UserReplay Unveils Machine Learning Feature for Automatic Detection of Customer Experience Pain Points

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New feature will help optimize conversions and save companies potentially millions in lost opportunities.

UserReplay announced today the addition of a machine learning feature to its existing solution in order to better assist companies with gaining insight into their customers’ online experiences and resolve issues in real time.

UserReplay machine learning uncovers hard-to-discover revenue opportunities hidden in the powerful data set captured by UserReplay. The biggest benefit of UserReplay machine learning is its systematic and automatic uncovering of pain points that requires no human intervention. Analysts and consultants can now spend their time on more valuable endeavors while still gleaning comprehensive insights from mining customer experience data.

For example, a leading national retailer’s website was causing customers to see the error message “Sorry, some of the items in your basket just sold out.” However, there was no indication of which item was sold out and none of the items when checked individually showed a stock warning. UserReplay’s machine learning algorithm uncovered the issue and the high-fidelity replay showed the retailer how to fix the problem. The error was occurring 53 times per day, with an average basket value of $76.50, for an estimated annualized revenue opportunity of $1.479M.

“We are very excited to add the new machine learning feature to UserReplay,” said UserReplay CEO, John Thompson. “Clients can now discover the issues hindering their customer experiences quicker and easier than ever before, allowing them to uncover countless revenue opportunities they might never have known existed.”

Used by some of today’s most recognizable global brands, the solution extends the current capabilities of UserReplay to automatically reveal issues that can be resolved to reduce customer friction and frustration and lead to potentially millions of dollars in what otherwise would have been lost conversion opportunities.

About UserReplay
UserReplay’s customer experience analytics solution enables businesses to discover the truth about their customers’ digital experience. It combines replay of customer journeys with sophisticated analytics that identify customer struggles and monetizes their impact. This helps improve conversion, resolve technical and usability issues more quickly, recover lost customers and prevent fraud.

Aimed at medium to large enterprises with digital channels, UserReplay has the flexibility to be deployed as SaaS or installed software. Leading brands all over the world rely on UserReplay to improve the quality of their website experience for customers and increase revenue from their digital channel. The company has raised over $10M in funding to date from EC1 Capital Ltd, Episode 1 and others. For more information, visit

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