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Clarabridge Announces New Omnichannel Intelligent Agent for CX



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Clarabridge, a provider of customer experience management solutions has introduced Clara, an intelligent agent powered by Clarabridge’s industry-leading text analytics engine that allows brands to understand the voice of the customer across multiple channels including surveys, social media, contact center and more.

Using artificial intelligence, Clara suggests solutions to common customer issues and feedback, making unstructured data more actionable and saving valuable time and dollars for large organizations. Clara is part of Clarabridge’s CX Revolution, an initiative to provide organizations with the technology and tools necessary to operationalize customer data.

Clara’s first integration is through conversational surveys, where the technology is applied to interpret the intent of a customer’s feedback and automate real-time follow up questions targeted to that particular area of the business. Clara uses natural language processing to interpret the topic of the customer’s feedback, identify the sentiment of each customer inquiry and deliver targeted follow-up questions the customer is likely to answer. The sentiment is categorized using Clarabridge’s existing sentiment analysis scale, but customers will see an easy-to-understand visual representation of this sentiment through emojis or other customer-friendly visuals.

According to Clarabridge, Clara will be built into all levels of the Clarabridge CX Suite of products.  This summer, customers will have access to Clara’s capabilities, first in beta and later as generally available software as part of the Clarabridge CX Suite. For more information, visit www.clarabridge.com.


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