Your system called it successful.
The customer called it quits.
Conviva measures the Quality of Experience customers get from your AI agents and streaming apps, revealing what your tools miss and whether customers convert, come back, or leave.
Trusted by brands where experience is revenue.
Perfect response.
Lost customer.
Same conversation.
Most unhappy customers never tell you, but they give you clues.
• Correcting the agent
• Repeating the request
• Finishing the task themselves
Traditional tools grade the response. They don't tell you if the customer on the other end had a good experience.
The signals your evals can’t see.
Intent
Did the agent understand what the customer asked for, or answer a different question?
Sentiment
Did the experience get better or worse each time the customer had to correct or repeat themselves?
Outcome
Did the customer get what they came for in the chat, or have to finish it somewhere else?
Stop chasing better scores.
Start driving better experiences.
Drive conversion
See where the agent experience is hurting conversion, then fix what’s causing customers to abandon, spend less, or leave without buying.
Increase satisfaction and retention
Track sentiment shifts throughout every interaction to pinpoint where trust starts to waver and address the issue before it leads to dissatisfaction or churn.
Reduce cost
Lower the cost of every interaction by eliminating unnecessary work and using lower-cost models where they won’t compromise the customer experience.
We’ve seen this before.
Conviva pioneered Quality of Experience analytics for streaming by showing the industry that technical performance alone couldn't explain what viewers experienced. Today, we're applying that same lesson to AI agents.
Built for experience at massive scale.
Capturing customer behavior
Processed in real time
In experience intelligence
The Conviva Quality of Experience Platform
One platform for Quality of Experience, from AI agents to streaming.
Built for real-time, production-scale experience analytics.
Agent Experience Insights
Agent analytics for what happens during and after every interaction. Connect intent, sentiment, and outcome to find where the experience breaks down and why.
Streaming Experience Insights
See Quality of Experience across video, ads, and apps on a unified timeline to understand what’s driving engagement and get to the root cause before it costs you viewers.