Clarabridge Expands Analytics with Automated Narratives

As part of its Fall 2020 product release, Clarabridge, a provider of customer experience management solutions, introduced the Automated Narratives feature, which uses natural language understanding (NLU) to produce call summaries, including why the customer called, resolution status, and more.

"Our company has the most advanced interaction analytics in the industry, and we work with the world's leading brands to make sense of billions of customer interactions," said Clarabridge CEO Mark Bishof in a statement. "With the introduction of Automated Narratives, Clarabridge is changing the game when it comes to managing contact center operations. By leveraging our NLU capabilities to eliminate an extremely time-intensive task, companies can save tens of millions of dollars in operational costs."

Clarabridge is also significantly expanding its sentiment and emotion analytics and building out it library of connectors for chat and CRM systems, including Clarabridge Engage, LivePerson, Salesforce, Oracle Service Cloud, Bold360, and Gladly. By analyzing chat data from a wide variety of sources, organizations can assess service quality, evaluate agent and bot performance, uncover engagement trends, and deliver a consistent experience across channels.