Cognigy, a global enterprise software provider for Conversational AI automation, today announced the launch of Cognigy Insights, a powerful analytics suite integrated with its Cognigy.AI platform to help enterprises analyse and act upon their conversational data, within one best-in-class suite.
Every day, virtual assistants create millions of data points. However, getting value from this data remains a challenge for UK enterprise customer service organisations. Cognigy Insights enables enterprises to easily access and analyse conversational data and gain actionable insights for optimising workflows and processes in their customer and employee services.
Cognigy Insights is fully integrated in the Cognigy.AI platform’s backend and equipped with assisted machine learning capabilities. The new analytics suite’s Step Explorer feature allows users to track and measure each step in a conversation and identify exact pain points 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 analyse and understand complex conversational data. For easy KPI tracking, Cognigy Insights also provides users with an instant, real-time overview in a customisable dashboard.
Users can 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. This not only enables businesses to analyse and deeply understand the conversation with the virtual agent, but the entire contact centre process, even if a conversation is handed over to a human agent. This helps with streamlining contact centre operations, resulting in greater efficiency, a higher degree of automation and an increased ROI.
Sebastian Glock, Senior Technology Evangelist, Cognigy, said: “Better Conversational AI analytics is one of the key demands to improve customer communication as UK organisations increasingly look to optimise the customer journey. The Cognigy.AI suite provides invaluable insights for customer services businesses as they enable deeper analysis and understanding of virtual agent-led conversations and the entire contact centre customer experience. Ultimately, this helps to streamline contact centre operations for greater effectiveness, leading to a higher degree of automation and an increased ROI.”
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.
To learn more about Cognigy Insights, visit Cognigy.com, and watch the on-demand launch webinar at BrightTalk.com to see a full demo.