Pull in Conversations and customer service metrics from Kustomer and other support systems to get actionable insights on performance, and automatically monitor, analyze, and score 100% of agent-customer interactions.
Why integrate Pathlight with Kustomer?
Pathlight pulls in Conversations and metrics from Kustomer to equip businesses with a single pane of glass view into support performance, and deeply analyze and score 100% of your Kustomer Conversations.
Built on the foundation of a contact center-specific Large Language Models (LLMs) and Generative AI, Pathlight can automatically capture, transcribe, tag, and categorize every Kustomer Conversation across every channel, quickly identify quality issues, and discover trends and opportunities to make decisions and personalize coaching for every agent and team based on real-time data.
Features
- Single pane of glass into performance across email, chat, social, text, and other support systems
- Automated goal-setting and evaluation for every metric, team, and individual based on historical performance
- Auto-analyze 100% of Kustomer Conversations from Day 1
- Real-time insights on trends, compliance and fraud issues, sentiment, voice of customer, and more
- Instant summarization of performance and quality with automated coaching recommendations
- Auto-generated tags based on natural language and pre-defined criteria
- Select and analyze Conversations based on tags, ticket status, and other custom fields
- Custom scorecards, side-by-side view, and annotations
- Multi-language support
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