Cognigy launches Conversational Insights suite


Cognigy launches Conversational Insights suite

September 7, 2021

In Australia, conversational AI platform Cognigy launched a suite of analytics called Cognigy Insights, to help businesses make sense of their conversational data and act on results.

The Cognigy.AI platform offers voices and chatbots to help businesses improve service quality, reduce operational costs, and support teams across the enterprise. Enterprise artificial intelligence understands user intent and enables dialogues in over 100 languages, then automates business processes through integrations into backend systems.

The new Cognigy Insights analytics suite enables users to track and measure every step of a conversation, and organizations can use the suite’s “Step Explorer” functionality to better understand the customer experience. Co-developed with clients, the suite provides an instant, real-time overview and a customizable dashboard to track KPIs. Users can explore aggregated conversations to understand how to improve processes for better overall conversion.

Sebastian Glock (pictured), the company’s senior technology evangelist, says the suite provides “valuable insights for customer service companies as it enables deeper analysis and understanding of conversations led by virtual agents and the entire customer experience of the contact center “. He adds, “Ultimately, this helps streamline contact center operations for greater efficiency, leading to a higher degree of automation and increased return on investment.”

The company, which also has offices in Europe, North America, Korea and Japan, and recently raised $ 44 million in a Series B funding round, is online at www.cognigy .com.


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