Make sense of live chat conversations
Powerful AI for analyzing customer chats. Uncover and track topics and sentiment in customer communications. Improve customer relations, identify potential issues, and monitor chat agent performance and customer satisfaction.
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Ditch the star ratings, the 👍/👎 and averages.
Get actionable insights from customer conversations.
Customer Support
Keep on top of chat agent performance. Analyze sentiment and tone to improve agent training, find bottlenecks in your support workflow.
Product Managers
Make customer-driven decisions on your product roadmap. Identify common issues and requests to inform strategy, messaging and direction.
Customer Success
Identify bottlenecks in client communications, reach clients faster and more effectively. See the whole timeline of customer interaction to improve satisfaction numbers.
Marketing Strategy
See which topics are well-received, and which to avoid. Shape marketing direction and strategy using real customer data. Get into the mind of users to better understand needs.
Sources
One-click integrations with the most popular live chat applications. Meaningful sentiment and NLP analysis in minutes from your conversations.
Intercom
Pull conversations from any workspace you own.
Zoho SalesIQ
Pull chats from every department.
Drift
Get conversations from Drift in minutes.
CSV
Export any chat transcripts and upload it as CSV for analysis.
Visualize data to get to the point
A picture is worth a thousand words, our advanced visualizations are worth thousands of rows of spreadsheets and pages of agent scripts.
Get to the point easier and more intuitively, save time and effort. Our reports are guaranteed to make it easier for you to understand clearly, and turn it into actionable insights.
Deep Conversational Analysis
Extract sentiment, emotionality, tone and entities present in conversations. See customer satisfaction from the right angle, start to finish. Identify hostile interactions, reward exemplary conduct on a per-conversation basis.
Big picture, aggregate conversations to see volume, average sentiment and tone to inform marketing and communication decisions.
Track Agent Performance
Visualize agent tone through time, track and compare to improve training. Just one bad interaction can turn off a customer from your brand for good. Devise strategies for dealing with difficult customers for maximum satisfaction, while tracking agent progress.
Go beyond binary or star ratings, and get to the root of communication problems with laser focus. Change and shape behavior for the best results.
Advanced Entity and Topic Extraction
Go beyond simple interactions and see the big picture. Identify patterns in customer communciations by seeing interesting entities like objects, places, concepts or topics evolving over time.
See which concepts and topics are doing well, and which ones need work to steer marketing direction and communication strategy.
