Calabrio’s Bot Analytics helps monitor and improve the performance and quality of chatbots and voicebots.
Calabrio, a workforce performance company, introduced a suite of Bot Analytics tools for quality management.
Joel Martins, Chief Technology Officer and Interim CEO of Calabrio, said, “Most of us have had a frustrating experience with a chatbot. Now imagine you are trained to help customers and the very tool—a bot—being used to help improve a user’s experience results in frustration for customers and the call center agents trying to help. Our Bot Analytics changes the game, works with any virtual agent, and improves interactions, cost savings, and customer and agent experiences.”
Calabrio’s Bot Analytics helps monitor and improve the performance and quality of chatbots and voicebots, organising all transcript conversations into topics, simplifying the review process, and making it easier to address issues efficiently. Bot Analytics provides access to all transcripts with more than 200 metrics organised for discovery and analysis.