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.
Statistics & KPIs: Measure & Improve
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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.
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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...
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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.
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Research session: What affects traffic?
In this session, we'll talk about traffic: the lifeblood of a virtual agent (VA) project. What drives traffic, and what can we do to control it?
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Research session: Asking the right questions
In this session, we'll talk about asking the right questions, and how to do simple research yourself so that you can back up your project plans with good reasoning - and solid data.
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A/B testing, a look at new tools
A/B tests allow you to test new flow designs & to gather data on which performs best. Join us to take a look at how it works, how to set it up and talk about the best A/B test practices.
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Finding and deciding initiatives
In this session, we discuss which tools and data to use to find the relevant initiatives that will increase the value of your virtual agent.
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Interview or usability test checklist
A step by step document detailing the things you need to think about when planning an interview / usability test, including a downloadable (and printable) version to bring with you in real life.
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Tips & tricks for a good interview
A document with tips and tricks for when you've planned an interview/usability test and need a little reminder, including a downloadable (and printable) version to bring with you in real life.
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Customer satisfaction: Does solved mean happy?
This session we dive into one of the most interesting KPIs on any project: Customer satisfaction (CSAT). What is the CSAT impact of a virtual agent? Can people be just as happy talking to a chatbot as talking to a...
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Your role in a successful project
In this session we take a look at virtual agent (VA) project management. Join us as we at boost.ai break down the lessons we’ve learned on how to successfully run a VA project.
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Measure and improve the traffic to our VA
In this session, we'll look at how we measure traffic and talk about visibility and championing to help you identify different ways to improve your VA’s traffic and what resources you’ll need to achieve your goals. To do that we...
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CSAT: Measure, analyze, improve & repeat
Customer satisfaction (CSAT) is a common way to evaluate the quality of customer support, but there's more to it than meets the eye: how do we measure it, and how do we use the results to improve? This and more...
