Monitor and evaluate AI agent interactions with customers
Our platform offers comprehensive tools to monitor and evaluate AI agent interactions with customers, ensuring quality and consistency in customer service. Below, we detail the key features and functionalities available on the Conversations page.
The Conversations page provides an in-depth look at all interactions between AI agents and customers. This section offers a detailed list of conversations, allowing you to monitor important aspects such as platform, status, duration, and flagged issues. Each conversation entry includes essential information to help you quickly identify interactions needing further review.
For real-time handoff when the AI requests human assistance, visit the Inbox page.
The Conversations page displays the following columns:
Clicking on a conversation entry opens a detailed view, where you can examine the interaction more closely and access additional analysis.
When you select a conversation from the list, the Conversation Details View provides a more granular look at the interaction. This view includes essential elements to understand the AI agent’s performance, review customer sentiments, and verify if the correct flow and settings were applied.
The fields in the Conversation Details View are presented in the following order:
At the bottom of the Conversation Details View, a Recording of the call is available for completed phone conversations. This recording allows you to review the entire conversation. If the call is not yet finished, this recording will not be available.
In the top-right corner of the Conversation Details View, clicking on the three dots opens a menu with options for managing the transcript:
These options allow you to retain records of the conversation for quality control, compliance, or training purposes.
For live calls, the three-dot menu in the top-right corner of the Conversation Details View provides additional options for real-time call management:
These controls enable you to take quick actions on active conversations, ensuring that customer issues are handled efficiently.
The three-dot menu also includes options for general conversation management:
Our platform includes real-time sentiment analysis to assess customer reactions throughout the interaction. This feature tags conversations with specific emotions, allowing a quick assessment of customer satisfaction and highlighting areas that may need improvement.
The Functions and Parameters section details each function called by the AI agent during the conversation. Reviewing this information allows you to verify the agent’s responses, ensuring accurate handling of customer requests and proper execution of intended actions.
The Conversations page offers a complete view of customer interactions with the AI agent, enabling you to monitor, analyze, and optimize performance. By reviewing conversation details, flow visualization, sentiment analysis, and function calls, you can ensure a consistent and high-quality customer experience. The Agent Review feature further assists by identifying areas where the agent may not have followed instructions, allowing you to make targeted improvements.
Monitor and evaluate AI agent interactions with customers
Our platform offers comprehensive tools to monitor and evaluate AI agent interactions with customers, ensuring quality and consistency in customer service. Below, we detail the key features and functionalities available on the Conversations page.
The Conversations page provides an in-depth look at all interactions between AI agents and customers. This section offers a detailed list of conversations, allowing you to monitor important aspects such as platform, status, duration, and flagged issues. Each conversation entry includes essential information to help you quickly identify interactions needing further review.
For real-time handoff when the AI requests human assistance, visit the Inbox page.
The Conversations page displays the following columns:
Clicking on a conversation entry opens a detailed view, where you can examine the interaction more closely and access additional analysis.
When you select a conversation from the list, the Conversation Details View provides a more granular look at the interaction. This view includes essential elements to understand the AI agent’s performance, review customer sentiments, and verify if the correct flow and settings were applied.
The fields in the Conversation Details View are presented in the following order:
At the bottom of the Conversation Details View, a Recording of the call is available for completed phone conversations. This recording allows you to review the entire conversation. If the call is not yet finished, this recording will not be available.
In the top-right corner of the Conversation Details View, clicking on the three dots opens a menu with options for managing the transcript:
These options allow you to retain records of the conversation for quality control, compliance, or training purposes.
For live calls, the three-dot menu in the top-right corner of the Conversation Details View provides additional options for real-time call management:
These controls enable you to take quick actions on active conversations, ensuring that customer issues are handled efficiently.
The three-dot menu also includes options for general conversation management:
Our platform includes real-time sentiment analysis to assess customer reactions throughout the interaction. This feature tags conversations with specific emotions, allowing a quick assessment of customer satisfaction and highlighting areas that may need improvement.
The Functions and Parameters section details each function called by the AI agent during the conversation. Reviewing this information allows you to verify the agent’s responses, ensuring accurate handling of customer requests and proper execution of intended actions.
The Conversations page offers a complete view of customer interactions with the AI agent, enabling you to monitor, analyze, and optimize performance. By reviewing conversation details, flow visualization, sentiment analysis, and function calls, you can ensure a consistent and high-quality customer experience. The Agent Review feature further assists by identifying areas where the agent may not have followed instructions, allowing you to make targeted improvements.