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AI CONTACT EXPLORER
Monitor + Tune Every Agentic AI Bot Conversation in Your Contact Center
Customers don't hate AI — they hate bad experiences. AI Contact Explorer (ACE) audits 100% of your agentic AI voice and digital bot interactions on Amazon Connect Customer, automatically detecting hallucinations, business process failures, customer frustration, and transfers to live agents so your team can fix issues before customers ever feel them.
THE AI BLIND SPOT
Agentic AI is scaling faster than anyone can monitor it
The rush to deploy agentic bots has outpaced the ability to audit what they actually do — and customers are already telling researchers how that's going.
59%
of consumers say AI agents are frustrating to deal with.
Source: AnswerConnect / OnePoll survey of 6,000 consumers, April 2026
$3T
in global revenue is at risk from poor customer experiences every year.
Source: AmplifAI, Customer Service Statistics 2026
~1 in 5
consumers who used AI customer service report 0 benefit from the experience.
Source: Qualtrics XM Institute, 2026 Consumer Experience Trends Report
Only 14%
of self-service interactions fully resolve the customer's issue.
Source: Gartner
The data is clear: if you don't know what is happening with your agentic bots, it is costing you.
BEYOND TRADITIONAL BOT AUDITING
Six questions AI Contact Explorer answers about your agentic AI bots
Traditional QA samples a handful of calls a month. ACE reads 100% of interactions and turns them into answers your team can act on today.
INTENT PERFORMANCE
Which intents are your bots handling well?
Monitor critical customer intents in self-service
Increase call containment
Improve CSAT
RESPONSE SPEED
Are your agentic AI bots fast and responsive?
Find and correct latency in responses
Fix sluggish integrations
Improve CSAT
FAILURE POINTS
Where do bots fail and transfer to live agents?
Tune problematic turns
Pinpoint negative experiences
Find business process gaps
EXPERIENCE OVER TIME
Are bots improving customer experience?
Are bots improving customer experience?
Improve CSAT by monitoring sentiment
Track CSAT across new bot versions
HALLUCINATION DETECTION
How can I detect hallucinations in agentic AI bots and monitor performance after new releases?
Monitor 100% of interactions against business rules
Deploy corrections and track performance release over release
Compare results across LLM, speech, and text models
ISSUE PRIORITIZATION
How do you prioritize what bots get wrong?
Log issues by severity
Assign issues to business, IT, or USAN's AI experts
Fix what's driving negative experiences
Analyze every agentic voice and digital conversation
Detect issues and hallucinations
Rank issues by severity and business impact
Tune and improve your bots
Release new versions and monitor results
Explorer
HOW IT WORKS
Continuously improve your agentic AI customer experience bots
ACE isn't a one-time audit — it's a continuous loop. Every conversation feeds the next release, so your customer experience bots get measurably better each time you ship.
Higher resolutions & containment
Lower escalations & transfers
Fewer hallucinations
Higher CSAT & better outcomes
Ready to gain oversight into your agentic AI bots and start designing bots that will actually resolve customer inquiries?
Schedule time with our CX experts today to get started now.