New Glia Quality AnalystGPT Creates AI Superpowers You’ve Never Had Before
If you’re older than about 45 or so, you probably remember when search engines were a new-ish thing. Maybe it was Lycos, or AltaVista, or the forgettably unforgettable Ask Jeeves.
Do you remember the feeling when you first figured out what you could do with these things? You could ask it anything and it would conduct a complete forensic examination of the entire World Wide Web–then show you what it came up with, all in a matter of seconds.
Well, here we are a quarter century later, so now… what if you could now have that same feeling–for the first time ever–with the mountains of data you have about your interactions with customers? What if you could ask just about anything, and get an instant report?
That power is now well within your grasp with the pending launch of Glia’s new Quality AnalystGPT feature, part of the Glia Cortex suite of conversational AI tools.
Here’s just a small sampling of the kinds of things you can be asking–across a wide variety of categories:
Company-wide Overall CX Performance
- How well do our agents use empathetic language with customers?
- For all interactions during [month], what is the quality of service we provided to our customers?
- How can our agents improve when it comes to security protocols?
Individual Frontline Agent Performance
- For all interactions in [month], score Agent [name] on each of the following:
- Agent’s ability to understand and solve the customer’s problem.
- Agent’s product knowledge and explanation skills.
Macro Trends and Improvement Opportunities
- What were the top 5 things customers were interacting with us about during [month]?
- What are our customers asking about in regards to our credit cards?
- List the top 5 areas of improvement for agents across all interactions.
As a researcher in the fields of Customer Service and CX, this new tool feels like the coolest Christmas present ever. (I hope you feel the same!) You can ask an AI chatbot virtually any question, big or small, and the entire data set of your customer interactions can be mined in seconds.
Think about what you used to have to go through in order to get these kinds of analyses and insights in the past. At best you’d have to ask someone (likely an analyst) to do a report for you, then wait a few days to find out what comes back. Now, also think about the questions and inquiries you wouldn’t even bother to ask–because it would be too cumbersome and laborious for anyone to even try to find the answers you’re looking for.
With this new conversational AI tool, you are free to explore your own data in ways you’d never dared to imagine before. Think about what you could learn, how you could pinpoint immediate improvement opportunities, and how this new power can make you a far more effective leader.
If you could ask your data anything–what would YOU ask?
