When a virtual agent (VA) is live we need to gather insight into how it's performing. We do that by reviewing conversations because it gives us direct insight into exactly what the VA is doing and how our users are interacting with it.
But if we do it right, conversation review is much more than just a window into the VA performance. It can also be the foundation for data and statistics, a tool we us actively to measure, assess and address both small issues and long term development.
To get to that point we first need to know the basics: What does it mean to review, what tools are available and how should we incorporate conversation review in our day to day work tasks.