Conversive Reporting

The Conversive Application Platform provides for detailed reporting of user interactions, which can be made available in whatever format is required. Typical reports for AnswerAgent and EasyAgent are based on the interaction logs showing questions that were asked and answers provided. AssistedResponseAgent provides another level of reporting on top of this. Because it supports interactions with CSRs in real-time, AssistedResponseAgent also logs the timing details of each interaction. These are made available to a Supervisor in real-time so that workflow can be effectively managed and CSR deployment can be optimized. Additionally, this information is made available after the fact so that trends can be followed and future problems avoided.

Real-Time User Information

Conversive products allow marketing and customer service professionals to see not only how quickly a user was assisted, but to see the content of an interaction in complete detail. New items of interest can be rapidly ascertained and responded to. Nuances of satisfaction can be examined. All of this information is available at the level of abstraction or detail chosen by your team. The value of such information can hardly be overestimated. There are no tapes to play, no transcripts to page through. All of it is saved in digital form and is sortable and searchable as desired.

Continuous Improvement

Conversive products are designed from the ground up to support a process of continuous improvement. The ease of scripting provided by the Conversive Scripting Engine allows changes to be made rapidly and easily by your knowledge manager. Reporting allows Supervisors to see the results of the interaction process, and where appropriate, to see the time burdens of the process on CSR’s. Trends can be established, superior performers rewarded, best practices improved. Over time, the interaction process is optimized, the web site is more effective and the service burden on all channels can be reduced. Best of all, the groundwork has been laid to be ready for the next product, the next service, the next communications initiative.