On October 8, 2024, boost.ai announced the launch of AI-powered CX Insights, introducing three new features to its conversational AI solution aimed at helping enterprises better analyze customer interactions and enhance the customer experience. At its core, AI-powered CX Insights automatically reviews every conversation between virtual agents and customers, delivering detailed, actionable insights. This added transparency allows businesses to make data-driven changes to improve customer experience and respond to trends or customer issues in real time.
For many companies, measuring and improving customer experience remains a tough challenge, often resulting in only surface-level efforts. Traditional methods like manual conversation reviews, basic performance metrics, and customer satisfaction (CSAT) surveys provide only a fragmented view of interactions, which can be misleading and inefficient. Manual reviews are slow and inconsistent, while metrics like completion and containment rates fail to reveal if customers truly received the support they needed. CSAT surveys, while useful, often lack a direct connection to specific conversations, making it hard to drive meaningful improvements.
Boost.ai’s AI-powered CX Insights tackles these problems by offering a comprehensive solution that automatically reviews each customer conversation and gives businesses deep insights into the quality of interactions. This leads to continuous, data-driven enhancements in customer experience, offering a level of insight previously unseen in the industry.
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“From day one, we’ve prioritized transparency and control in our platform, helping businesses introduce AI into their existing CX models with ease and intelligence. Now, we’ve delivered a tool that not only shows how well their virtual agents are performing but also helps improve the customer journey like never before,” said Jerry Haywood, CEO of boost.ai. “The future of CX is in the daily conversations consumers have with brands globally, across every channel. This tool empowers businesses in all industries, including the most regulated ones, to determine if they are truly delivering a world-class experience and what to change if they aren’t.”
AI-powered CX Insights consists of three key features:
AI Review: Automates the review process of every customer conversation, ensuring consistency and efficiency. By using a dedicated algorithm with a uniquely trained Large Language Model (LLM), it analyzes conversations in-depth, assessing the context, intent, and relevance of responses.
Actionable Metrics: Tracks and categorizes the outcome of each conversation, providing deeper insights into why interactions were automated or escalated to human agents. This goes beyond basic measures like containment and completion rates, ensuring customers receive the right answers and support.
Conversation Insights: Offers enhanced visuals displaying detailed CX metrics and trends, eliminating guesswork and enabling data-driven decisions. Conversation Insights helps businesses continuously refine their virtual agents to improve customer experiences over time.
“In the customer experience world, every conversation matters. Today’s virtual agents must do more than follow a script; they must deliver a positive experience, provide accurate answers, and build customer trust,” said Henry Iversen, Co-Founder and CCO of boost.ai. “This launch is a significant shift in our industry and part of our broader vision. We foresee a future where customer experience is entirely conversation-driven, and this is a key step towards that goal.”
AI-powered CX Insights will be generally available to boost.ai customers starting in early November.