Question: Do you know of a customer service automation tool that provides analytics and insights to improve response times and quality?

If you're looking for a customer service automation tool that also offers analytics and insights to optimize response time and quality, Klaus is a top contender. This AI-based customer service quality assurance platform automates the detection and correction of gaps in customer service. Klaus' suite of tools, including AI Suite, Coaching Suite, and Analytics and Insights, helps to improve support quality by reviewing and analyzing interactions across all support channels. Its features include plug and play quality management, AI-based quality management, and targeted manual QA to ensure continuous improvement in resolution time, interactions per case and customer satisfaction.

Another top contender is Ada, which replaces traditional scripted chatbots with AI-based customer service. Ada connects to existing knowledge bases and data from key business systems to deliver personalized responses to customer requests. The platform offers features like voice and email automation, multi-language support, automated resolution measurement, and AI coaching. Ada has shown impressive results, with a 2x increase in automated resolution rate and a 5x ROI within 12 months, and is suitable for a range of industries to help businesses improve customer satisfaction and lower operational costs.

If you're looking for a more complete CX automation solution, check out Verint. Verint's platform uses AI to improve customer engagement and business outcomes with a flexible, modular design. Key features include Da Vinci AI, an Engagement Data Hub, Forecasting and Scheduling, Quality and Compliance, Coaching Bots, and Analytics and Insights. Verint's platform is designed for contact centers looking to automate and improve customer experience while reducing costs, with an open architecture that allows for easy integration with existing tools.

Last but not least, Forethought is an AI-based customer support platform that automates routine tasks to improve resolution rates and lower support costs. Forethought offers tools like Solve for automated responses, Triage for assessing customer intent, Assist for AI-generated ticket summaries, and Discover for optimizing workflows. The platform integrates with leading helpdesks and is designed for e-commerce, SaaS, and FinTech companies, with benefits including a 15x average return on investment and a 40% average reduction in First Response Time.