Intent
Did the agent understand what the customer was trying to do?
Your systems called it successful. The customer called it quits.
We defined Quality of Experience for streaming. Now we're defining it for agents.
Conviva shows you what your tools miss: what your customers are actually experiencing, and whether that experience drives conversion, retention, or churn.
Trusted by brands where experience is revenue.
The most dangerous agent failures are the ones you think are working.
Traditional agent analytics tools grade the response and trace. They don't see the broader customer experience: whether the customer buys, opens a ticket, or never comes back.
Your agent can follow every rule, complete the task, and still fail if the customer leaves frustrated. Most unhappy customers never tell you. You see it later in lower conversion, retention, and repeat business.
The same conversation.Two very different verdicts.
WHAT THE EVAL SAW
The response passed.
WHAT THE CUSTOMER EXPERIENCED
The experience failed.
Evals score the response. Agent Experience Insights reads the customer's behavior inside and outside the conversation.
The signals your
evals can't see.
Quality of Experience isn't defined by a single metric. It's revealed by how the signals line up and where they don't.
Sentiment
Did the experience get better or worse as the interaction unfolded?
Outcome
Did the customer get what they came for, and what happened next?
Make customer experience your competitive advantage.
Drive conversion
Find interactions that look successful but still end in no purchase, lower basket size, or abandonment. Fix what’s getting in the way of conversion.
Protect 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
Catch repeated clarifications, dead ends, and unnecessary escalations driving up the cost of every interaction. Know when you can use a lower-cost model without sacrificing the customer experience.
