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You think your AI agent is doing a good job. Your customers disagree.

Agent Experience Insights connects customer behavior with agent conversations across every interaction, then isolates the patterns and root causes your eval scores and top-line averages hide.

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A correct response and a happy customer are two different things.

But your tools only tell half that story. Agent observability tells you the system ran. Evals tell you the Quality of Response (QoR): whether the answer was accurate, relevant, and grounded.

Conviva extends agent analytics beyond the trace to show the Quality of Experience (QoE): whether the customer reached the best outcome with the least effort.

See the whole customer experience.

  1. Understand what the customer actually wanted.

    Track intent as it evolves across the conversation, not just whether the agent eventually produced an answer.

  2. See how the experience changes along the way.

    Follow sentiment across the interaction to spot frustration even when the response itself scores well.

  3. Know what happened after “resolved.”

    Connect the conversation to the surrounding customer journey, including search, cart, purchases, tickets, escalation, correction, and abandonment.

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.

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.

Real-time analytics at the scale customer experience demands.

Conviva analyzes every interaction in real time, backed by 20 years of Quality of Experience expertise at massive scale.

SENSORS
7 Billion+
Capturing customer behavior across apps, sites, and AI agents
EVENTS PER DAY
5 Trillion+
Processed in real time
PATENTS
80
In experience intelligence

Find where it’s failing.
Understand why.
Know what to fix.

Searching traces for the root cause is like looking for a needle in a haystack when you don’t even know what the needle looks like. Conviva analyzes every interaction to surface where poor experiences are concentrated, then helps you narrow in on what’s different.

See the failures sampling can hide.

Analyze every interaction, not a sample, so smaller, costly failure patterns don’t get hidden in the average.

Find exactly where revenue is leaking.

Break down poor experiences by intent, customer segment, behavior, device, tool call, and more to find where conversion starts to fall apart.

Understand what’s driving the loss.

See what customers did inside and outside the chat to pinpoint what led to the lost sale.

Fix what’s broken.

Identify the prompt, context, tool, or model behavior that needs to change.

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 what Agent Experience Insights finds in your own agent.

Send 30 days of the trace logs you already have. See exactly where your agent is losing revenue in less than four weeks. No new SDK. No code change. No production risk.

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