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Improving the VA

All Topics
9 results returned

  • Measuring and analysing CSAT

    Customer satisfaction, or CSAT, is an important metric that can be difficult to work with. In this course you will learn not only how to best measure CSAT, but also how to analyse your CSAT data.

    • Path
    • Duration 1.5h
    • Beginner

  • Tracking important flows with goals

    In this path, we'll talk about goals. Goals track flow usage. They generate statistics about how many people go through (or complete) your flows, and can tell you important things about how your users are using your virtual agent.

    • Path
    • Duration 20m
    • Intermediate

  • Automate more interactions

    The automation rate tracks how many interactions we can resolve without involving a human. It is one of the most central Key Performance Indicators (KPIs) for virtual agent projects, because automated interactions save time, money and resources. This course covers...

    • Path
    • Duration 1h
    • Beginner

  • Increase your traffic

    In this course, we cover methods to increase your traffic based on real data from live projects. You'll learn how to categorize initiatives to increase traffic, and how to find ones that fit your virtual agent's project.

    • Path
    • Duration 1h
    • Beginner

  • Improving your virtual agent

    This course covers how you improve the VA through clean-up reports and by resolving issues from the test results. 

    • Path
    • Duration 2.8h
    • Beginner

  • Get started with the downloadable clean-up report

    In this course, you'll learn how to start using the downloadable clean-up reports to improve your model. It contains tips and tricks on what to work on first, and when you should prioritize which report.

    • Path
    • Duration 1h
    • Advanced

  • How to reduce immediate human escalation

    Reduce immediate human escalation and improve automation. Learn how to reduce the number of users who ask to speak to a human without trying the virtual agent first.

    • Path
    • Duration 15m
    • Intermediate

  • Conversation repair with system actions

    System actions trigger when a specific situation occurs and they allow our VA to recover the conversation and give the user a way forward. In this course, we cover how they do that and what we should think of when...

    • Path
    • Duration 33m
    • Intermediate

  • Why support multiple languages?

    If you are interested in finding out how multiple languages work, why and when it should be implemented, and how to get started. Then this is the course for you.

    • Path
    • Duration 8m
    • Beginner