Analytics
Know what’s happening in every conversation
Reports across every channel, quality checks you write in plain English, and answers to your questions backed by real conversations.
Photo: Sora Shimazaki
Reports
One view of your customer service
Texa Desk and Texa report on the same conversations, so the numbers always agree.
- VolumeConversations by channel, inbox and hour.
- Solved by TexaThe share Texa solved on its own, by process, channel and language.
- HandoversWhy conversations went to people, and how often a team had to pass them on.
- Your teamFirst response and resolution times, and satisfaction, for each person.
- Why customers writeThe main reasons, with customers’ own words and how they change over time.
- CostsCredits used by every kind of activity, matched to your balance.
Quality checks
Write a check in plain English. Every conversation is checked.
Checks run on every conversation, whether Texa or your team handled it.
- “Customer threatens to report us to the CBN”
- “Agent asked a customer for their PIN”
- “Customer says they are closing their account”
- Findings with the evidenceEach finding shows the customer’s words, with private details masked, and links to the conversation.
- Alerts within minutesBy email, webhook, SMS, WhatsApp or Slack, to the people who need to act.
- Words or meaningMatch exact words like “CBN”, or describe what to look for and let Texa judge it.
Ask
Ask a question, get an answer with quotes
Ask about your conversations the way you’d ask a colleague. Each answer links to the conversations it came from. If the data can’t answer, Texa says so instead of guessing.
You ask
What are customers asking about most this week?
Texa answers
- Transfer fees27%
- Transfers that haven’t arrived19%
- Asking for a person11%
- Card prices8%
Sample answer, for illustration. Each line opens the conversations behind it.
Getting better
Texa learns from how your team answers
When your team answers the same question Texa couldn’t, Texa suggests new knowledge or a new step. You approve it, and the next customer gets the answer.
- SuggestionsGrouped by how many conversations they would help, with your team’s answers quoted.
- ExperimentsTry a change on half of your conversations, compare the results, and keep the better version.
- ReviewsYour team scores conversations. Texa’s own scores stay hidden until they agree with your people.
- Reports outA weekly email, CSV downloads, and everything through the API.
See your customer service clearly
Reports start filling in from your first conversation. Add your first quality check in a minute.
Photo: Roberto Hund