Unstructured Conversation Analytics - Dashbot (original) (raw)
Unstructured Conversation
Analytics to unlock your
Surveys
Call Transcripts
Live Chat
SMS Data
The dark data problem
Structured Data
The amount of customer interactions a business gets is increasing over time. But existing analytics + BI solutions were developed over a decade over, and are designed to only analyze your structured data
10%
But did
you know?
Unstructured Dark Data
Up to 90% of the data that businesses collect is called Dark data, mostly unstructured conversational text such as emails, support tickets, customer survey responses, call transcripts, etc — which is unstructured, unanalyzed and unusable by the business.
90%
Using the power Dashbot, you can process, analyze, and visualize dark data to extract value for stakeholders across the enterprise
Dashbot Capabilities
Unstructured Data Processing
Connect any customer interaction data source such as voice, chatbot, SMS, or other text data. Dashbot processes this unstructured data to make it useable for the first time
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Analytics and Insights
Dashbot empowers smarter, insight-driven decisions with fast, flexible, intuitive analytics.
Powerful Data Enrichment
Explore unstructured data effortlessly with AI-generated context, extract themes and insights, and gain deeper understanding with topic clusters.
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Transforming Conversations into Clear Insights
Dashbot leverages and unifies this data you already have, to give you a 360 view of all of your customer insights to accelerate business decisions.
Instantly access enriched insights such as Predicted CSAT and Customer Effort Scores, Categories & Reasons, Outcomes, and more.
Open-Ended Survey Insights
Unlock the reasons locked in the open ended feedback portions of surveys. Move beyond surface level CSAT scores and discover the “Why?” Behind your customers decisions and comments.
Chatbot / Live Chat Analytics & Optimization
Automatically extract topics, intents, training phrases, entities and more from your own historical data. Monitor and configure custom success KPIs, and set alerts of underperforming KPIs.
Monitor the behavior of your LLM chatbot including its accuracy and ability to stay within its guardrails. Visualize and understand how your LLM is actually interacting with your knowledge base.
Automation Opportunity Scores + Assessments
Analyze historical agent conversation data to determine areas of automation opportunity and calculate ROI of automation before deploying a bot or IVR.
Omnichannel User Journeys
Visualize full user journeys, quickly identifying common flows, frustrations, and anomalies with transcript-level detail.
Contact Center Conversational Enrichment
Analyze conversations across your Contact Center (support tickets, agent calls, etc) and leverage enriched insights to optimize performance
Conversations are the lifeblood of your business. Get customer insights and signals with a window into your dark data.
Why Choose Dashbot?
Learn why businesses world-wide trust Dashbot to help unlock real business value from their customer interactions
Decrease
support costs
- Run data assessments on historical data for AI implementations to reduce agent costs
- Improve bot & self-service automation performance to reduce agent escalation for automatable use cases
Enhance customer experience
- Instantly discover actionable insights, trends & themes in survey responses and customer interactions
- Combine your CX insights with other metadata to unlock new customer signals
- Tie financial impact to CX insights to quantify + prioritize action
Omni-channel
insights
- Have all siloed data stored in one place and see the full customer journey
- Accelerate digital transfomation though omni-channel insights
- Inform strategy on highest ROI to deploy automation
- Have one data platform to work cross-functionally on customer interaction data
SOC2 Compliant
We uphold the highest data security standards with SOC2 compliance
ISO 2701 Compliant
We uphold the highest data security standards with ISO compliance
GDPR Compliant
We uphold the highest data security standards with GDPR compliance
PII Redaction
PII redaction libraries are available for your teams to redact PII
Penetration Testing
Continuous penetration testing monitored & audited
Cloud or On-Prem
Options available for cloud or single tenancy requirements
Infinitely Scalable
Our infrastructure is purpose-built for scale & performance
Data Deletion
Upon request, we can delete all of the data ever sent to you
MSA’s for Enterprises
Master Service Agreements available for all enterprise clients
CRM
Social
Web Events
See all integrations
Connect Dashbot with all your team’s tools
— Maureen O'Sullivan, Program Manager at Dropbox
— Director of Speech Science & Analytics at Concentrix
