Wysdom

Calabrio Bot Analytics is a platform for contact centers that need to measure and improve the performance of their chatbots and voicebots. It collects data from automated conversations and presents it alongside live agent metrics, giving teams a single view of their customer service operations.

• Unified conversation analytics: Funnels data from chatbots, voicebots, and live agents into one dashboard. Filter by channel, platform, or brand to see overall performance or drill into specifics.
• Cornerstone KPIs: Tracks three core metrics: Bot Automation (how often the bot solves the customer's problem), Bot Experience (customer sentiment after interactions), and Cost Per Automated Chat (actual savings per automated conversation).
• Key topic analysis: Automatically organizes thousands of conversations into the top 100 topics. Lets you view and filter conversations as they escalate from bot to agent, and access full transcripts to fix content gaps.
• Virtual agent platform quality analytics: Identifies configuration issues such as messages that don't trigger a response, measures training data effectiveness, and compares quality across languages and channels.
• Seamless integration: Works with bot development platforms including Google Dialogflow, Kore.ai, Microsoft PowerVA, Salesforce Einstein, Amazon Lex, and IBM Watson.