Customer service leaders are constantly looking for ways to improve efficiency, reduce ticket volumes, and enhance customer satisfaction.
While traditional bot metrics like the number of users, sessions, deflection rates, and bot downtime provide some insight, they often fall short of addressing deeper questions about bot performance and customer experience.
The need for enhanced bot insights
Customer service leaders need more comprehensive data to understand and optimize bot interactions. They require answers to critical questions such as:
- Does the bot accurately understand the topics end-users are discussing?
- How effectively is the bot resolving user queries?
- How satisfied or frustrated are users after interacting with the bot?
- Where are the opportunities to improve the bot’s resolution capabilities?
- How can human agent interactions inform and improve the bot’s performance?
And for these answers, it is critical to go beyond basic metrics and delve into advanced insights that assess and report on the bot’s performance in real-time.
Introducing Yellow.ai Analyze: Revolutionizing bot performance with advanced insights
Yellow.ai Analyze is designed to take your bot’s capabilities to the next level by continuously driving higher automation through in-depth conversation analysis.
Powered by our in-house LLM model, Yellow.ai Analyze provides the tools you need to track detailed metrics, understand user sentiment, and learn from human-agent conversations, all with the goal of creating a smarter, more effective bot.
Key features of Yellow.ai Analyze
Self learning loopback for knowledge base improvement
When unresolved bot conversations are escalated to human agents, the LLM model steps in to analyze the resolution provided by the agent. It then generates knowledge base articles from these interactions. Once approved by a human agent, these auto-generated articles enrich the company’s knowledge base and train the bot for future similar interactions, creating a continuous loop of improvement.
Get strategic insights with topic clustering
Gain a comprehensive view of your bot conversations with AI-generated topic clusters. Analyze topic-specific insights including customer sentiments, potential knowledge base article improvements, and conversation share—all within a single, easy-to-navigate interface.
Analyze conversations for improved support
Our LLM model evaluates each bot conversation, generates insights on multiple parameters like:
- Topic
- Topic Description
- User query summary
- Resolution summary
- Resolution status
- Containment rate
- Conversation share
Additionally, it assesses conversations to improve quality of resolution and customer satisfaction, and provides insights to find opportunities for driving higher automation.
Achieve higher user satisfaction with sentiment analysis
Understand the emotional impact of your bot interactions with detailed sentiment analysis. Conversations are tagged as positive, negative, or neutral, offering a clear picture of resolution quality. User sentiment tags are also available for topic clusters, providing even deeper insights.
Why choose Yellow.ai Analyze?
Incorporating Yellow.ai Analyze into your customer service strategy can lead to significant business benefits:
30% Reduction in support tickets: By enhancing your bot’s ability to resolve queries, you can significantly decrease the number of tickets escalated to human agents.
10% Higher containment rate: Drive a higher rate of conversations resolved entirely by the bot, reducing the load on your customer service team.
Conclusion
Yellow.ai Analyze is more than just a tool—it’s a transformative solution that empowers your bots to learn, adapt, and excel. By leveraging advanced insights and self-learning capabilities, your organization can not only meet but exceed customer expectations, all while reducing costs and improving efficiency.
Embrace the future of customer support with Yellow.ai Analyze and unlock the full potential of your bot’s automation capabilities.
