Question: Can you recommend a tool that provides analytics and AI assessment to improve customer support team performance?

If you're looking for a tool that combines analytics and AI to improve your customer support team's performance, Cresta is a good option. Cresta is a generative AI platform that uses conversation analysis to optimize contact center performance and surface important insights. It provides conversation intelligence, agent assist, virtual agent and no-code command center features that provide real-time guidance, answers and after-call work automation. Cresta can be integrated with multiple contact center platforms, and Forrester Wave named it a leader in real-time revenue execution platforms.

Another option is Dialworks, a virtual training platform to help sales and support teams quickly develop skills through mock calls, analytics and AI assessment. Dialworks features simulated training modules, AI-based call scoring and performance reports. The platform lets teams track progress, see where they need to improve and fine-tune training for faster skill transfer and better deal closure. Pricing starts at $129 per user per month, with a basic plan that includes 60 minutes of training, unlimited team members and performance analytics.

ASAPP automates customer service with the intelligence and empathy of human agents for better customer experiences. It uses generative automation, agent augmentation and interaction intelligence to increase agent productivity and customer satisfaction. ASAPP's features include real-time guidance, automation and analysis of customer interaction data. The company has shown strong results, including a reduction in average handle time and an improvement in customer satisfaction scores.

For an all-in-one conversational customer service platform, Dixa offers omnichannel support through native voice, email, social media, messaging and chatbot interactions. It also offers a unified agent workspace with contextual customer information and dynamic knowledge. Dixa also includes AI-powered conversations, smart tools and automations, along with analytics and quality assurance dashboards. The platform can help improve customer service by automating routine tasks and improving agent productivity, starting at $29 per agent per month for the AI Assistant for Agents add-on.