omAnalytics® provides call quality monitoring and real-time business discovery on what customers are actually saying, with detailed Topic and Sentiment Analysis on natural language feedback from consumers.
Real-time Conversational Insights & Contact Center Analytics
DRTviewer®
View call analytics, key metrics and statistical data of the system’s performance, making it easy to analyze user interactions and identify areas for increased automation..
DRTviewer® Features
Business users can view the full details of an interaction
What the user said or typed
What was transcribed by the Virtual Assistant
(for interactions with deepASR®)
What the system understood
What action was taken
General interaction Info
omAnalytics®
Visualize all the big data generated from customer interactions with DiaManT® for the business discovery of what customers are actually saying to the bot, with detailed Topic and Sentiment Analysis on natural language feedback.
omAnalytics® Features
Deep analysis of customer conversations with the Virtual Assistant and live Agents to provide insight into “what” customers are saying. View a conceptual mapping of concepts and words that customers are saying. By drilling down on each topic you can even click a link to hear what the customer said.
Discovery of frequent terms, phrases, and concepts
Search conversations for specific Products and Actions
Swiftly identify and take action on the root cause of issues
Find any combination of metadata, words and phrases
Customer Sentiment Analysis
DiaManT® Sentiment Analysis combines both the acoustic characteristics of a customer’s voice and what they say in natural language to determine positive, negative or neutral sentiment. Measurable customer sentiment scores to discover and improve brand reputation and gain insight into customer attitudes on services, products, campaigns, etc. Allows measurements across various cross sections of calls, agent groups, time frames.
ARRANGE A DEMONSTRATION
Our proven Omni-Channel technology is aimed at:
Large Corporations (200+ agents / 4+ million calls per year), Integrators & Contact Center Service Providers.
If you represent a relevant business and would like to arrange a demonstration of our technology and learn how it can transform your customer care, fill out our form and we will get in contact with you to get the ball rolling.