Businesses consistently have conversations with their customers. Usually managed by an agent, or nowadays and AI, they don't have insight into the conversations themselves. Are your customers frustrated? What are they saying about your product? Are your conversations closing leads? It's tough enough to keep track of trends yourself, but nearly impossible at scale - let alone keeping track over time.
Bloobability solves this on behalf of your business. You name the trends you want to track-customer satisfaction, conversation sentiment, Bloobability will track these trends over time, so you can see how they change. This is especially useful for a variety of businesses:
- Sales and marketing, who can use Bloobability to track the success of their campaigns.
- Customer support, who can use Bloobability to monitor and improve customer satisfaction.
- Product Insights, who can use Bloobability to track feedback for their new features.
- AI Bots, who can use Bloobability to evaluate the effectiveness or health of their conversations.
Track any trend, at all
Bloobability doesn't require you to pick from a fixed list of trends (or technically speaking, policies) to track. You define the trends you care about, and describe what should count. Bloobability will track them over time for you.
"The order arrived later than promised." "The customer wants their money back." "They didn't like the new feature you added." Those are policies - and once you name them, Bloobability tracks them automatically. You can invent new ones whenever the business changes and no limits on the number of policies you can track.
Probabilities on one scale
Every answer is a probability: how likely a trend is true for this conversation. 0% means you are sure it does not apply. 50% means you cannot tell. 100% means you are sure it does. That number is what you can average, set a cutoff on, or watch over time.
Those numbers sit on one scale, and the scale does not move. A 0.80 today means the same thing next quarter. Nothing is graded on its own curve.
Seventy-nine trends were calibrated individually - the roster Bloobability was measured against. You can see that calibrated list of trends on the model card. You can also invent any trend you want. Custom trends use the same shared scale, so they stay comparable to each other and to the roster.
Insight on a single conversation
Take a support thread. The customer says the headphones they love will not charge. The agent sends a replacement. The customer writes back: awesome, great service. Nobody in that chat had to say "satisfied," "resolved," or "angry."
If those are the policies you sent, Bloobability can mark satisfied and resolved as likely, angry as not, and - if you asked - point at the messages that said so. That is conversation insight: not a summary of the chat, and not a guess at mood. It is a yes or no, with a confidence, for the things you already decided matter.
This can happen across many conversations over time, without need for your intervention. Just view graphs and charts to make strategic decisions about your business.
Trends across many conversations
One conversation is a read. At scale it is a picture: graphs and charts of how your trends move across every thread you have. Happiness up. Refunds down. You see the shape, not a pile of tickets.
That view lives in the new Trends tab in your Blooio dashboard. If you want the scores in your own tools, you can also call it yourself through the API.
Not sure what to track yet? Blooio can suggest new trends from your recent conversations. Keep the ones that matter and drop the rest.
What this is not
It is not a chatbot, and it does not send the next message for you. It does not replace your CRM. It tracks trends over time for your business or if you're more technical, you can call it via the API and get a structured answer you can store, chart, or act on.
If you want the measurements, the thresholds, and the fine print, that lives on the model card. This page is the idea, and that page is the proof 😊