Conversational & Agentic AI
Harnesses conversational AI to scale customer conversations across all your engagement channels – from voice to digital.
Chatbot Analytics Software
Don’t leave your automated experiences on autopilot. Use AI-powered chatbot analytics tools that fuel intelligent insights, improved performance, and better experiences for agents and customers.
Smarter bots. Happier customers. Bigger savings.
Build smarter chatbots, seamlessly
AI bots are never “set it and forget it.” Chatbot Analytics helps teams tune intent, improve training data, and catch misconfigurations before they impact customers.
Know what’s working – and what’s not
Stop relying on anecdotal feedback. View critical metrics in an intuitive chatbot analytics dashboard to identify where your bot is thriving and where it needs fixing.
Prove (and boost) the value of your chatbots
Tie chatbot performance directly to outcomes like containment rates, cost reduction, and customer satisfaction.
Upgrade your chatbot insights. Elevate your CX.
Unlock an all-access pass to your conversation data
Funnel conversation data from all chatbot, virtual assistant, and live agent conversations into a single, unified conversation analytics platform.
- See overall performance or filter by channel, platform, or brand.
- Data is refreshed every 24 hours, so you can identify trends as they happen and act quickly when KPIs fall out of range.
Monitor the metrics that matter for peak chatbot performance
Better communicate the health of your virtual assistant or voice program and showcase its value with the most complete set of metrics on the market. Measure and communicate chatbot performance in business terms with instant access to 3 Cornerstone KPIs:
- Chatbot Automation: How often do you solve the customers problem?
- Chatbot Experience: How did the customer feel after interacting with your chatbot?
- Cost Per Automated Chat: How much is your chatbot actually saving your business?
Pinpoint emerging opportunities for maximum impact
Find everything you need to identify and address performance issues – faster, automatically, and without the need for expensive analyst resources. Monitor conversation topics to ensure customers get the answers they came for.
- Easy-to-love AI organizes thousands of conversations into the top 100 topics.
- View and filter every conversation as it progresses from chatbot to live agent.
- Drill down to access every transcript. Use real customer messages to fix content gaps and upgrade chatbot responses.
Quickly see where your chatbot is struggling
Assess your virtual agent platform to uncover configuration issues and take action.
- Find messages that don’t trigger a response, with AI-powered intent discover tools.
- Measure training data effectiveness with ease.
- Compare quality across languages and channels.
- Diagnose and address issues with intents, utterances, and responses.
Featured products
Intelligent Virtual Assistant
Automate customer interactions, improve customer experiences, and increase contact center capacity with AI-powered virtual assistants.
Automate CX workflows for stronger, faster, measurable outcomes
The Verint CX Automation Platform helps contact centers automate CX workflows and deliver measurable outcomes – fast. Built to run on your existing infrastructure, it integrates with any CCaaS, CRM, or AI model, eliminating rip-and-replace and accelerating time to value.
Featured resources
Frequently asked questions
Chatbot analytics software collects, analyzes, and visualizes data from all of your chatbots’ interactions with customers. Verint Bot Analytics is a chatbot analytics platform that captures interaction data from all of your bots – across voice and digital channels – and delivers all of the tools you need to understand your bot performance and quickly take action to improve it.
The most impactful chatbot KPIs fall into three categories: automation, experience, and cost. Bot Automation measures how often your bot fully resolves a customer’s issue without escalating to a live agent. Bot Experience captures how customers feel after interacting with your bot. Cost Per Automated Chat quantifies the value your bot is generating. Verint Bot Analytics surfaces all three as cornerstone KPIs in a single dashboard, so you always know where you stand.
Bot containment rate is the percentage of customer conversations your bot resolves without transferring to a live agent. It’s one of the clearest indicators of bot effectiveness and one of the most direct levers for reducing contact center costs. A higher containment rate means fewer agent-handled conversations, shorter queues, and more capacity for complex issues. Verint Bot Analytics helps you monitor containment in real time, identify why conversations are escalating, and take targeted action to improve it.
When bots perform better, agents are freed up to focus on higher-value work. Verint Bot Analytics gives teams the visibility to identify exactly where bots are falling short – whether that’s unanswered messages, misconfigured intents, or content gaps – and fix those issues quickly. The result is more conversations resolved automatically, less escalation traffic reaching your agents, and a team that can handle greater volume without increasing headcount.
Contact us about Verint solutions today!
Ready to see how Verint handles multi-client BPO complexity at scale? Contact your Verint representative or request a personalised demo of our BPO contact center solutions.
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