Clarabridge Introduces Intelligent Scoring, Interaction Analytics Features to Supercharge Decision Making
Summary
RESTON, Va.--(BUSINESS WIRE)--Clarabridge, the leading provider of Customer Experience Management (CEM) solutions for the world’s top brands, today announced a series of enhancements to its analytics and engagement platform. The new features included in Clarabridge’s 2020 summer product release empower companies to proactively address changing market dynamics, sustain brand reputation and loyalty, adjust to an accelerating digital shift, and ultimately remain competitive. Clarabridge Intelligent Scoring is a patent-pending automation solution that leverages the power of Clarabridge’s Natural Language Understanding (NLU) engine to automatically evaluate interactions throughout the contact center, a historically underleveraged hub for customer experience data. By scoring interactions automatically, businesses can efficiently identify issues across large volumes of inquiries, determine the best order in which to address them, and confidently act on objective information that is relatively free of human bias. Using AI-powered text and speech analytics, the Clarabridge experience management platform enables brands to extract actionable insights from every customer interaction in order to grow sales, ensure compliance and increase operational efficiencies.