What is it?
Operata GenAI Experience Analytics for Verint allows Operata customers to enrich interactions within Verint EDM to derive valuable insights such as:
- What was the likely customer & agent experience during the interaction considering all available datapoints?
- Which elements are impacting CX/AX within the categories of technical, operational & people.
- What are the suggested areas of improvement to deliver the best possible customer & agent experience?
How does it work?
- A rule is created in Project Rules Manager to export transcriptions.
- Verint Speech Analytics transcription data is securely sent to Operata at completion of the interaction via SFTP.
- Operata completes summarization of the interaction using technical observations, sentiment & interaction metadata to get a complete picture of the interaction.
- Operata updates the interaction within Verint EDM, making the summarization & insights available for consumption.
What is required to work?
- Verint Engagement Data Management
- Verint Speech Analytics
- An active Operata Enterprise subscription
What are the benefits of using it?
- Gain the full picture of the customer-agent interaction using a combination of technical, sentiment & behavioral lenses.
- Respond immediately to issues impacting customer and agent experiences using rules.
- Determine which elements are impacting CX/AX within the categories of technical, operational & people.
- Get clear suggestions on how to fix issues impacting your service
- Deep-dive into technical issues using Operata observability platform.