ALTERNA 3.0 · NOW WITH ALTERNA AGENTIC

Stop looking for problems. Let them find you.

Alterna Agentic listens to every customer conversation, tells you what changed and why, and helps your team act before issues spread.

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ALTERNA AGENTIC · now Complaints about waiting time are up 38% since 12:00. Suggested action ready

RECOMMENDED ACTION Add 4 agents to the lunch shift

AssignAssigned

Loop closed214 customers called back by AI voice agents

Illustrative product scenario.

WATCH

See Alterna 3.0 in under a minute.

How Alterna Agentic finds the problem, explains the root cause and closes the loop with your customers, in 60 seconds.

FIRST GLANCE

Don't search for what matters. See it right away.

Your personalized homepage puts customer experience performance, unusual changes, affected segments, and suggested next steps into one clear view.

Good morning, Elif

What changed, where, and what should you do next?

Last 30 Days ⌄

⚠ ATM experience dropped by 12 points for Premium customers

Cash withdrawal errors ↑32% · 1,240 customers affected · Anomaly level: High

Assign Action ↗

NPS 62 ▲ 3

oCX 58 ▼ 4

Feedback 74.6K ▲ 7%

Response Rate 32% ▲ 2%

Experience Monitor Actual · Forecast

Awareness 72 ▲ 1

Consideration 68 On target

Onboarding 60 ▼ 2

Usage 61 ▼ 7 · ATM

Support 68 ▲ 1

Loyalty 70 ▲ 1

What Changed & Who Was Affected View all ↗

CHANGE AFFECTED IMPACT NEXT STEP

ATM withdrawal errors ↑32% Premium
n=1,240 −5 pts Review update ↗

Mobile feedback improved App users +2 pts Explore drivers ↗

Today's Decisions 2 pending

Review ATM software update

ATM Operations · High priority

Investigate call center waiting times

Customer Support · Pending

▾ Explore More · Topic Sentiment · Segment Insights · SLA · Data Health

Illustrative First Glance interface. Figures are sample data used to demonstrate the product workflow.

ANOMALY DETECTION

See risk early. Act before it spreads.

Anomaly Stream flags every score that leaves its expected range, so you see the affected segment and act right away.

Anomaly Stream

Expected range (±1.5 std dev) · Anomalies shown in red

Live

Segment: ATM · Premium ⌄

Aug 26, 2026 · ATM · Premium 12.0 pts below expected Actual 58 · Expected 70 2.6 sigma outside the expected range

Live Feed

Latest anomalies across segments

ATM · Premium 2026-08-26 · -12.0 · 2.6 sigma
High
Call center wait time 2026-08-19 · -8.4 · 2.1 sigma
Medium
Mobile app 2026-08-12 · +6.2 · 1.8 sigma
Info
Branches · SME 2026-08-09 · -5.1 · 1.6 sigma
Medium
Card payments 2026-07-22 · +4.8 · 1.7 sigma
Info

Illustrative Anomaly Stream view. Figures are sample data used to demonstrate the product workflow.

INTERACTIVE PRODUCT TOUR

Try Alterna 3.0 yourself.

Click through a real scenario: an alert, its root cause and the action that follows. It takes about two minutes.

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CUSTOMER EXPERIENCE ASSISTANT

Talk to your data. Turn answers into action.

Ask your Customer Experience Assistant, powered by Alterna Agentic, questions about your customer experience data in natural language. Explore the root causes behind important changes, see which customers are affected, and review recommended next steps.

Ask questions naturally. Explore your data through conversation.
Find the root cause. Understand what is driving a change.
See what to do next. Connect your analysis with actionable recommendations.

More than an answer: a roadmap from root cause to the next step.

Customer Experience Assistant Powered by Alterna Agentic

Why did ATM experience drop by 12 points?

The increase in cash withdrawal errors is the main driver behind the decline. Here are the findings and a recommended next step.

ROOT CAUSE Cash withdrawal errors increased after the latest ATM software update.

Error volume rose by 32% during the same period as the experience decline.

AFFECTED CUSTOMERS 1,240 Premium customers

The decline is concentrated in ATM transactions.

RECOMMENDED ACTION Review the software update and evaluate a hotfix or rollback.

Assign the action to ATM Operations and track the experience trend.

WHAT CHANGED

Find the reason behind the change. See what deserves attention.

Explore the topics that are being discussed more or less frequently and understand how those changes affect customer sentiment. Identify the issues that need a closer look before deciding where to act.

Track changes in topic volume. See which topics appear more or less often in feedback.
Understand sentiment impact. Explore changes in customer conversations.
Investigate priority issues. Focus your analysis on the changes that matter.

What Changed

Last 30 days vs previous

Topics whose share of comments moved: how much each topic is talked about, and what that did to sentiment.

Card Blocked at ATM talked about 14.2% more

Net sentiment effect: -11.4 points

Sep 3, 2026 · 21.3% of comments, was 7.1% · 386 comments

High priority
Retail Channel talked about 9.6% more

Net sentiment effect: +6.8 points

Sep 3, 2026 · 77.9% of comments, was 71.1% · 263 comments

Medium priority
Mobile App Login talked about 5.3% less

Net sentiment effect: +3.1 points

Sep 3, 2026 · 12.4% of comments, was 17.7% · 198 comments

Medium priority
Branch Staff Helpfulness talked about 4.8% more

Net sentiment effect: +2.4 points

Sep 3, 2026 · 9.8% of comments, was 5.0% · 142 comments

Low priority

JOURNEY DEEP DIVE

Follow the customer journey. Find where it breaks.

