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