Cognigy, a global leader in omnichannel customer and employee service automation with its Conversational AI platform, Cognigy.AI, today announced the launch of Cognigy Insights, a powerful analytics suite integrated with the Cognigy.AI platform to help enterprises make sense of their conversational data, and give them the means to act upon insights, all within one best-in-class suite.

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Every day, virtual assistants create millions of data points. However, getting value out of the data remains a challenge for Australian enterprise customer service organisations. Cognigy Insights will enable customers to access and analyse conversational data easily to gain actionable insights for optimising workflows and processes in their customer and employee services. Equipped with assisted machine learning capabilities, the new analytics suite allows users to track and measure each step in a conversation. Organisations are able to identify pain points leveraging its unique ‘Step Explorer’ feature 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. It also provides the ability to analyse and understand complex conversational data, equipping Australian organisations with the tools to act upon insights within one powerful Conversational AI platform. Additionally, the instant, real-time overview and customisable dashboard offers a simple way to track KPIs.

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Users can also 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.

Sebastian Glock, Senior Technology Evangelist, Cognigy, said: “Better Conversational AI analytics is one of the key demands to improve customer communication as Australian 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 center operations for greater effectiveness, leading to a higher degree of automation and an increased ROI.”

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