This season contains: Clean-up reports, conversation review, escalation, test data tools, resolution rates, and exploring new initiatives.
This session introduces clean-up reports, both the built-in and downloadable ones. It establishes an overview of what they provide without going into the details, such as what kind of information we can find, how to prioritize and how to work...
This session covers the conversation review tool and the importance of reviewing conversations. Conversation review is the most important tool we have to gain insight into the user experience and estimate automation rates. It’s also an important tool for improvement.
In this session we focus on non-synonyms, weak synonyms and inconsistent display words.
This session looks at how we calculate resolution rates and what our resolution rates tell us. This metric is important because we want you to make data driven decisions and to be able to accurately assess the health of your...
In this session we focus on intent training data duplicates, intent training data language issues and intent training data outliers.
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.
In this session we discuss the downloadable cleanup reports that focus on important words: Single important words, vital words and important word combos. These show what the model considers most important, and help us discover where our VA’s understanding might...
This session is about escalations: transferring users from the VA to another, human channel. We discuss what those channels are, in which cases we want to escalate, and how to do it in the best way possible.
In this session we summarize what we’ve discussed so far, cover a few reports that we haven’t looked at yet (like intent sum up and important words by intent), and end with instructions on how you should work with these...
Test data is a vital part of how the virtual agent works, both before and after we go live. In this session we show you the benefits of using the test data contribution tool, which many may not know about.
