Clarabridge has today launched its latest innovation, Clara™— the world's first intelligent search assistant providing the critical answers for CX customer engagement and contact centre teams.
Live agents can type out the specific topic, event, or trend of interest, and Clara™ works across all customer feedback and interaction data sources to deliver visual results in a matter of seconds.
Clara™ can be leveraged by anyone in the organisation without the need for strong data or text analytics skills so that teams can focus on making more data-driven decisions fast. It can also be accessed by all Clarabridge customers via Clarabridge Studio, its CX data analytics environment.
Fabrice Martin, Clarabridge Chief Product Officer, said: "We have completely redesigned our search capabilities from the ground-up to accelerate productivity. Clara answers questions with visual graphs showing the latest scores, trends, performance metrics, and more.
"These results serve as a springboard for further data exploration and analysis. We're excited to see how Clara will help our customers, as we continue to make her smarter with enhanced AI capabilities and more."
Clara™ is one of the many new features included in the Clarabridge Summer 2021 Product Release. This upcoming release further exemplifies Clarabridge's mission to help global brands take a data-driven, human-centric approach to elevate the customer experience. Other highlights include new conversation intelligence capabilities, such as the ability to automatically evaluate the reasons behind cancellations, transfers, and holds during a customer call or chat. Understanding the "why" enables organisations to put in place effective optimisation strategies that often lead to significant revenue impact or operational savings.
In addition, Clarabridge has added new pre-built connectors to integrate easily within the organisation's existing technology stack and help teams act on CX insights through automation. Clarabridge customers can now bring in data from Zendesk chats and non-conversational tickets, as well as calls and other data from Five9 and AWS S3. New outbound connectors for Qualtrics and Amazon S3 trigger workflows, alerts, and automated processes across systems to close the loop on CX issues.
