Concentrix is a leading global provider of customer experience (CX) solutions and technology, improving business performance for some of the world’s best brands.
Concentrix, a global leader in digital customer experience, partnered with Dashbot to optimize chatbot performance for a brick-and-mortar retail client seeking to improve satisfaction on their e-commerce channel. Dashbot's advanced analytics and reporting capabilities enabled a process for delivering continuous improvement that achieved faster resolution times and increased CSAT scores linked with chatbot support.
"The partnership with Dashbot has been instrumental in supporting our remarkable improvements in our self-service performance and customer journey optimization."
— Jenny Burr, Speech Science & Analytics
Concentrix could not measure chatbot performance on complex user flows related to order status, returns and exchanges, and questions related to loyalty programs and gift registries. They needed a scalable solution to identify where customers were escalating and why at scale. Concentrix also required help to quickly review transcript data for specific intents, which was crucial to understanding customer flows in detail.
Dashbot enabled Concentrix with insights into bot health, performance, and accuracy. Flows and goals provided visibility into specific parts of the user journey where optimization was needed, enabling Concentrix to focus its efforts efficiently. Additionally, Dashbot's Optimize module delivered insights into intent effectiveness, allowing the team to map and refine their NLP engine quickly. These capabilities were the foundation for a continuous improvement program for automated self-service.
The implementation of Dashbot resulted in significant improvements to bot performance:
The partnership with Dashbot has supported Concentrix's remarkable improvements in bot performance and customer journey optimization.