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Every day millions of customers contact organizations with specific questions about products, sales and support.
These conversations are a goldmine of first-party data, with customers actively telling organizations, in their own words, how they would like to be served.
But too often, this data doesn’t make it outside the contact center. Valuable insights get lost between siloed teams, and legacy systems aren’t built to surface structured, usable data. As a result, opportunities to improve both customer experience and operational processes slip through the cracks.
Contact centers are used to adapting processes based on customer demand, but most issues that customers raise simply can’t be solved by the contact center alone.
In fact, 95% of CX and contact center leaders believe that customer service departments would benefit from improvements made to other parts of the customer journey. Optimizing customer service often proves less effective than solving problems at their root.
Introducing Assistant Analysis: LLM-powered performance metrics
Assistant Analysis is a new feature of PolyAI’s Agent Studio – the world’s only voice-first, omnichannel platform for conversational AI.
With Assistant Analysis, organizations gain direct access to actionable performance data without the need for lengthy data analytics projects.
In natural language, you can ask the assistant to analyze and categorize groups of calls based on the parameters that matter most to your business.
You can use Assistant Analysis to answer whatever questions you like, such as:
- Sentiment – How happy are customers when they call to reschedule a delivery?
- Resolution – How many calls are resolved first time?
- Trends – Which call types have the highest volume on a Tuesday afternoon?
- Productivity – Which calls take the longest?
- Engagement – How many customers say thank you to the agent?
The results are visual, editable, and easy to understand. No more relying on static dashboards you can’t customize. No more waiting weeks for a report. You get a clear view of what’s working, what’s not, and where to improve. All in real-time.
Scale care by giving your team control
Customer conversations are no longer just moments of service; they’re a strategic resource. But you can’t unlock that value if your team is stuck waiting on someone else to provide answers.
When your organization has direct access to performance data, it can make faster decisions, fine-tune AI agents in real time, and drive continuous improvement without relying on external teams.
With Agent Studio and Assistant Analysis, your team gets the visibility and control they need to manage AI like any other part of your tech stack. That’s how you scale customer care: by giving your team the tools to move quickly and own the results.
Get access to AI models designed, trained, and built specifically for customer service use cases and deliver unbeatable conversational experiences to every customer. Learn more about Agent Studio and book a demo today.
