What is customer experience “observability” exactly? According to solutions provider Operata, which offers a CX Observability platform for cloud contact centers, it is a technology that uncovers insights and provides guidance for improving the customer experience by drawing correlations across historically siloed technical, operations and experience data and resources. Using Operata’s solution, contact centers can act on AI-powered featured insights and use GPT-style conversational language to query the data to gain a deeper understanding of the factors impacting the agent experience and the customer experience.
Recently, Operata announced the general availability of its Harmony release, which introduces Tenor AI, a new suite of CX Observability tools for users to gain insights from and take actions on correlated technical, operations and experience data spanning their cloud contact center environment. Tenor AI is fueled by Operata’s fast-growing trove of data, built on more than 270 million customer interactions, 650 million agent minutes, and one trillion data points, said the company.
Tenor AI includes an AI Featured Insights component to highlight areas of improvement to make the most gains to key customer experience metrics, real-time intelligent guidance to improve technology and operational performance for every agent with an enhanced AX Copilot, and a natural language CX Copilot to interact with CX Observability data and surface unique data correlations.
Examples of the types of insight the solution can uncover include, “Agents using built-in mics transfer 200 percent more calls than those using headsets”; “Call transcription accuracy drops 4X when voice quality dips below 3.5 MOS”; or "Mid-call abandonment by customers jumps 3x when calls experience high agent CPU and poor customer sentiment.”
Users of the solution can gain proactive insights and recommendations surfaced by the platform and presented in a new real-time feed, and available via the Operata API to trigger alerts and workflows in integrated systems, and data visualization with trends and summaries in interactive curated playbooks containing configurable dashboards that facilitate drilling into data spanning technical, operations and experience domains.
“With the increasing complexity of cloud contact centers and their growing volumes of data, businesses are struggling to separate key signals from all the noise when monitoring their end-to-end customer experience,” said John Mitchem, Operata co-founder and CTO. “In our ‘Harmony’ release we’re introducing Tenor AI as a ubiquitous layer of intelligence that opens up conversational data exploration, serves insights directly into the user’s workflow, and points them to areas that need attention the most.”
Edited by
Alex Passett
