Kustomer, a customer experience platform provider, has launched Conversation Intelligence and AI QA, two capabilities built on top of AI Attributes to give customer experience (CX) leaders greater visibility into every customer conversation.
Conversation Intelligence evaluates conversations, turning unstructured information into structured data through Classifiers, which sort conversations into labels a business defines; Scores, which evaluate a conversation against a weighted rubric and return a numeric score with a rationale; and Extractors, which pull out or summarize information based on natural-language instructions.
Conversation Intelligence and AI QA feed every conversation back into Kustomer's unified data model. Conversation Intelligence turns every conversation into a structured data point that feeds automated routing and workflows in real time. AI QA scores every conversation against criteria the business defines, with adjustable weights and auto-fail logic for anything non-negotiable, and shows the reasoning behind every score.
With Conversation Intelligence and AI QA, CX leaders can do the following:
- Catch risk before it shows up in churn< by scoring 100 percent of conversations instead of the 2 percent to 3 percent that generate a survey response.
- Coach with evidence instead of hunches by reviewing exactly which criteria a conversation hit or missed, and why.
- Fine-tune AI agents faster using the same scoring data applied to human-rep coaching.
- Prove the team's impact with data by resting every claim on the full picture instead of a sample.
"Most CX teams are making six-figure staffing and strategy calls off the 2 percent or 3 percent of customers who answer a survey. The rest goes unmeasured. Conversation Intelligence and AI QA look at every conversation and show their work on every score, so leaders can coach against it and stand behind it. Both are built into the platform our customers already run on, so what we learn goes straight back into the data foundation behind their operations, not into a report nobody has time to read," said Brad Birnbaum, CEO and co-founder of Kustomer, in a statement.