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Calabrio Offers a New Solution to Quality Monitor and Analyze Chatbots

By Tracey E. Schelmetic April 23, 2024

While many companies today are using artificial intelligence (AI) supported bots to monitor workflow and human employees, it’s worth asking the question:

Who is monitoring the bot’s performance?

While chatbots can go a long way toward automating more of the customer experience, an improperly monitored bot can cancel out any potential benefits and turn into wasted capital outlay.

Ideally, a chatbot should be backed up by a robust quality monitoring solution process and proper analytics tools to ensure that the bot is reducing call volume and raising the quality of the customer experience.

Workforce performance solutions provider Calabrio recently announced a new suite of Bot Analytics tools for Quality Management (QM). Bot Analytics gives contact centers more performance data and insights to streamline and enhance the user experience. Calabrio’s Bot Analytics was designed to monitor and improve the performance and quality of chatbots and voicebots; organizing all transcript conversations into topics, simplifying the review process, and making it easier to address issues efficiently.

Calabrio Bot Analytics provides a detailed view of conversations from bot to live agent, allowing them to troubleshoot and address the gap between what is and is not meeting customer expectations. Bot Analytics software supports chatbot teams in a variety of roles — digital product owners, chatbot operators, conversation designers or digital analysts. The solution offers analysis of virtual agent (VA) conversations with useful and actionable intelligence; insights on chatbot responsiveness, resolution and customer experience scoring; rapid responses for setting up intent with AI-powered topic segmentation for easy analysis; evaluation of Natural Language Understanding (NLU) model performance; and platform configuration and bot feedback to track conversation difficulty.

“Most of us have had a frustrating experience with a chatbot,” said Joel Martins, CTO and interim CEO of Calabrio. “Now imagine you are trained to help customers and the very tool — a bot — being used to help improve a user’s experience results in frustration for customers and the call center agents trying to help. Our Bot Analytics changes the game, works with any virtual agent, and improves interactions, cost savings and customer and agent experiences.”

Edited by Alex Passett
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