Chat Monitoring & Feed

Features

Germain UX monitors the functional and technological performance of chat technologies in near real-time and provides actionable insights to the chatbot, ensuring a seamless user experience.

Drop-Off Analysis

Sales or service chats that don’t meet expectations can be identified and analyzed by Germain UX.

Examples:

• Detecting when a visitor is waiting for a sales representative to become available.

• Identifying disconnections, errors, or other technology issues in real time.

• Highlighting ineffective AI-driven guidance that frustrates users.

Real-Time Engagement

Germain UX enables proactive engagement by leveraging real-time insights.

Examples:

• Out-of-stock products: Germain UX can notify the chatbot, which can then guide the user with relevant suggestions or alternatives.

• Unsuccessful searches: If a user’s search yields no results, Germain UX can send that information to the chatbot, prompting it to suggest alternative products.

• CX Boost: Boosting customer satisfaction through proactive and contextual chatbot responses.

Integrations

Real-time insights and automated engagement you would get for:

• Channel Talk.

• Genesys CTI.

• Olark.

Please contact us to configure Germain to analyze other chat technologies.

Component: Germain UX - RUM JS, Germain UX - RUM Ext

Feature Availability: 2023.1 or later