A breakdown of the Crescendo business dashboard
“If you can’t measure it, you can’t manage it” – Peter Drucker, renowned management consultant. Improving and managing your CX is a difficult process. At Crescendo, we believe that measuring outcomes is the best path towards continuously elevating your customer experience. That’s why we built a CX dashboard and conversation scoring tool to provide the best business insights.
Our comprehensive dashboard
The Crescendo CX Insights dashboard is a comprehensive tool that contains 100% Voice of Customer (VoC) coverage for conversations handled by Crescendo. It is divided into two parts: the CX operational dashboard and the individual conversations that are summarized and scored by common VoC metrics like Customer Satisfaction (CSat) and Net Promoter Score (NPS).
The Crescendo bots dashboard shows you the overall performance of your bot. It contains all the bot information you need to get a high-level understanding of your CX insights.
Here’s a short video explaining how the bots dashboard works.
On the top row, the first four tabs reveal the number of conversations your bot engaged in and the percentage of those that were contained by the bot, escalated to a live agent, and abandoned. These metrics can reveal how efficient your bot is at handling customer queries – a lower number of escalations typically means your bot successfully resolved the user’s issues.
Another metric our dashboard presents is the time-to-agent, or TTA for short. TTA measures how long it takes for a live agent to take over the conversation once it is escalated by the bot. A lower TTA means your customers spend less time waiting for a live agent, resulting in a better customer experience.
You may notice that our homepage digital assistant has an average TTA of 0. This is because our homepage bot does not escalate chat conversations to live agents – rather, we transfer the escalations to email. Typically our clients escalate to live chat agents making TTA an important metric.
The most important insight our dashboard provides is the CSat. This statistic measures how satisfied, on a scale of 1 to 10, your customers feel after interacting with the bot. We determine the average CSat percentage by scoring every conversation using our AI technology and finding the mean CSAT score. CSat is also a key metric we use to determine successful CX outcomes as part of our Crescendo business model.
Each conversation is analyzed and scored
While our bots dashboard shows you the bigger picture of your bot’s CX performance, you can also review individual customer interactions to get a more detailed analysis of bot performance. This is a key component of the Crescendo service offering – every conversation is analyzed, scored, and available for further review.
The following video explains how we analyze our conversations.
The individual conversation page is divided into three parts: key insights, conversation summary, and the transcription. Let’s take a closer look at these by going over a recent conversation with the Crescendo Digital Assistant:
At the top of the page, we show several insights that we gather from the conversation. The two important indicators for the Crescendo digital assistant are the lead qualifier and the CSAT score. Our homepage bot has the ‘lead qualification’ settings, allowing it to determine whether the user is a lead. It also determines the CSat score from the transcript, which in this case is a very high 90%.
Above the conversation transcript, we provide a brief summary of the customer experience. Our bot performs a sentiment analysis and looks for several conversation features that indicate a level of customer satisfaction. You may notice how our assistant provided a ‘clear and concise explanation’ – let’s examine how it did this at the start of the conversation:
As shown by the transcript, the bot effectively responds to the user’s question in a brief and precise manner. This response is scored as a 7/10 for CSat and analyzed for positive aspects and areas for improvement. A very useful feature of our bots is that each of their responses within a conversation is scored, allowing you to investigate changes in CSat over the course of a conversation. Additionally, our bot includes a list of sources from the knowledge base that it used to generate each response, giving us guidance to trace back and edit our knowledge content.
Each individual conversation provides an important data point for the bot’s overall performance. These conversations are aggregated and translated into more holistic insights presented on the bots dashboard. When used together, the bots dashboard and the conversation analyses provide a powerful tool for measuring, understanding, and improving CX outcomes.
