ORLANDO / WINTER SPRINGS, Fla. — The Datanautix ChatStat solution, built on its proprietary artificial intelligence-based platform, Ana, is now generally available. The solution has been developed in partnership with several large global providers of chat support services and been tested on a global basis in multiple languages.
ChatStat will provide companies with a previously unthinkable level of insight. In a couple of clicks companies can see which agents are driving the best and worst customer experiences. ChatStat can also quickly identify which process step in the chat is the biggest source of cost and customer dissatisfaction.
ChatStat is the first chat analytics platform that uses machine learning and natural language processing (NLP) to understand customer experiences. Built on the artificial-intelligence powered Datanautix Ana platform, ChatStat takes chat transcripts and tears them apart into their underlying process steps such as opening, closing, and problem description/resolution. By quantifying a lot of highly qualitative data, companies can now identify, by agent, what to coach and provide feedback on. In some pilots, clients observed as much as 40 percent reduction in chat handle times.
“We are excited about the capabilities ChatStat brings to the market. Understanding customer experiences in the support process is critical to the success of any business and I know the ChatStat solution can help drive faster and better insights into those experiences. We have built ChatStat to work right out of the box for any industry,” said Sanjay Patel, CEO of Datanautix.
“Datanautix is in the business of helping organizations quickly determine what makes their customers happy and unhappy, and this is one more tool to realizing that goal,” Patel added.
Datanautix is a client company of the University of Central Florida Business Incubation Program in Winter Springs.
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Datanautix specializes in building software to help companies make sense of customer feedback. With product offerings in comment analytics as well as sales/service chat analysis, Datanautix has helped companies across the world, in industries ranging from healthcare to customer service. Powered by proprietary machine learning and natural language processing algorithms, the Datanautix SaaS platforms are designed to accelerate the time to actionable insights from raw open-ended customer feedback. For more information, visit www.datanautix.com.
About the UCF Business Incubation Program:
The University of Central Florida Business Incubation Program is a community resource that provides early-stage companies with the tools, training and infrastructure to become financially stable, high growth / impact enterprises. Since 1999, this award-winning program has helped hundreds of local startup companies reach their potential faster by providing vital business development resources.
With seven facilities throughout the region, the UCF Business Incubation Program is an economic development partnership between the University of Central Florida, the Corridor, Orange, Osceola, Seminole and Volusia Counties, and the cities of Apopka, Kissimmee, Orlando and Winter Springs. Participating companies sustain more than 3,600 local jobs and have had a total impact of $1.51B on regional sales and $2.48B on regional economic output. During the last fiscal year, the program has returned $7.95 for every $1.00 invested in the program. For more information, visit www.incubator.ucf.edu