Advanced Analytics Tools Dramatically
Improve Customer Satisfaction
Omilia Conversational Insights’ Dashboards and Monitoring/Insights
Tool Provide Detailed Call Center Analytics to Fine-Tune Your Omilia Applications
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Analyze and Refine Omilia Cloud Platform Application Performance in Real-Time
Omilia Conversational Voice, Conversational Chat, and Authentication & Anti-fraud’s behavior has a significant impact on your customer contact center’s performance. These applications interact with your customers daily and require monitoring and refining to ensure they’re helping meet your business and customer support goals.
Your application creators and administrators need a detailed analysis of each user’s interaction using powerful, user-friendly customer service analytics tools.
Introducing Omilia Conversational Insights. Advanced analytics for OCP applications.
Your application creators and administrators need a detailed analysis of each user’s interaction using powerful, user-friendly customer service analytics tools.
Introducing Omilia Conversational Insights. Advanced analytics for OCP applications.
Dashboards
Conversational Insights’ rich, graphical dashboards help you identify
how your applications perform and highlight improvement areas.
how your applications perform and highlight improvement areas.
Task Reports
Allows CX analysts to identify possible areas of improvement on any step of the conversation with the IVA.
Self Service
Determine if key conversation milestones are successfully engaging customers and delivering answers.
Dialog
Track when an application has met its key goal of totally fulfilling a user’s request, and not requiring handoff to a human agent.
Session
Aggregate and segment session statistics across OCP applications to better understand OCP traffic generated by your customers.
Intent
Analyze user utterances on a daily basis, showing which Intents are more frequent, trending, and what utterances trigger them most.
Customer Metrics
Dashboard that shows basic metrics on dialogs, using custom-defined attributes.
Monitoring Tool
This gateway provides a fully transparent
view of the human-system dialogs within
Omilia Cloud Platform, review them in real-time, and tune
system performance.
Review Conversations
Review conversations from the Welcome Prompt to the end with full transparency.
Search Conversations
Search IVA, Chat, Mobile Apps, Facebook Messenger, and Viber, and inbound/outbound conversations.
Listen to Audio
Listen to a caller’s audio step by step and review the ASR transcription.
Review Chat
Review each caller’s chat transcripts alongside the system’s interpretation.
Review Intent
Review the Intent that the ML-NLU assigned to the user’s input step by step.
Track Sessions
Use various search criteria and filters to track and analyze specific sessions.
Tag Dialogs
Label/tag specific dialogs/dialog steps with predefined and custom searchable tags.
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Metrics API
Determine if applications are performing normally based on the latest aggregated information.
Export API
Access raw Call Detail Records and integrate them into your data pipelines to create your visualizations.
Custom Reports
Omilia-developed reports are provided to customers through Omilia.
Learn How Omilia Conversational Insights Can Dramatically Improve Customer Satisfaction