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Extract rich conversational insights from patient interactions across channels
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Capture a wealth of information from your customers’ interactions, automatically and in real time, to improve operational efficiencies and data-driven business decisions.
ROI isn’t only generated from the millions of conversations you are automating per year. Conversational AI analytics can drive key business outcomes throughout your organization, and Hyro enables you to access, analyze and act upon them.
No more siloed reporting. Hyro empowers operations, IT, and customer engagement teams to aggregate and act on conversational data across all communication channels within one platform, improving operational efficiencies with easy and intuitive feedback loops.
Transform customer queries into an unfair competitive edge. Discover what customers are searching for and uncover unfolding trends in real-time—so you can solve customer pain-points before and after they appear.
Optimize your digital channels and call center operations using accurate data from AI-driven conversations. Increase revenue, sharpen automation, and reduce support and operating costs.
Remove the guesswork behind customer journeys, channel engagement and user behavior – harness real-time feedback to ensure ever-improving customer experiences.
Execute the best digital strategies with clear reporting and KPIs. Inform business decisions and outcomes using customer word-of-mouth through easily shareable analytics.
Gain a 360° view of your calls and messages, aggregated from all channels. With accurate tracking of customer behavior, you can quickly spot drop off points in the funnel, uncover key trends, and share correlative data to help optimize your operations – like, which keywords impact more conversions.
Track the ROI of your AI assistants with conversion rates, breakdowns of CTAs and goals completed, satisfaction scores, and customized reports featuring engagement metrics, such as the percentage of callers who continued the conversation.
Optimize your own data with automated knowledge management. With top keywords and trending topics, you’ll uncover the content and services that are missing from your database, and be able to update accordingly, enriching conversational experiences while driving better business decisions.
Access rich conversational data, 24/7, including call recordings and chat logs. With deep filters, including keyword, utterance, and timeframe, you can stop manually digging through scripts to find the data you’re looking for – and easily unpack conversations for real ‘voice of the customer’ analytics that ensure explainability.
Get a pulse on how your assistants are performing with natural language understanding (NLU) metrics, such as understanding rate and error rate. Actionable NLU analytics enable full transparency into your AI assistants’ quality and functionality, so that steps can be taken to quickly improve outputs.
Gain insights that help turn prospects into customers
Analyze 100% of inbound calls to improve operational efficiencies
Provide executives with game-changing data around critical use cases
Increase in Goal Completion Rate (GCR)*
Of All Calls Deflected to SMS
Success Rate for MyChart Password Reset
Using conversational AI platforms, organizations can gain extensive customer engagement analytics. For example, Hyro’s adaptive communications platform collects customer data at scale through voice and chat AI and aggregates it for customer service and interaction teams. Enterprise decision-makers can analyze customer behavioral patterns, discover weaknesses in digital customer journeys, address common or frequent issues in real time, and drill down into specific, recorded conversations.
Organizations can use conversational analytics to measure a wealth of metrics that help decision-making across marketing, sales, customer service, and executive branches. Data analysis from conversations with AI assistants and call centers can highlight metrics such as conversion rates, satisfaction scores (like NPS and CSAT), drop-off points, and more. Advanced ROI and cost savings calculations can be based on these metrics, allowing teams to become more data-driven.
Call center analytics can be derived from the collection and aggregation of incoming calls. With call center software for automation and analytics, companies can gather recordings and transcripts of calls (using natural language processing) and break down conversations based on their own KPIs. For example, the analysis of call center interactions can focus on types of questions and knowledge that feature heavily in calls to identify current knowledge gaps. In addition, call center analysis can focus on the sentiment of conversations (whether they’re negative or positive) to determine customer satisfaction.
With conversational intelligence, customer-facing organizations can generate multiple reports and gain insights into their business operations. Based on recorded conversations, both in text and voice, analysts can report on changes in customer query trends and volume, response and waiting times in contact centers, resolution rate of queries, satisfaction scores, conversion rates of digital-based interactions, and other vital metrics.
Yes. While Hyro provides end-to-end analytics of interactions using our AI assistants or call center automation solution, you can also connect other analysis tools your organization uses into Hyro’s dashboard to get a complete picture of your business interactions. Integrations may include measurement tools for websites, mobile apps, email, SMS, and first-party data analytics such as CRM-based reports.