How do you measure how well a virtual agent is performing? The answer starts with conversation review, which gives us direct insight into exactly what the VA is doing and how our users are interacting with it. This is an introductory course in to why and how we do conversation review.
The process is divided into two parts: General review and focused review. General review focuses on getting the broad overview and measuring value. Focused review digs into the details to find actionable improvements.
Using AI review, general review can be automated, but you should still be familiar with the process from A to Z if you want to use the resulting conversation insights to their fullest.
