Mountain View, CA | April 24, 2024 – SearchUnify, a leading unified cognitive platform, recently equipped its intelligent virtual assistant, SUVA, with an enhanced analytics dashboard featuring robust reporting capabilities. The advanced reports unlock deeper insights to maximize the efficiency and performance of the virtual assistant.
SUVA is the world’s first federated, information retrieval-augmented virtual assistant for fine-tuned, contextual, and intent-driven conversational experiences at scale. While its existing analytics dashboard provides valuable insights into engagement, conversions, and customer retention, the new reports empower business managers and bot admins to access a comprehensive view of the virtual assistant’s performance and the efficiency of its integration with the Large Language Model (LLM), uncovering areas for improvement and maximizing its impact on customer satisfaction and ROI.
The new analytic reports include:
- Virtual Assistant Performance Metrics: These quantifiable measures evaluate how effectively and efficiently SUVA resolves customer queries. They include deflection rate, abandonment rate, and handover rate, all measured wrt. the total conversation volume.
- Business Value Metrics:These metrics assess the return on investment (ROI) associated with SUVA implementation. They include customer satisfaction (CSAT) with the chat session experience and the average cost saved by deflecting inquiries from live agents.
- LLM Usage Metrics:These metrics encompass key aspects of user interactions with large language models (LLMs). They include total requests, input and output tokens, average response time, and average LLM error rate. By analyzing these metrics, businesses can optimize LLMs for more relevant, contextual, and engaging responses.
“The present virtual assistant landscape is fragmented and competitive in nature,” says Vishal Sharma, CTO, SearchUnify. “One inefficient response can erode user trust and lead to customer churn. That’s why we’ve significantly enhanced SUVA over time. The product not only continues to deliver relevant, contextual, and intent-driven experiences but also provides invaluable data-driven insights through its upgraded analytics dashboard. This empowers business leaders to make informed decisions, maximizing bot efficiency, user satisfaction, and ultimately, ROI of conversational experiences.”
Aashish Gupta, Senior Product Manager, SearchUnify, emphasizes, “The integration of Large Language Models (LLMs) into virtual assistants presents a significant opportunity to enhance customer support experiences. However, responsible implementation requires addressing inherent biases and ensuring accuracy in responses. SUVA, along with performance analytics, provides actionable insights into LLM usage, enabling organizations to fine-tune their models for errors and deliver more accurate, personalized responses, ultimately enhancing customer satisfaction and loyalty.”
About SearchUnify
SearchUnify is a unified cognitive platform, by Grazitti Interactive, and is built on a machine learning and insights engine. The platform boasts a suite of AI-powered products, including Cognitive Search, SUVA (SearchUnify Virtual Assistant), Agent Helper, Knowbler (Knowledge Enabler), Escalation Predictor, and Community Helper. Leading enterprises globally rely on SearchUnify for revolutionizing information discovery and elevating support outcomes.
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