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Conversation Analytics

Insights for Your Journey to Service Excellence

With Mercury Analytics, you understand what truly drives your customers—and how to improve your service processes step by step.

How it works

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Keeping an eye on the success of automation

Always keep a close eye on how many inquiries your chatbot resolves independently and when a handoff to your service team occurs. This allows you to immediately recognize the relief effect on your employees and measurably track how much efficiency your automation delivers.

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Dashboard with charts and statistics shows analysis features of the mercury.ai platform
Top center: Line chart with handover rate shows transitions between chatbot and human support at mercury.ai

Handover distribution heatmap illustrates activity patterns and chat times in mercury.ai analytics

The right employees at the right time

When is your service team under the greatest pressure? With Mercury, you can identify peak demand on a daily, weekly, and seasonal level. These insights enable precise shift planning and ensure your employees are available when your customers need them most.

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Continuous Optimization of Your Chatbot

Learn directly from your customers' questions. Mercury Analytics shows you which topics occur most frequently and where your chatbot needs fine-tuning. This allows you to continuously develop your AI and close gaps before they become real service issues. Just a few steps to service excellence.

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Timeline of a mercury.ai conversational AI platform dashboard.

Multi-colored line chart showing user statistics and performance evaluation in mercury.ai dashboards

Precise drill-downs for maximum transparency

Segment user groups with powerful custom filters: by behavior, preferences, channels, or interaction patterns. This allows you to gain deeper insights, identify areas for improvement, and tailor your service offering specifically to different customer segments.

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Frequently Asked Questions

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Conversational Excellence

AI chatbots for complex service processes

Reduce ticket volume for standard requests by up to 90%. With native CRM and ERP integration, our AI chatbots autonomously resolve complaints, status inquiries, and more.

Control, not a black box.

Mercury.ai uses Generative AI only for phrasing responses, not for determining facts. Every answer is strictly based on your verified knowledge sources — no world knowledge, no invented answers.

Fast

GDPR

Precise

No-code for business teams.

Your departments design and manage chatbots independently. IT only handles integrations. Full control, minimal overhead.

No-code editor: Hand inserts a new element into the Mercury.ai Studio Builder with a click

Security made in Germany.

Proven, secure Conversational AI — hosted entirely in Germany, 100% GDPR-compliant, and built to meet the highest standards. Always aligned with state-of-the-art technology.

Illustration of the Mercury.ai 'model orchestra': Various icons visualizing the interaction of specialized AI models.

Orchestrated Intelligence.

Most providers simply pass queries to a single large language model. Mercury.ai uses an orchestrated stack of specialized AI models — each handling a distinct step: understanding, retrieving, verifying, and phrasing.

The result: deterministic, reliable outputs with every query — fully independent of external model updates.

Smart & Scalable

Conversational Excellence

AI chatbots for complex service processes

Reduce ticket volume for standard requests by up to 90%. With native CRM and ERP integration, our AI chatbots autonomously resolve complaints, status inquiries, and more.