Transforming Digital Customer Interactions with GIA

Executive Summary

The Glassbox Insights Assistant (GIA) transforms the analysis of digital customer interactions by leveraging the generative Al capabilities of Microsoft's OpenAl. This cutting-edge technology enables businesses to easily and efficiently extract actionable insights from user sessions on websites and mobile apps, as well as mobile and ad-hoc reports.

This whitepaper explores the challenges associated with session replays and report analysis and provides an overview of GIA's innovative solutions. We highlight how GIA can be used to easily search for relevant sessions and its ability to summarize any session or report in seconds, all while providing actionable insights.

Introduction

Every user interaction on your website or app generates a great deal of data. This includes information about the user, the actions they took and any issues they encountered during their visit. While this data is incredibly useful, it can easily become overwhelming. Typically, businesses need a team of data-savvy analysts to sift through this information and translate it into actionable insights. GIA simplifies this process through Al-driven session search and summaries, providing a concise, actionable overview of your digital interactions.

The Problem

Businesses today struggle to analyze the massive amount of data they collect from millions of user sessions on websites and mobile apps. Traditional analysis methods are inefficient and often miss crucial insights, delaying the identification and resolution of user experience issues.

This inefficiency negatively affects business performance by missing opportunities to optimize for conversions. When businesses do not quickly resolve user experience issues, potential customers may leave dissatisfied, resulting in lower conversion rates. Moreover, delays in analysis and action can harm overall customer satisfaction, which is vital for the long-term success of any business. Slow responses to customer issues can create lasting negative effects and will reduce the number of satisfied customers who are likely to return and recommend the service to others.

The Solution

GIA, powered by Microsoft's OpenAl generative Al technology, simplifies the analysis of digital interactions using a two-pronged approach. First, GIA lets you use everyday language to write queries and quickly locate specific sessions you want to analyze. This approach eliminates the need for complex filtering and significantly speeds up the time it takes to answer your business questions. You can ask questions in simple English or any other language.

Second, GIA provides detailed summaries alongside practical suggestions for resolving specific issues. Instead of watching an entire session or exporting and analyzing a funnel report, GIA allows you to see the highlights within seconds. These features make GIA an essential tool for session replay, enhancing data accessibility and simplifying the process for anyone to derive value from recorded sessions or reports.

Key Features

• Session Search: GIA offers robust session search capabilities, enabling users to conduct searches in plain English or any other language. Craft simple queries to find sessions from specific countries or browsers, or input more detailed queries, such as "Find all mobile sessions that visited the checkout page and experienced a crash." This streamlined approach makes the data accessible to everyone, not just technical users. It allows for quick and easy extraction of answers to business questions like, "How many people abandoned their carts with over $1000?" or "What are the most common struggles for mobile users?"
• Session Summary: GIA simplifies the process of analyzing complex user sessions by summarizing them and providing actionable insights. It distills key user interactions into clear and concise highlights, enabling teams to quickly identify user behavior patterns, key engagement points, conversion challenges, and opportunities for optimization. This functionality supports strategic decision-making, improving customer experiences and driving superior business outcomes
• Mobile Reports Summary: GIA streamlines the analysis of mobile reports by extracting key takeaways and providing actionable insights. It dynamically highlights the most relevant information from any of the seven mobile reports-Overview, Crash Analysis, Network Performance, Device Performance, Engagement, Struggles and Versions. This helps teams quickly identify performance issues, engagement opportunities and optimization strategies for mobile devices. 
• Ad-Hoc Reports Summary: GIA enhances the analysis of ad-hoc reports by delivering key takeaways and actionable insights for any report type, including Funnel Reports for conversion analysis, Custom Reports with personalized dashboards, or Alerts and Anomaly Reports to track errors or fraudulent activity. This enables all Glassbox users, technical or not, to easily understand report insights without the need for exporting or additional analysis.

Use Cases and Applications

As a generative Al tool, GIA offers extensive applications across various industries. Let's take a look at several practical examples, which demonstrate how GIA is effectively used to streamline processes, optimize user engagement and improve decision-making in diverse business scenarios.

• Enhancing Finance Website Functionality
  Financial organizations rely heavily on application forms and focus their efforts on increasing these forms' conversion rates. They can use GIA to quickly identify user struggles on application pages by querying, "Show all sessions where users visited the application page and experienced a struggle." This approach allows them to pinpoint specific issues in minutes. Users can then create ad-hoc funnels to evaluate the extent of the issues and adjust the application process accordingly.
• Optimizing A/B Testing
  Marketing teams can utilize GIA to optimize A/B testing by filtering sessions based on specific demographics, such as users from a certain country on a particular device. A query like "Find all sessions from [Country] on [Device] that visited Page A" allows them to segment data accurately and assess how different variables influence user behavior.
• Streamlining E-Commerce Analysis
  E-commerce companies can use GIA to streamline the analysis of lengthy user sessions where customers view dozens of product pages. By employing GIA's session summary feature, teams can quickly gain insight into user behavior patterns, such as time spent before purchase or cart abandonment. These insights allow them to adjust the site layout and product placement to better align with customer preferences and increase sales.

Customer Success Story

A senior digital product manager at a finance company* uses GIA to identify shortcomings in customer experience. GIA allows them and their team to perform session searches by asking questions in straightforward, plain English. They no longer need to create complex queries with multiple filters, and instead, have begun using GIA queries across the department. This feature has made the recorded sessions module accessible to all team members, regardless of their technical expertise. Moreover, the manager notes the advantage of being able to analyze every user interaction without having to tag specific elements. *Source

Implementation and Integration

All Glassbox users using version 7 with session replay automatically gain access to GIA without needing extra implementation or integration. This setup allows businesses to start using GIA quickly and easily right away.