Conversation monitoring
Monitor and optimize GenerativeAgent
Improve your CX with alerts and out-of-the-box dashboards that proactively flag areas for review and help you improve contact center operations.
Get more out of GenerativeAgent
Assure quality
Stay a step ahead of potential issues with conversation monitoring and real-time alerts.
Improve performance
Pinpoint opportunities to fine-tune performance with automated insights.
Realize value faster
Keep productivity and customer satisfaction high for bigger returns on your automation investment.
Monitor 100% of GenerativeAgent conversations in real time
Identify potential issues, understand why they occur, and decide if action is required.
Detects and flags inconsistencies
Real-time monitoring automatically tracks 100% of the interactions GenerativeAgent handles.
It detects and flags suspected inconsistencies for your team to review.
Each flagged conversation is scored and categorized, so you can prioritize reviews.
Alerts your team in real time
Alerts notify your team when a conversation score reaches a pre-defined impact threshold.
One click displays the flagged conversation for fast review.
Enables fast review and informed action
Quality analysts can quickly see the full conversation and understand the reasoning behind every GenerativeAgent response to decide whether flagged items require action.
These flags help you to improve GenerativeAgent’s performance with optimizations like:
Modifying task instructions
Fixing configuration issues
Filling gaps in your knowledge base
Pinpoint opportunities to improve performance
Use automated insights to identify & prioritize areas for optimization.
Conversation reporting
Your quality team receives regular reports with aggregate data on conversations flagged for review over a defined period.
Identify patterns
Set improvement priorities
See the impact on quality over time
Out-of-the-box dashboard
Jumpstart optimization with a quality dashboard to track key metrics:
See where flagged conversations are concentrated
Prioritize where changes can have the biggest impact
Differentiate material errors vs. a simple inconsistency
Pipe GenerativeAgent performance data directly into your existing analytics infrastructure for a holistic view.
Learn more about GenerativeAgent features
Enterprise-grade safety and security
Unmatched safety and security for an AI agent you can trust
Human-in-the-Loop Agent (HILA)
A unique approach that sets a new standard for human-AI collaboration
Testing & simulation
Test how the agent handles real customer scenarios before going live
GenerativeAgent is a practical workhorse in any contact center.
Subscription management
GenerativeAgent cuts customer churn and protects revenue for businesses that rely on subscriptions.
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Retail customer loyalty
GenerativeAgent gives customers efficient service that drives repeat business and higher revenue.
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Reservations and booking
GenerativeAgent navigates complex systems and scenarios to manage customer bookings.
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