Take advantage of 100% transparency into the operational performance of your virtual agent and leverage the big data generated by DiaManT® for continuous improvement.
Know your business
The DRTviewer® is a web-based tool that provides real-time transparency to all customer interactions 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.
Omilia offers a web-based automated reporting module that presents statistical data regarding the use of the application, making it easy to analyze user interactions and measure KPI’s. omReports® present key metrics of the system’s performance in an analytical way — making it possible to identify areas for increased automation.
Visualize the big data generated by DiaManT® to analyze customer conversations with the virtual agent as well as with live agents. omAnalytics® provides 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
Real-time transparency to all customer interactions with DiaManT® for quality monitoring and identification of possible areas of improvement.
Business users can view the full details of an interaction:
What the user said or typed
What was transcribed
(for interactions with deepASR®)
What the system understood
What action was taken
General interaction Info
View key metrics and statistical data of the system’s performance, making it easy to analyze user interactions and identify areas for increased automation.
View interaction summaries for each channel
Reports issued on a Daily, Weekly, and Monthly basis
Identify areas for increased automation
Apply extra search criteria to narrow down results and analysis
What are your customers actually saying?
Visualize all the big data generated from customer interactions with DiaManT® for business discovery of what customers are actually saying, with detailed Topic and Sentiment Analysis on natural language feedback.
Deep analysis of customer conversations with DiaManT® 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.