Journey Deep Dive scores every stage of the customer journey, from discovery to support. It highlights the break point where the experience drops the most and shows which topics customers complain about at that stage.

See every stage scored. Stages are recognized from topic mapping, so no extra setup is needed.
Pinpoint the break point. Find the transition with the biggest drop in score.
Know what to fix first. See the most complained-about topics at the stage that needs attention.

Journey Deep Dive

Digital banking · Stage scores across the customer journey

BREAK POINT Application → ID Verification Score 57 → 31 · down 26 points

MOST COMPLAINED-ABOUT AT THIS STAGE

Document scan errors Face matching Waiting time

Illustrative Journey Deep Dive view. Figures are sample data used to demonstrate the product workflow.

REPORTING & COLLABORATION

Share insights. Accelerate action.

Make it easier for the right people to act on your findings. Export analysis results, share them with your teams, and bring important insights into your presentations.

Download reports. Export results in HTML, CSV, and XLSX formats.
Share with your teams. Distribute insights through Microsoft Teams and Slack.
Bring findings into presentations. Help stakeholders understand the issue and the recommended action.

Customer Experience Report

Key findings · Root cause · Recommended actions

HTML

CSV CSV

XLSX

Microsoft Teams

Slack

PowerPoint

From a finding on your screen to a shared next step for your team.

ALTERNA AGENTIC

The new backbone for smarter CX decisions and actions.

Alterna Agentic is the AI layer that runs across Alterna 3.0. It listens to every customer conversation, unifies it with the rest of your customer feedback, helps your teams decide what to do next, and closes the loop with your customers.

UNIFIED SOURCES

Call center
Surveys
Social media
App reviews
Chat & email

Alterna Agentic Clean · Analyze · Unify · Act

OUTCOMES

Root cause and insightWhy it changed and who is affected
Next best actionAssigned to the right team
Loop closedCustomers followed up by voice agents

More insight. Faster action.

Conversation analysis

Call center conversations are cleaned and analyzed for topics, sentiment and priority, automatically.

Unified CX insights

Call center insights are unified with your surveys, social media and other feedback for more insight and faster action.

Customer Experience Assistant

Ask questions in natural language, find the root cause and get the next best action.

AI voice agents

Voice agents follow up with your customers and close the loop, seamlessly.

Learn more about Alterna Agentic →

FREQUENTLY ASKED QUESTIONS

Get to Know Alterna 3.0.

What is Alterna 3.0?

Alterna 3.0 brings together customer experience monitoring, AI-assisted analysis, action recommendations, and reporting to help teams move from insights to action. It is powered by Alterna Agentic, the new backbone for smarter CX decisions and actions.

What is Alterna Agentic?

Alterna Agentic is the AI layer that runs across Alterna 3.0. It cleans and analyzes customer conversations, unifies them with the rest of your customer feedback, powers the Customer Experience Assistant, and helps close the loop with customers through AI voice agents.

What do AI voice agents do in Alterna 3.0?

AI voice agents follow up with your customers once an issue is resolved. They let customers know what was done, capture their response, and close the loop, so every action reaches the people it was meant for.

Which data sources can Alterna 3.0 unify?

Alterna 3.0 unifies call center conversations with surveys, social media, app reviews, chat and email feedback, so every channel feeds one view of customer experience. The result is more insight and faster action.

What is First Glance?

First Glance is a personalized homepage that highlights important changes, key metrics, affected segments, and suggested actions.

How is First Glance different from a dashboard?

First Glance is your starting point: a homepage designed to surface important changes and next steps. Dashboards provide additional space to explore and organize detailed analyses using widgets.

What is Anomaly Detection in Alterna 3.0?

Anomaly Detection compares customer experience scores with their expected range and flags the changes that fall outside it. Anomaly Stream lists these deviations in a live feed, together with the affected segment and how far the score moved from the expected value.

What is Journey Deep Dive?

Journey Deep Dive scores each stage of the customer journey using topic mapping and highlights the break point, the transition where the score drops the most. It also shows the most complained-about topics at that stage so teams know where to focus first.

What can I ask the Customer Experience Assistant?

You can ask the Customer Experience Assistant, powered by Alterna Agentic, questions about customer experience data, investigate the root causes behind significant changes, identify affected customers, and review suggested next steps.

How can I share my findings?

Alterna 3.0 includes reporting and sharing workflows covering HTML, CSV, and XLSX exports, Microsoft Teams, Slack, and presentations.

What deployment options are available for Alterna 3.0?

Alterna 3.0 is being developed with cloud and on-premises deployment options in mind. Contact the Alterna CX team to discuss the availability and technical requirements relevant to your organization.

BOOK A DEMO

See Alterna 3.0 on your own CX data.

A 30-minute online session with a CX expert, built around your channels and priorities.

Problems that find you, on a real scenario
Alterna Agentic and AI voice agents, live
The first use cases for your team

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