Supercharge Business Operations with Generative AI Powered Predictive Analytics

Generative AI-powered analytics can significantly enhance conversational insights by providing a deeper and more meaningful understanding of each interaction. It monitors each conversation and acts on gathered insights that matter most to your overall CX. This includes but is not limited to customer feedback, customer satisfaction score (CSAT), user acquisition details, IVA (intelligent virtual assistants) performance, detailed intent- entities, session insights, languages usage, and live chat insights. It further allows you to evaluate and critically look at the ones that need special attention or have the greater potential to drive change in your overall CX and EX.

The 100% call audit gives better visibility of every customer call. Engagely analytics transcribes each call to help identify the underlying reasons for customer dissatisfaction and agents’ behavior or attributes during the call. Generative AI generates transcriptions and data extraction that makes it easier to analyze and review conversations critically to make future engagements better. The keywords can be found within the transcripts along with their frequency and occurrence over time. It also helps you accurately identify the intents and sentiments of the customer to drive an empathetic customer experience and report a flag if and when required.

The insights help in gaining a holistic picture of your team’s performance that leads to more strategic initiatives while a knowledge base, quick training, and deeper product and service knowledge powered by Generative AI help agents perform better. The scoreboard includes insights on process adherence, compliance, quality assurance, and customer satisfaction scorecard basis call hold, supervisor escalations, sense of urgency, and more. The reporting and custom dashboarding along with supervisory control further lets supervisors keep track of agent development and progress and thereby quickly identify critical areas for coaching.

Backed by Generative AI the analytics cloud analyzes historical data to identify patterns and trends, enabling businesses to make predictions about future outcomes. For example, it can forecast sales trends, customer behavior, or market demand. This is a very powerful feature that lets you have an aerial view of your overall business insights to help you know exactly what’s happening in your business. Engagely AI engine analyzes millions of customer conversations in real-time.