Concentrix, a global leader in digital customer experience, partnered with Dimension Labs to optimize chatbot performance for a brick-and-mortar retail client looking to enhance satisfaction on their e-commerce channel. With advanced analytics and reporting capabilities, Dimension Labs enabled Concentrix to establish a process of continuous improvement, achieving faster resolution times, higher task completion rates, and improved CSAT scores.

The partnership with Dimension Labs has been instrumental in supporting our remarkable improvements in self-service performance and customer journey optimization. — Jenny Burr, Speech Science & Analytics

Key Metrics

• Significant increase in task completion rates.
• Reduction in average handling time per customer interaction.
• Improved customer satisfaction scores.
• Cost savings through streamlined optimization and improved efficiencies.

The Challenge

Concentrix faced difficulties in measuring and optimizing chatbot performance for complex user flows involving order status, returns and exchanges, loyalty programs, and gift registries. The key challenges included:

• Limited visibility into why and where customers were escalating interactions.
• Scalability issues in reviewing and analyzing large volumes of transcript data for specific intents.
• Difficulty pinpointing areas of friction within user journeys, hindering their ability to refine and improve bot flows.

The Solution

Dimension Labs provided Concentrix with a comprehensive conversational analytics platform to tackle these challenges.

Key Capabilities Utilized:

• Flows and Goals Analysis: Enabled Concentrix to identify specific points in the user journey that needed optimization, providing targeted visibility into customer behaviors and escalation drivers.
• Bot Health and Performance Insights: Delivered detailed data on bot accuracy and effectiveness, helping Concentrix prioritize improvements.
• Optimize Module: Offered actionable insights into intent effectiveness, streamlining the process of refining NLP engines and mapping conversational flows to better match customer needs.

These capabilities formed the foundation of a continuous improvement program, enabling Concentrix to systematically enhance self-service performance.

The Results

By partnering with Dimension Labs, Concentrix achieved the following outcomes:

• Improved Bot Performance: Concentrix significantly increased task completion rates by leveraging insights into bot health and performance. Quick identification of critical transcripts for review allowed for more precise optimization.

• Streamlined Operations: Dimension Labs’ reporting capabilities empowered Concentrix to consistently track NLP engine accuracy, incorporate training phrases across bots, and maintain an effective continuous improvement program.

• Enhanced Customer Satisfaction: Transforming raw conversational data into actionable insights, Concentrix redesigned chatbot workflows to streamline the customer journey. These updates led to higher customer satisfaction scores and a more efficient, effective self-service experience.

The partnership with Dimension Labs has driven remarkable improvements in Concentrix’s chatbot performance and customer journey optimization, creating a scalable framework for ongoing success.