Demo Library

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Service Experience Management
Experience Analytics

SEM in action at an Online Travel Agency (part 1)

Watch this demo session to see how KANA SEM Agent Desktop can be used to manage a service experience between a travel agency and its customers and partners such as car rental agencies. KANA SEM Agent Desktop improves handling time and streamlines the route to resolution—increasing satisfaction and reducing cost for better customer service all-around.

SEM in action at an Online Travel Agency (part 2)

See how the Agent Desktop for an online travel agency was built and experience how easy it is to make changes to the process flow, user interface and create business objects. This demo provides an introduction to the design tools of KANA SEM.

See KANA SEM Self Service in action.

Experience self-service personalization, search, KPI optimization, knowledge-infused processes, support escalation and deflection—all from a customer perspective.

See the KANA SEM Agent Desktop in action.

Experience how the Agent Desktop manages all aspects of an agent's workday with knowledge-infused processes and service experience optimization—from handling and resolving cases, improving and contributing content to taking care of customer service and support issues.

Introduction to the Design tools in KANA SEM.

This introductory walkthrough shows you all the possibilities and benefits of the KANA SEM designers that allow you to build Experience Flows™, forms, scripts, searches and screen designs.

Visual Experience Designer

The Visual Experience Designer puts business in control of the user interface. Design workflows for agents and experiences for customers. Point-and-click your way to add functionalities and create new experiences in minutes.

Forms & Scripts Designer

The Forms & Scripts Designer is built for business. It's WYSIWYG and lets you integrate data from anywhere in your ecosystem—order management, billing, inventory, CRM system—with ease. This demo describes the purpose of forms and business objects and shows how they can be further used as script and decision tree objects.

Search and Find Designer

This segment provides an overview of how to build search and find functionalities in KANA SEM.

SEM Experience Analytics Dashboard

SEM Experience Analytics includes a unified and highly customizable dashboard across social media and direct channels. The dashboard provides dynamic interactive navigation of direct feedback and social media analytics including:

Category and sentiment metrics
Trend lines for estimating downward or upward slopes over time
Mouse-overs and drill down to accelerate root cause discovery
Adjustable date ranges and thresholds
Reports widget with access to favorite insight reports
User customizable
Continuous daily refresh

SEM Experience Analytics Engagement Workflow

In addition to advanced analytical capabilities, users can quickly identify, annotate, flag, assign, email, and route individual comments with new workflow features. Additionally, the SEM Experience Analytics dashboard now contains a widget that will display prioritized tasks assigned from other users.

Phrase-Based Categorization

Phrase-Based Categorization enhances automated categorization capabilities by tackling the task of reliably identifying multiple topics in individual comments, forum posts, emails, or other social media and direct-to-company feedback messages. This capability is especially effective for longer posts or responses, particularly social media sources, where the author may cover multiple subjects.

SEM Experience Analytics Interactive Drilldown

The interactive drilldown give you the capability to see the biggest picture of your customer feedback and social media channels and quickly drill down to actionable insights. You can identify the what, where, who, and when about any aspect of what's being said about your company, products, competitors, services, etc. at the highest level to the most detailed level with just a few clicks.

Emerging Topic Alerts

SEM Experience Analytics automatically identifies and reports emerging topics and distinct changes in the data. Each new topic is characterized by associated word clusters, charts showing velocity and relevance, and a sample of representative verbatim.

Report Manager

On-demand report creation and distribution workflow gives business users flexible access to data captured by SEM Experience Analytics.

Create, save, share, and schedule reports
Simple and advanced filtering for deep analysis by source, category, sentiment, author, and other variables
Provides instant visibility into sentiment by theme, topic product, service, region, source, author, or any other tracked data
Enables dynamic navigation and drill down to verbatim comments mapped to sentiment
Print, export, schedule, and email
Unlimited users and reporting per implementation