Looker’s Solution for Contact Center AI, which helps businesses gain a deeper understanding and appreciation of their customers’ full journey by unlocking insights from all their company’s first-party data such as overlaying call center data with in-store interactions to identify previous points of friction. Call centers can converse naturally with customers and deliver outstanding experiences by leveraging artificial intelligence. Businesses can better understand contact center experiences and take immediate action when necessary to make sure the most valuable customers receive the best service.

Looker CCAI Insights Block allows you to connect call center data with other first party data sources to provide insights within the context of your business.

Looker makes CCAI data analysis simple, and provides secure access to granular transcript-level data, allowing teams control over and audit access to sensitive data types. With CCAI, the thorough analysis of customer interactions becomes accessible by leveraging AI-driven transcription and sentiment analysis. This granular data can be analyzed using Looker to uncover new insights — allowing businesses to better understand contact center experiences and take immediate action when necessary.

  • Gain a deeper understanding and appreciation of your customers’ full journey by unlocking insights from all your company’s first-party data:
  • Combine the richness of CCAI Insights data with the power of Looker for data exploration and reporting
  • Combine CCAI data with your business-cricitial first-party data to find new insights that increase efficiency and potential revenue
  • Easily slice, dice, and expand on Insights data from the Looker console, making it easy to build new reports and share valuable metrics with other teams (e.g. Product managers, sales ops, etc)