The best judge of your agent
is your customer.
Quality of Experience means understanding the entire customer journey, not just the agent conversation. Conviva connects what the customer wanted, how the conversation unfolded, and what happened inside and outside the chat in real time.
See the whole customer experience.
Understand what the customer actually wanted.
Track intent as it evolves across the conversation, not just whether the agent produced an answer.
See how the experience changes along the way.
Follow sentiment across the interaction to spot frustration even when the response itself scores well.
Know what happened after “resolved.”
Connect the conversation to the surrounding customer journey, including search, cart, purchases, tickets, escalation, correction, and abandonment.
What agent observability misses.
The metrics that reveal what response scores can’t.
Start with these out of the box. Build custom experience metrics around the behaviors that matter to your business.
Turns to Confirmed Intent
How long does it take before the agent actually understands what the customer wants? More turns mean more friction, more wasted tokens, and higher cost.
Clarification Ratio
How often does the customer have to repeat or restate the request? A high ratio signals unnecessary effort and a frustrating experience.
Manual Search Between Turns
When does the customer quietly work around the agent and search for the answer themselves? That behavior signals lost trust and a higher risk of abandonment.
Scope-Narrowing Rate
When does the customer settle for less than they originally asked for? The interaction may look successful while conversion value drops.
See every interaction, not just a sample.
Sampling can hide the smaller failures that cost you customers. Conviva delivers full-census AI agent analytics across every interaction in real time, backed by 20 years of Quality of Experience expertise at massive scale.
Capturing customer behavior
Processed in real time
In experience intelligence
Real customers. Real experiences. Real outcomes.
Testing can tell you whether an agent behaves as you expected. Conviva shows you how it actually performs with real customers, when conversion, cost, satisfaction, and retention are on the line.
Increase conversion
Spot the interactions that look successful but still end in no purchase, lower basket size, or abandonment. Fix what’s getting in the way of conversion.
Reduce cost
Cut unnecessary turns, retries, escalations, and wasted tokens by fixing the specific failure rather than tuning the whole agent. Know when you can route to a lower-cost model without sacrificing the customer experience.
Increase satisfaction and retention
Catch frustration, correction, verification, and silent failure before they become poor CSAT or churn.
Find where it’s failing. See why. Know what to fix.
Find the failing cohort
Find interactions that looked successful but still ended in no purchase, lower basket size, or abandonment.
Pinpoint the cause
See the impact, then narrow it by customer type, intent, behavior, device, or outcome until you find what’s driving it.
Improve the experience
Turn insights into targeted changes to prompts, context, tools, or models, then feed them back into the agent.