Clarabridge introduces intelligent scoring in 2020 summer release

Clarabridge, a provider of customer experience management solutions, has added enhancements to its analytics and engagement platform to enable organizations to identify actionable insights.

The new features included in Clarabridge’s 2020 summer product release, the company's biggest release ever, are aimed at helping companies to address and act on changing market dynamics, sustain brand reputation and loyalty, adjust to an accelerating digital shift, and ultimately remain competitive. 

“With the global health crisis impacting companies around the world, our clients are relying on digital customer service channels more than ever. While these channels provide customers with more ways to communicate with businesses, they also increase the volume of inquiries that contact centers must handle,” said Mark Bishof, CEO, Clarabridge. The features included in the summer product release are aimed at helping organizations understand the patterns that emerge across these channels and create a consistent experience, he noted.

“It’s important for a business to act quickly and decisively, especially in times of crisis," added Fabrice Martin, CPO, Clarabridge, explaining that the new features will help eliminate the need for business users to wonder whether a change is significant enough to require action.

The new capabilities in Clarabridge's latest release include the following:

Clarabridge Intelligent Scoring is a patent-pending automation solution that leverages the power of Clarabridge’s natural language understanding engine to automatically evaluate interactions throughout the contact center, a historically underleveraged hub for customer experience data. It automatically scores any type of customer interaction, including calls, chats, messaging and emails, in a way that is objective, transparent, and consistent. The feature eliminates the need to manually perform quality assurance, freeing up agents’ time so they can focus on other tasks and increasing overall efficiency.

Multichannel Interaction Analytics and Visualization provides enhanced dialog visualizations and new connectors to allow users to easily upload digital interaction data from systems such as Clarabridge Engage, LivePerson, Salesforce, and Gladly, enabling them to easily track customer service metrics across both digital and audio channels and create more consistent experiences across support teams

Embeddable Widgets is a new feature that supports organizational adaptability by making it easy for users to share insights across teams without additional training. The feature promotes the low friction operationalization of insights and enables users to add Clarabridge dashboard widgets directly into other platforms such as the Salesforce and Oracle Service Clouds or Zendesk as well as enterprise collaboration platforms such as SharePoint that a company may already use. This ability means that agents could see their empathy score or average customer satisfaction for conversations in the past 30 days, for example. 

Metric Alerting Based on Statistical Significance allows users to set up alerts that will notify them when the rate at which certain values such as the volume of complaints or average customer sentiment changes in a way that is statistically significant.

For more information, visit www.clarabridge.com.