Cognigy, a global leader in omnichannel Customer and Employee Service Automation with its Conversational AI platform Cognigy.AI, today announced the launch of Cognigy Insights, a powerful analytics suite integrated with the Cognigy.AI platform to help enterprises make sense of their conversational data, and give them the means to act upon insights, all within one best-in-class suite.
Every day, virtual assistants create millions of data points. However, getting value from all this data remains a challenge for enterprise customer service. Cognigy Insights enables enterprises to access and analyze conversational data easily to gain actionable insights for optimizing workflows and processes in their customer and employee services. Fully integrated in the Cognigy.AI platform’s backend and equipped with assisted machine learning capabilities, the new analytics suite allows users to track and measure each step in a conversation and pinpoint exact pain points leveraging its unique Step Explorer feature to better understand the customer experience beyond the limited capabilities of intent-driven analytics.
Powerful analytics for better CX and conversion
Co-developed with customers using the Cognigy.AI low-code platform, Cognigy Insights is an accessible and easy-to-use tool that delivers best-in-class monitoring and reporting as well as the ability to analyze and understand complex conversational data, which gives enterprises the means to act upon insights within one powerful Conversational AI platform. For easy KPI tracking, Cognigy Insights provides users with an instant, real-time overview in a customizable dashboard.
Users can also drill down into aggregated conversations for actionable insights on how to improve processes for better overall conversion. This allows for privacy-aware and fully GDPR-compliant access to conversational data for in-depth analysis. Beyond interactions between end users and virtual agents, Cognigy Insights can extract data from human-to-human interactions. That not only enables businesses to analyze and deeply understand the conversation with the virtual agent, but the entire contact center process, even if a conversation is handed over to a human agent. This helps streamlining contact center operations for greater effectiveness, leading to a higher degree of automation and an increased ROI.
“Better Conversational AI analytics is one of the key demands to improve customer communication as enterprises optimize their customer journey,” says Sebastian Glock, Senior Technology Evangelist, Cognigy. “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.”
Availability of Cognigy Insights
Cognigy Insights is seamlessly integrated into existing Cognigy.AI installations running on the Cognigy SaaS cloud and is available for installations running in on-premise environments through the newest update to the powerful low-code platform. This comes at no additional costs for customers.