AI Insights overview

If your organization is licensed for Genie Bot, you can access the AI Insights workspace Area within an application window where the user interacts with the program. to interact with Genie Bot. Genie Bot is a cloud-based AI chatbot that can extract key insights from interactions. Genie Bot answers business-related questions and offers detailed statistics on customer and contact The entire communication experience for a customer, from beginning to end. center activities and trends.

The insights are derived from analyzing a subset of interactions defined by selected categories and filters. The answers relate to the top 100 interactions defined by the filter, addressing questions such as:

• What are the top reasons for churn?

• What is the rate of churn?

• What is the top competitor customers churn to?

For questions that yield compound answers, such as "What competing companies are customers moving to" Genie Bot organizes responses into topics. Each topic represents a distinct answer, supported by relevant quotes from interactions.

Key features of Genie Bot

• Question suggestions: Genie Bot suggests relevant questions based on the selected interactions and also lists recently asked questions, enabling efficient exploration of key topics.

• Export to PowerPoint: Export chat results into a PowerPoint presentation, including the questions and answers in the genie session, making it easy to share insights with your team.

• Topic analysis: Genie Bot organizes answers into topics, each supported by interaction In Speech Analytics, an interaction represents a single part of the contact between one employee and the same customer. In Text Analytics, an interaction is the communication session between one or more employees and the same customer with a unifying contextual element. quotes.

• Statistical insights: Responses are enriched with quantified data and statistical analysis, such as: "35% of customers reported moving out of state.".

• Persistent chat sessions: Your chat session persists as long as you remain signed in to WFE, navigate within the Speech Analytics Product that analyzes ongoing changes in customer behavior through spoken interactions with the customer, and drives effective organizational changes needed to address challenging market conditions. application, and maintain the selected category Grouping of calls in Speech Analytics that pertain to specific business issues among all transcribed interactions. and filter.