Clarity back office

This guide introduces the Clarity back office and its elements.

What is Clarity back office

The Clarity back office interface consists of two key components—transcripts and agents.

Transcripts

Transcripts are detailed records of conversations between customers and Clarity. Reading through transcripts helps you analyze the customer interactions with Clarity in detail.

Agents (personas)

An agent represents a Clarity personality that targets a specific business goal. You can create and tailor multiple agents with a unique goal, catalog, language, currency, and content settings. Agents show distinct behaviors aligned with their purpose. The following are a few examples:

Fashion sales agent: The fashion agent speaks in a trendy, youthful tone for the fashion-savvy audience. It sells trendy clothes or accessories using your fashion catalog.
Czech skincare agent: The skin care agent for the Czech Republic region speaks Czech. By acting as a skin health guide, the agent builds brand loyalty among your customers.

Launching use cases with agents

While an agent targets a single goal, it adapts to different use cases on your website. The agent's core purpose remains the same. You can tailor its implementation to remove the friction points for each use case. For instance, a sales-focused agent might assist users on product listing pages (PLP), product detail pages (PDP), and throughout the checkout process.

When to use Clarity back office

During the Clarity integration process, Bloomreach configures the settings for individual agents, such as Clarity agent name, logo, language, and tone of voice. You can modify the settings later and perform the following tasks:

Transcripts

Improve Clarity support: Evaluate and review customer transcripts to improve Clarity conversation quality. See where Clarity sells a product, encourages add to cart, or explains product features.
Make data-driven decisions: Study transcripts to categorize and analyze customer interactions for informed decision-making.

Agents

Multi-region support: Launch Clarity agents in different languages to support customers from multiple regions, such as the USA and Europe. Note that each agent uses one language. Although Clarity agents understand queries in all languages, they respond in their default language.
Brand agent chats: Tailor agent conversations to your brand’s tone and language.
Improve response quality: Keep Clarity agents in sync with the latest product data for rich and relevant responses.

To modify agents or see transcripts, open the Clarity back office.