Question: Is there a platform that provides real-time analytics to track customer interactions and identify knowledge gaps?

If you're looking for a platform that offers real-time analytics to help you understand how customers are interacting and where there are knowledge gaps, Cresta is a great choice. Cresta is a generative AI platform that helps optimize contact center performance by analyzing conversations and surfacing key insights and best practices. It offers conversation intelligence, agent assist, virtual agent, and a no-code command center to provide real-time guidance and accurate answers. Cresta integrates with a variety of contact center platforms and is a leader in real-time revenue execution platforms, according to Forrester Wave.

Another contender is EdgeTier. EdgeTier is an AI-powered customer engagement system that monitors conversations in real-time, identifies issues and provides insights to improve customer engagement. It includes features like real-time alerts, automated conversation organization and real-time agent coaching. EdgeTier integrates with big names like Salesforce, Live Person and Zendesk, and is designed to improve agent productivity and customer satisfaction.

For a more complete solution, check out ConvoZen. ConvoZen is an all-in-one AI-powered conversational intelligence platform that helps optimize contact center operations across multiple communication channels. It offers features like AI-insights, conversation sentiment analysis, auto-compliance audit and custom reports. ConvoZen is geared for industries where customer interactions are critical, such as Banking & Finance, Insurance and HealthTech.

Last, LivePerson offers a conversational AI platform designed to help businesses move to digital-first customer interactions. It can bridge the gap between old-school call centers and digital channels to improve engagement and results. LivePerson's features include routing voice calls to digital channels, automating common customer intents and analyzing omnichannel conversation data to understand customer needs. The platform is highly customizable, so it should be adaptable to your business needs.