Clarabridge Introduces Intelligent Scoring, Interaction Analytics Features

Clarabridge, the leading provider of Customer Experience Management (CEM) solutions for the world’s top brands, today 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.

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.

“[Clarabridge Intelligent Scoring] has really helped to show the performance of agents performing well and agents with opportunities. It takes out the bias of manually scoring the calls,” said Susan Campbell, Director of Customer Experience at Vera Bradley.

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As digital customer service channels such as live chat, chatbots and private messaging have exploded, Clarabridge also introduced Multichannel Interaction Analytics and Visualization. In this feature, enhanced dialog visualizations and new connectors allow users to easily upload digital interaction data from systems such as Clarabridge Engage, LivePerson, Salesforce and Gladly, enabling users to easily track customer service metrics across both digital and audio channels and create more consistent experiences across support teams.

The speed with which an organization pivots its operations can have a huge impact on the success of its new initiatives. The new Embeddable Widgets feature supports organizational adaptability by making it easy for users to share insights across teams without additional training. The feature promotes the low friction operationalization of insights and enables users to add Clarabridge dashboard widgets directly into other platforms such as the Salesforce and Oracle Service Clouds or Zendesk as well as enterprise collaboration platforms such as SharePoint that a company may already use. This ability means that agents could see their empathy score or average customer satisfaction for conversations in the past 30 days, for example.

“With the global health crisis impacting companies around the world, our clients are relying on digital customer service channels more than ever. While these channels provide customers with more ways to communicate with businesses, they also increase the volume of inquiries that contact centers must handle,” said Clarabridge CEO Mark Bishof. “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.”

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Another salient feature included in Clarabridge’s biggest release yet is Metric Alerting Based on Statistical Significance. Users can now set up alerts that will notify them when the rate at which certain values such as the volume of complaints or average customer sentiment changes in a way that is statistically significant.

“It’s important for a business to act quickly and decisively, especially in times of crisis. We are very excited about the summer product release, which is our biggest release ever. The included features will eliminate the need for business users to wonder whether a change is significant enough to require action,” said Clarabridge CPO Fabrice Martin.