Clarabridge, the leading provider of Customer Experience Management (CEM) solutions for the world’s top brands, announced a series of enhancements to its analytics and engagement platform. By enhancing an organization’s ability to analyze millions of interactions, Clarabridge surfaces the actionable insights needed to make decisions in the midst of unprecedented challenges.
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“The features included in our summer product release help organizations understand the patterns that emerge across these channels and create a consistent experience when consumers reach out with concerns.”
In an ever-changing world, circumstances can evolve in an instant, and it’s not enough for companies to remain in a constant cycle of reactiveness. The new features included in Clarabridge’s 2020 summer product release empower companies to proactively address changing market dynamics, sustain brand reputation and loyalty, adjust to an accelerating digital shift, and ultimately remain competitive.
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Clarabridge Intelligent Scoring is a patent-pending automation solution that leverages the power of Clarabridge’s Natural Language Understanding (NLU) engine to automatically evaluate interactions throughout the contact center, a historically underleveraged hub for customer experience data. Intelligent Scoring taps into the power of the Clarabridge NLU engine to automatically score any type of customer interaction including calls, chats, messaging and emails in a way that is objective, transparent, and consistent.
Users can define their own weighted evaluation criteria in a simple, easy-to-use form within the Clarabridge Analytics platform and assess agents based on both hard skills such as script adherence and keywords and soft skills such as empathy and professionalism. By scoring interactions automatically, businesses can efficiently identify issues across large volumes of inquiries, determine the best order in which to address them, and confidently act on objective information that is relatively free of human bias.
Intelligent Scoring has monumental implications for contact centers because it can drastically reduce operational costs. The feature eliminates the need to manually perform quality assurance, freeing up agents’ time so they can focus on other tasks and increasing overall efficiency. It also provides a better alternative to replace post-call surveys by eliminating the need to spend money on expensive survey programs and analyzing 100 percent of interactions, thereby identifying comprehensive insights that no longer depend on survey response rates. Another benefit of analyzing every customer interaction is that companies can confidently detect compliance violations and address potential infractions to avoid expensive fines.
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