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Dashbot Executive Interview

Eric Griffing, Head of Growth, Dashbot

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Sheri Greenhaus, Managing Partner of CrmXchange, spoke with Eric Griffing, Head of Growth of Dashbot, a data platform, which offers insights from unstructured data in customer interactions, benefiting large organizations in various industries. They discussed how Dashbot helps analyze customer journeys, optimize AI, and mitigate risks in AI implementations while emphasizing the value of unstructured data for understanding customer sentiments.

Sheri: Can you tell us about Dashbot

Eric: Dashbot has been around for nearly a decade. We service large organizations with a high volume of customer interactions, including industries such as insurance, airlines, tech, and financial services. We are a data platform for unstructured data (chatbots, live chat, voice, text) that helps our customers analyze different customer interactions. Customers typically interact with businesses across multiple channels, and we combine all of these data sources together to provide valuable customer insights.

Sheri: In essence, you are providing a single source of truth for the customer's journey.

Eric: Yes, our platform visualizes user journeys. Instead of looking at a single interaction with a customer, like a single phone call or a social media post, it provides a lot more context by understanding what happened before and after each interaction.

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Sheri: Your platform compiles the data so a company can look at a customer journey and assess the final outcome. What is then done with all the data?

Eric: That's a good question. In large companies with multiple teams, often the data is siloed. Each team may focus on a specific channel or aspect of customer interaction. Our goal is to bring all these client-facing teams together and provide them with cross-channel data for analysis. Every customer interaction can have positive or negative sentiment, and we help identify the causes of negative sentiments, such as refunds or other issues that impact a company financially.

Sheri: With drilling down, is the analytics and the data residing with you?

Eric: There is a three-step process. First, you connect all your data sources to Dashbot. Second, you perform analytics and data exploration using our tool called Data Slicer, which allows you to delve into unstructured data. Third, you create custom dashboards to monitor changes over time. We provide the tools for you to explore and analyze the data effectively.

Sheri: What does a company receive when they get Dashbot?

Eric: It depends on the company, but we usually start with one data source. For example, we can export customer surveys or connect to contact center data. We aim to show immediate value by letting you connect any data source. Over time, you can connect additional sources, and our customer success team helps build initial dashboards.

Sheri: I assume the real value comes from identifying all the different channels someone's coming in on and analyzing the overall picture.

Eric: Absolutely, it's about pulling together data from various channels and understanding the qualitative aspects of customer sentiment. We extract valuable insights from unstructured data like open-ended survey questions, giving you a more comprehensive view of customer sentiment.

Sheri: Multiple words can mean the same thing. How does the system aggregate similar sentiments?

Eric: We use several models and databases to continuously improve sentiment understanding.

Sheri: What is the profile of the organization that can best use Dashbot?

Eric: We work with organizations that have a lot of data and want to improve customer experience. If you have a significant amount of customer data generated across various channels, Dashbot can help you gain new insights.

Sheri: What type of technologies do you complement?

Eric: We are not the end solution like an IVR or a chatbot builder; we partner with them to provide data labeling, analytics and optimization. We excel when an enterprise has a stack of tools and a need to quickly pull together and analyze data. We have a universal API that integrates with most data sources or supports CSV uploads.

Sheri: Can companies provide better information to bots based on the insights gained from Dashbot's analytics? 

Eric: Yes, the second half of Dashbot is optimization. We help identify intents that bots might not be picking up on, allowing you to train your models to improve accuracy.

Sheri: Many organizations are looking at AI solutions. How can you help?

Eric: We help organizations hedge the risk of launching AI by allowing them to tap into their existing customer data to understand where the best automation opportunities lie and to track and optimize it in a controlled environment before a full-scale rollout. This ensures AI implementations are successful and customer-friendly.

Sheri: Is there anything else our audience should know about Dashbot?

Eric: Think of structured data as the tip of the iceberg, while unstructured data represents the bulk below the surface. We believe analyzing all unstructured data provides a better daily pulse on how your customers are feeling. Dashbot helps you tap into this valuable resource for a deeper understanding of your customer's experiences.